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Agenda & Speakers

Loyalty360 Awards Finalist Presentations: CX Strategy

Tuesday, October 26, 2021 - 2:00 PM - 3:00 PM
The finalists competing in the 2021 Loyalty360 Awards will share details of their programs and strategies in fast-paced, 10-12 minute presentations. These presentations give attendees a chance to hear first-hand from the brands that are delivering experiences that set them apart from the competition in creating loyal customers. 

As a part of the award process, all registered conference attendees are eligible to vote for platinum, gold, silver, bronze and honorable mention (if applicable) for each category. Winners will be announced during the Loyalty360 Awards dinner on October 27 (Loyalty360 Award finalist and Loyalty360 member-only). 

Category Description - CX Strategy
Now more than ever, brands need to demonstrate a true understanding of their customer’s expectations through the delivery of positive customer experiences as a result of a comprehensive CX strategy. From technology to training to socialization and implementation, these brands are committed to delivering consistently positive customer experiences from all levels of their organization. The CX Strategy may be a part of or separate from the brand’s overall customer loyalty strategy.


Lisa Stiles, Senior Manager - Operations, SCENE

Lisa Stiles is an experienced IT Business and Governance professional in Toronto, Ontario, Canada. Lisa began her career in the telecom industry where she was a specialist in voice communication technologies and business systems analysis.  She went on to work in project management and governance offices in the Insurance and pension industries.  In October 2020 Lisa joined SCENE, Canada’s #1 entertainment loyalty program that is a joint venture between Cineplex Theatres and Scotiabank. She managed the launch of their first e-commerce program to offer a variety digital gift cards to SCENE members.  She is known as a self-starter and is passionate about learning.  In her personal life she is married and a  mother of two teenagers and she is active in yoga, dance, tennis and baseball.

Susan LeBlanc, Director of Marketing, SCENE

Susan LeBlanc is an enthusiastic marketing leader who’s all about connecting science and art through data-driven marketing strategies that create exceptional consumer experiences and happy cross-functional teams. She is currently leading brand, acquisition and mass consumer marketing for SCENE, Canada's #1 Multi-Award Winning Entertainment Loyalty Program. Here she spearheaded the company’s largest-ever brand marketing campaign that activated 15% of the member base on a single day and moved consumer’s perception of the brand to being an instigator of fun, social experiences.

Lisa Erickson, Sr. Director of CRM and Loyalty, Sleep Number

As the Sr. Director of CRM & Loyalty, Lisa leads the development, execution and management of Sleep Numbers Loyalty program, the InnerCircle, as well as all direct mail and email programs. Lisa is responsible for the overall success and ongoing growth and management of these programs.  She directs the testing of all programs to ensure continued evolution and growth.  She is responsibility for the InnerCircle member engagement and program profitability. Leveraging her deep experience in retail, holding positions in merchandising, finance, strategic and promotional planning and marketing she is able to activate new initiatives quickly and successfully. Lisa is constantly striving to take the InnerCircle program to the next level of engagement. Prior to joining Sleep Number, Lisa held management positions at Best Buy and the Department Store Division of Target Corporation. She is born and bred in Minnesota, living there all her life and earning her Bachelor of Science degree from the University of Minnesota in Retail Merchandising and Business.

Cecilie Balfour, Marketing Manager, TELUS

Cecilie Balfour is a Marketing Manager at TELUS leading the go-to-market strategy for TELUS Rewards, the only points-based loyalty program offered by a telco in Canada, with over 1.3 million members. In this role, Cecilie focuses on how to build awareness and drive customer engagement with Rewards across all TELUS channels. Prior to TELUS, Cecilie worked in the advertising industry, specializing in brand strategy for financial, insurance, and tourism clients.
Cecilie just recently completed her MBA at the University of British Columbia in Vancouver, BC. She holds a B.A. from Simon Fraser University and a diploma in Digital Marketing from New York University.

Karen Szarvas, Senior Director of Customer Loyalty and Partnerships, The Vitamin Shoppe

Karen Szarvas serves as Sr. Director of Customer Loyalty & Partnerships at The Vitamin Shoppe®, an omni-channel specialty retailer and wellness lifestyle company. In her role, Karen oversees the newly redesigned Healthy Awards Loyalty program and is responsible for the development, execution and management of the program, as well as strategies to drive customer awareness, engagement and retention. Karen has more than 19 years of global marketing and loyalty experience and is a highly motivated, customer focused, thought leader. Prior to joining The Vitamin Shoppe, she worked at Wyndham Worldwide and consulted at KMS Marketing Solutions where she specialized in loyalty, branding, customer communications and experiences.

Widyantoko Utomo, Key Account Manager, XL Axiata


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