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Agenda & Speakers

Loyalty360 Awards Finalist Presentations: Customer Insights and Metrics

Wednesday, October 27, 2021 - 8:45 AM - 9:45 AM
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 - Customer Insights and Metrics
The Customer Insights and Metrics category focuses on the brand’s accessibility, measurement, and management of customer data - internally and externally - and how marketers are managing that data to create longterm customer loyalty. Strong entries in this category will demonstrate a brand putting the customer first by leveraging metrics, including customer data (first-party/zero-party data), voice of the customer, customer feedback, CRM, and market research, with the proven end result of increased customer loyalty.


Chad Nikola, Director of Customer Retention, American Eagle Outfitters

Chad Nikola is a customer first leader with a record of evolving and optimizing loyalty and personalization programs. He is currently serving as the Director of Customer Retention at American Eagle Outfitters where he recently led the complete rebrand and relaunch of AEO’s loyalty program - Real Rewards by American Eagle & Aerie. Chad’s background (Target, CVSHealth, Catalina) has helped shape his unique perspective on Loyalty/CRM programs and his unwavering passion for the customer.

Tulsi Patel, Senior Brand Manager - Digital Strategy, Johnson & Johnson

Tulsi Patel leads CRM/1PD Strategy and Execution for J&J Consumer brands as a Senior Brand Manager on the Consumer Experience team. Her team helps Brands identify best practices on owned channel and platform capabilities, building first-party data to gain deeper consumer insights and empower consumers to have a 1:1 emotional connection with the brand. In evolving the CRM roadmap, she’s leading the drive to increase effectiveness and ROI for the U.S. market.
Prior to J&J Consumer Health, Tulsi spent 5 years at J.Crew/Madewell as a Senior Manager for Marketing and Ecomm Profit and Process Improvement and partnered closely with brand creative, visual merchandise, and store teams to bring strategies to life and develop an optimized end-to-end journeys for customers across channels. She started her career as a management consultant at Alvarez & Marsal, leading workstreams on projects primarily in retail on ecomm and IT solutions.
Tulsi is a 2023 NYU Stern School of Business MBA candidate, and holds a B.A. in Economics and History from Northwestern University.

Sachin Shroff, VP of Loyalty CRM and Marketing Technology, Michaels

Visionary marketing leader passionate about driving business goals using data and analytics, with a proven track record of driving multi-million-dollar growth through Loyalty and CRM. Expertise in leading Loyalty & CRM strategy and execution, advanced data analytics, marketing technology, customer acquisition and retention strategies, Media Mix Modeling, Sales Forecasting, and Research. 

Currently, VP of Loyalty, CRM, and Marketing Technology at The Michales Store, a privately-held chain of 1,252 American and Canadian arts and crafts stores as of January 2021. It is one of North America's largest providers of arts, crafts, framing, floral and wall décor, and merchandise for Makers and do-it-yourself home decorators. 

Todd Miller, Director of Digital Marketing, Wawa

Todd Miller, Sr. Director of Brand Strategy and Experience, is responsible for the articulation and experience of the Wawa brand across all consumer touch points.
Prior to joining Wawa, Todd was the Chief Experience Officer of The Archer Group, an independent digital agency. At Archer, Todd was responsible for all of Archer’s core product teams (Analytics, UX, Research, Design, Content, Social, Media and Technology) as well as overall digital strategy.
Prior to Archer, Todd led and built product and design teams for various companies, agencies, start-ups and non-profits. 

Agenda Overview

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