Loyalty Expo Conference Assistance

Chat about your conference question

We're sorry, chat is currently unavailable

Chat hours are listed below.

Monday - Friday: 08:30AM ET- 05:30PM ET
Saturday - Sunday: Closed

It is currently

Call or e-mail about your conference question for:


Agenda & Speakers

Loyalty360 Awards Finalist Presentations: Customer Experience Strategy

Tuesday, May 9, 2023 - 9:55 AM - 10:55 AM
The finalists competing in the 2023 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 ceremony. 

Category Description - Customer Experience 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 Customer Experience Strategy may be a part of or separate from the brand’s overall customer loyalty strategy.


Carrie Cohen, Marketing Loyalty & Analytics Manager, Cinergy Entertainment

Carrie Cohen has six years of marketing experience, three of those with Cinergy Entertainment. Carrie’s responsibilities include leading loyalty marketing initiatives to optimize acquisition, retention, personalization, and promotional strategies. Carrie is also responsible for analyzing campaign performance, and growth of the loyalty program. Carrie is an MBA graduate of Texas A&M University - Corpus Christi.


Chelsea McGough, Loyalty Program Strategy Manager, Blue Buffalo

With over 15 years of experience in Customer Experience and Loyalty, Chelsea McGough is an expert in Loyalty Strategy. Chelsea has a passion for brands that put Customers (human and furry) first. She started her career in the aviation industry, working on a well-known airline loyalty program and focusing on retention and engagement. In 2021, Chelsea decided to transition to the pet industry and joined Blue Buffalo to support the launch of their first ever loyalty program within the Buddies app! In her current role as Loyalty Program Strategy Manager, she oversees retention, engagement and acquisition as well as delivering strong CLV through the Buddies app. She lives in Dallas, Texas with her fur baby Luna and her husband.

Elizabeth McNeil, Director of Partnerships, SCENE+

Elizabeth McNeil is the Director of Partnerships for Scene+, helping transform the program into one of Canada’s leading lifestyle loyalty programs. In her role today she oversees the retail partnerships portfolio with brands such as Apple, Best Buy, Bakkt, Blackhawk, Empire, Home Hardware and Rakuten. Formerly Elizabeth has worked on a variety of loyalty programs for leading Canadian retailers including Scotia Rewards, Air Miles and Plum Rewards. Her focus is on driving innovation and reinvention to enable established programs to reach new heights.

Felipe Avila, VP of Marketing, The Container Store

Felipe Avila joined The Container Store in 2017 as Vice President of Marketing, where he is responsible for leading the Marketing and CRM teams. He led a cross-functional team responsible for designing and launching the company's reimagined loyalty program, "Organized Insider."

Mr. Avila has over 20 years of domestic and international experience in brand strategy and marketing, previously holding positions with Mattel, Arthur D. Little, and, most recently, Brinker International. He received his MBA in Marketing from The Anderson School at UCLA.

Sarah Sylvester, EVP of Marketing, Victorias Secret

Sarah Sylvester, EVP of Marketing for Victoria’s Secret, is a strategic and creative marketing professional with over 15 years of experience in generating and executing highly successful brand campaigns that drive brand relevancy and profitable growth. She’s known for putting the customer first and driving a holistic marketing strategy with experience in brand values and positioning, digital, social, app, in-store, experiential, and direct mail.

Traci Hoey, VP of Marketing, Cinergy Entertainment

Traci Hoey has over eighteen years of experience in the theatre exhibition business with twelve of those years at Starplex Cinemas as Director of Marketing, and seven at Cinergy Entertainment.

Ms. Hoey’s responsibilities include leading a team of three home office marketing staff and Sales Managers at each location. She oversees all marketing efforts, including integrated marketing communications and branding utilizing strategic goals and data-driven analysis and she conceptualizes and executes advertising campaigns with emphasis on increasing traffic, revenue, and brand loyalty. Ms. Hoey oversees all art direction and creative design development of all brand identities, literature, menu boards, interactive, and visual identity. Ms. Hoey and her staff plan grand openings, ground breakings, and various events as well as coordinate all press relations. Ms. Hoey is a graduate of the University of North Texas.


Recent Tweets