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Agenda & Speakers

Loyalty360 Awards Finalist Presentations: Mobile-First Customer Experience

Wednesday, October 27, 2021 - 10:00 AM - 11:00 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 - Mobile-First Customer Experience
Mobile platforms and devices are deeply entrenched in our everyday lives, and more marketers are prioritizing a mobile-first mindset when it comes to creating impactful customer experiences and driving customer loyalty. However, as with most technologies, mobile is multi-faceted and constantly evolving, which requires marketers to adapt quickly in order to continually deliver personalized, engaging, and memorable experiences that impact behavior. This category will recognize brands that have fully embraced mobile-based engagement or experiences such as payments, mobile wallet, contactless service, mobile apps, geolocation, BOPIS, and mobile messaging as a crucial piece of their overall customer loyalty strategy.

Speakers

Yaqub Baiani, Head of Consumer Digital Product & Design, 7-Eleven

Yaqub Baiani is the Head of Consumer Digital Product & Design at 7-Eleven, Inc. Yaqub leads the digital ecosystem for all customer facing products including 7Rewards, Digital Wallet, Mobile Checkout, Fuel Loyalty and more. In his role, he is responsible for building and launching new digital experiences, features and capabilities for both customers as well as franchisees. Those experiences help to grow the overall member base, scan rate, merchandise sales, basket size, repeat customers and customer satisfaction.

Prior to joining 7-Eleven, Yaqub was Sr. Manager of Digital Product Management at Capital One where he led Machine Learning and the At-Home experience for the flagship product, Auto Navigator. Yaqub has an extensive background creating meaningful product experiences by leveraging human-centered design, customer back problem solving, journey mapping, blueprinting and digital innovation. Yaqub is enthusiastic in creating a truly best-in-class Delivery & Pick Up experience in 7NOW that will WOW our customers.

Yaqub is an avid traveler and his favorite place to visit is Japan. Yaqub holds an MBA in Business Management and Operations Management from St. Edwards University in Austin, TX and a BA in Business and Chemistry from Austin College in Sherman, TX.
 

Andy Rebhun, Vice President and Digital Officer, El Pollo Loco

Andrew Rebhun is an accomplished global marketing executive, who has delivered first-to-market products and profitable growth for billion-dollar brands across Fortune 50 companies, including McDonalds Corporation and Ford Motor Company, through product innovation/launch, brand strategy, integrated marketing, digital transformation, and customer service. He’s a franchisee leader with keen understanding of franchise models and partnerships – achieving unprecedented growth, sales and profitability. He’s known as an engaging people leader who operates with agility, motivating employees and franchisees at both general office and regional environments, employing innovation, data, insights and business acumen.
 
He is currently Vice President and Digital Officer at El Pollo Loco, where he is responsible for CRM, E-Commerce, the company’s off premise delivery strategy, loyalty program, and social media.  Andy holds a Bachelor of Arts degree from the University of Wisconsin Madison and an MBA from Kellogg School of Management. He currently lives in Playa Vista, California, where he enjoys running on the beach, riding his Peloton Bike, finding hole in the wall restaurants, and traveling the world.
 

Jason Sprawka, Global Director Customer Experience, Ford Motor Company

Jason Sprawka was appointed as the Global Director of Customer Experience in 2020 after leading US Customer Experience Team for two years. In his current role, he is responsible for creating world class customer experiences throughout the sales and ownership cycle. Jason brings together multiple organizations within Ford to drive cohesion and seamless integration for customer interactions. Jason has served in many roles during his 16-year tenure with Ford Motor Company, including Regional sales positions and Product and Brand Marketing positions for Fusion+Hybrid, Escape, Lincoln and FordPass.
 

Jolly John, Head of Consumer Digital Business, 7-Eleven

Jolly John is the Head of Consumer Digital Business at 7-Eleven, which includes 7-Rewards, Digital Wallet, Mobile Checkout, Fuel Loyalty and the supporting functions of analytics and program management. Additionally, Jolly also leads the integration of Digital products and Speedway Digital with the recent acquisition, bringing the best of both digital products to Speedway and 7-Eleven customers. Prior to 7-Eleven, Jolly held several positions in FedEx from Chief of Staff, Product Manager, to leading large initiatives in Corporate Strategy.

Jolly holds an MBA from University of Michigan and a B.S. in Information Sciences and Statistics from University of Maryland.
 

Nishanth Mandaara, Group Product Manager, 7-Eleven

Nishanth leads product teams in building awesome consumer-facing digital experiences in Rewards, Checkout and Financial Services. He led the rollout of Mobile Checkout from an idea/concept to scaling the service to over 3,500 stores. With the launch of Mobile Checkout, 7-Eleven became the first ever c-store chain to build and launch this frictionless checkout technology. Nishanth has proven track record of building and launching innovative customer-facing products. He is passionate about gaining deep understanding of customer needs and leading teams to deliver products and experiences that address them. Nishanth has a Bachelor’s Degree in Computer Science from JNTU India and MBA from University of Illinois Urbana-Champaign.
 

Stephen Kinch, Director of Digital Technology, 7-Eleven

As Director of Digital Technology, Stephen leads technology strategy and execution for the 7-Eleven app and 7Rewards Loyalty Program. With 20 years of experience at 7-Eleven, including 9 years on the consumer digital products, Stephen thrives off of the constantly changing needs of the convenience customer and the tech that "makes it happen."
 

Glenn Baker, General Manager - Everyday Rewards, Woolworths

Glenn has 20 years of expertise in Loyalty programs. He has spent his last six years at Woolworths as they transformed their Loyalty strategy and program, and prior to that has worked on leading Australian Loyalty programs such as Qantas Frequent Flyer and Commonwealth Awards. At Everyday Rewards, Glenn has led a variety of functions including Marketing, Operations, and Partnerships and for the last 15 months has led the Everyday Rewards program as a whole as it launched its App, a new brand platform, and adopted full agile ways of working, all whilst responding to Covid-19.  
 

Agenda Overview

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