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Agenda & Speakers

Loyalty360 Brand Member Roundtables: State of Customer Loyalty Panel

Monday, October 25, 2021 - 4:10 PM - 4:50 PM
We believe that creating engaging experiences to drive lasting customer loyalty is one of the best marketing strategies that brands can currently employ. However, creating loyalty still presents a major challenge for most organizations. They haven’t quite figured out how to leverage and execute the “right” technologies and processes in a meaningful and measurable manner.

As more brands work to achieve the same status as the "best-in-class" brands out there today, we are happy to share insights and trends into our view of the direction of customer experience and loyalty. 
Panelists will discuss: 

- How a loyalty program or strategy can position your brand to become “best-in-class”
- Adapting to and keeping up with changing customer expectations
- Going beyond points and expanding on individualized experiences and personalization based on data
- Top priorities for marketing executives and how they can best equip their teams to meet their goals


Carlos Dunlap-Beard, VP of Business Development, Clarus Commerce

Carlos Dunlap-Beard is the VP, Business Development & Loyalty Strategy at Clarus Commerce. He has spent the past 25 years cultivating a rich background in B2C/B2B engagement strategies, direct marketing, business development, customer acquisition, customer loyalty, data analysis and strategic marketing. A proven marketing strategist and consumer engagement thought leader, Carlos has authored dozens of articles, blog posts and white papers featured in numerous publications and has spoken at many conferences and events.

Don Smith, Senior Managing Director and Strategy & Chief Analytics Officer, Brierley

Don earned his Ph.D. in Political Science from The Florida State University, and spent 11 years in academia teaching statistics and policy evaluation. Prior to joining Brierley, he was a research director for Dallas County, in charge of database modeling, data mining, and program reporting. He has authored several journal articles and a full-length book. At Brierley, Don leads our strategic program design practice, responsible for engineering solutions which balance compelling value propositions with enhanced member experiences and data-driven customer engagement. His current client list includes Aramark, Bal Harbour Shops, European Wax Center, Express, Fleet Farm, GameStop, Hertz and QVC/HSN. An avid theater aficionado, his passion for presentation informs his marketing data analytics, where he eschews the traditional view in favor of a dynamic storytelling model that brings numbers to life through contextualization and the generation of actionable insights.

Jillian Dimoff, Strategic Account Executive, Cheetah Digital

Jillian is a Strategic Account Executive at Cheetah Digital, focused on collaborating with brands who want to deliver a more personalized, data driven customer experience. She has helped well known brands create, implement and evolve their loyalty and CRM strategies by leveraging over 16 years of industry experience from the industry's top agencies.  Her expertise spans across all verticals including retail, restaurant, entertainment and hospitality.

Moderator: Mark Johnson, CEO, Loyalty360

As CEO of Loyalty360, Mark is committed to bringing loyalty to the forefront as a critical marketing strategy. To further this goal, he has created an unbiased, market-driven clearinghouse and think tank through which users and loyalty providers can interact and collaborate with. His finger on the pulse of what’s happening in loyalty, Mark is driven to give members the expert insight and guidance they need to develop strategies and implement programs that effectively engage their customers and employees and build stronger relationships with them.

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