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Agenda & Speakers

Leveraging Emerging Tech to Improve CX and Build Customer Loyalty

Tuesday, October 26, 2021 - 9:00 AM - 9:35 AM
From AI to machine learning, to personalized videos, internet of things, alternative payments, and more - marketers have access to several new and emerging technologies that are changing the game regarding customer experience and loyalty. 

This session will feature a panel of brand marketers who will share their experiences with new technologies and their impact on the brand's overall customer experience and loyalty efforts. Brands will share what technologies were considered/selected, how they were evaluated and sold the solution/technology to management, the implementation process (challenges they may not have expected), and what results each brand currently sees.


Moderator: 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 7-Eleven, Al Tayer, Express, GameStop, Grupo Gigante, Hertz and MoneyGram. 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.

Theo Holloway, Senior Director Loyalty and Customer Engagement, Best Western International

As the Senior Director Loyalty, Customer Engagement for Best Western International, Theo is fascinated by the chains of interactions between the end user and the systems across travelers' journeys, agnostic of the channel or device they use. He is focused on solving problems by articulating the objective of the interaction, what is displayed to the end user, what is the value to the consumer, and how it translates into better engagement, loyalty and increased revenue over time. Theo graduated from the University of Colorado with a B.A. in Communication and has worked in senior leadership positions at some of the largest 3rd-party hotel management companies, as well as Hilton Worldwide. He is currently the Chair of the HSMAI Marketing Advisory Board and sits on AH&LA's Consumer Innovation Forum.

Victoria Dravneek, Senior Vice President, Bank of America

Victoria Dravneek is the head of Personalization and Loyalty Strategy within Consumer & Small Business Digital at Bank of America. She is responsible for leading the bank’s loyalty strategy, new program development, the personalization of loyalty and rewards as well as leading the BankAmeriDeals loyalty program.
Dravneek joined Bank of America in 2006, where she led an innovation portfolio of work for Global Treasury clients, which included web-based automation of manual processes. In 2009, she joined Consumer Fraud & Claims, where she led efforts to protect new digital products, including the build of what would later become Zelle, Mobile Deposit and Video Teller. In 2012, Dravneek joined the Digital Solutions Program Management where she led Payments program delivery as well as the digital delivery of the bank’s Safe Balance account and the Preferred Rewards program. For the next four years, Dravneek led strategy for the award-winning Preferred Rewards loyalty program, growing the program from inception to over 6MM members. In addition, she introduced personalized video to the bank as well as My Rewards, an innovative new portal where customers can view information on and learn more about their rewards programs.
Prior to joining Bank of America, Dravneek spent over a decade in the digital industry producing content, business and marketing strategies for new media, including Scholastic, iVillage.com and Showtime Interactive television.
Dravneek holds a B.S. in Economics and a B.A. in English Literature from The King’s College in New York. She is also a Bank of America certified Six Sigma DFSS Green Belt and Black Belt. In addition, she has submitted over 70 patents around leveraging emerging technology to make financial services easier for clients.
Dravneek currently resides in Charlotte, North Carolina with her husband and two children.

Agenda Overview

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