Launching a new loyalty program requires more than compelling benefits. It demands an operating model designed to scale confidently across the enterprise from day one.
In this session, Victoria Dravneek, Head of Loyalty Strategy and Platforms at PNC, will share how PNC designed and launched PNC TotalRewards, the brand’s loyalty strategy built to deepen customer relationships and increase lifetime value by rewarding a client’s complete relationship with PNC.
Attendees will gain a behind-the-scenes look at how PNC approached program creation with enterprise execution in mind, aligning leadership, standardizing language, and prioritizing early employee training and enablement to support consistent execution across the organization. The session will also explore how rollout planning, analytics, and performance measurement were structured to support confident execution and continuous optimization post-launch.
Key discussion topics include:
- Designing and launching a customer loyalty strategy with scale and longevity in mind
- How PNC TotalRewards was built to reward total relationship value rather than individual products
- Structuring rollout, analytics, and measurement to support enterprise execution
- What it takes to operationalize loyalty programs that are built to last
- Why employee engagement and readiness are essential to successful loyalty execution