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Agenda & Speakers

The Future of Customer Loyalty

We all know that to be successful in business you need to have long loyal profitable customers. How you get to that goal and how you build the necessary value exchange and relationships to keep a solid core set of customers coming back comes in many forms.  Our panel of practitioners will share insights on how they’re evolving their value exchange to keep up with the ever increasing customer demands.  Plus we are going to explore the evolution of personalization, segmentation and even loyalty programs as we adjust to these changing demands. 

Loyalty initiatives will look different in the future.  Join us as we discuss what could be. 

Speakers

A.J. Schneider, Executive Vice President Wheaton World Wide Moving | Bekins Van Lines

A veteran sales and marketing communications practitioner, as well as a Customer Experience champion, Schneider spent nearly 15 years working with a variety of corporations and clients in a host of industries – from technology and engineering to recruiting and state government. He helped build their brands ensuring that sales and service were aligned.
 
He learned the household goods relocation services industry by developing programs for some of the largest domestic moving companies in the U.S. while working for public relations, marketing communications and branding firms in the Midwest.
 
Schneider entered the relocation services industry full-time in 2007 by going to work for Wheaton Van Lines, Inc., the parent company of Wheaton | Bekins | Stevens, the fourth largest van line group in the country. In 2014, Schneider became Executive Vice President where he’s responsible for Sales and Marketing, Agency Development, Customer Service, the Military and the company’s FF&E division as well as the company’s strategy to improve customer experience and loyalty. 
 
Schneider also is a member of the company's Board of Directors and he's on the Board of Directors of the American Moving and Storage Association (AMSA). 
 
Schneider earned his Bachelor’s Degree in Journalism from Indiana University.    
 

Aldine Shamir, VP of CRM and Loyalty, Wyndham Hotels & Resorts

Aldine Shamir serves as vice president, CRM and Loyalty, at Wyndham Hotels & Resorts, one of the world’s leading hotel brand franchisors and hotel management services providers with approximately 9,200 hotels across 80 countries under 20 hotel brands.
 
In her role, Shamir has global oversight for member acquisition and engagement with Wyndham Rewards, the company’s award-winning guest loyalty program. Most recently, she spearheaded a multi-faceted evolution of Wyndham Rewards—named the number one hotel rewards program by readers of USA TODAY—adding new member benefits and expanding program features, all of which were built around extensive customer research and analysis.
 
Shamir joined Wyndham in early 2018 following a 15-year tenure with American Express, where she held a number of progressive marketing roles including, vice president of Global Customer Experience, vice president of Customer Acquisition, and Director of Customer Retention & Loyalty Strategy. Outside of American Express, she has held marketing and business strategy roles with Verizon, GE and Accenture.
 
Shamir is a graduate of Binghamton University and received her Master's in Business Administration from New York University’s Leonard N. Stern School of Business.

Michelle Musgrove, Vice President of Experience Strategy & Governance, AARP

Michelle Musgrove has more than 15 years of specialized marketing experience including strategy, product development, segmentation, multi-cultural marketing, loyalty program management, relationship management and customer experience management.  

Currently, Michelle serves as Vice President, AARP Experience Strategy & Governance at AARP.  In this role, Michelle has supported the launch of the customer experience management function with a focus on strategy, change management, communications and generating early wins.  Prior to joining AARP, Michelle led successful engagement and loyalty programs at AOL, American Express and JP Morgan Chase. 

Michelle graduated with a MBA and concentration in Marketing from the University of California at Berkeley as well as a BA in Political Science from the University of Pennsylvania. 

Agenda Overview

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