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Harveer Singh serves as the Chief Data Architect and Global Head of Engineering at Western Union where he manages the Cloud Data Platform, Martech & Adtech Platforms, Digital Banking Integrations, Loyalty and Consumer Ecosystem.. He is a technology executive with over 17 years of experiences spanning several industries such as financial services (including banking, payments, insurance, capital markets, and asset management), retail, and professional services. Previously, he has been working in EY’s Financial Services where he currently co-leads EY’s Next Generation architecture & solutions for Financial Services. Prior to EY, Harveer held various consulting roles at Deloitte, IBM, and Accenture. During his consulting tenure, he has presented and authored numerous professional points of views on Loyalty, Digital Transformation, Platforms, Architecture, Big Data, DevOps and Engineering Factories.
Harveer has extensive experience in Digital Transformation, Technology Management, Data architecture, Governance and Platform development. He is dedicated to enabling business capabilities through continuous improvement of both data and processes. His past track record has proven success through his design and implementation of tech strategies, business cases, multiyear roadmaps, platforms and solutions.
Lucy has spent the last 15+ years working in digital, product, marketing and customer experience leadership roles with some of the largest financial services organizations globally, including Western Union, Lloyds Banking Group, Royal Bank of Scotland and TD Bank. Prior to that Lucy held global consumer digital marketing leadership roles for Dell Technologies and Advance Micro Devices (Video Gaming Partnerships). In her current role at Western Union, Lucy is responsible for the Marketing, Loyalty and Consumer Ecosystem Product Portfolio strategy, accelerating the Western Union’s business strategy beyond its core money transfer business globally. Originally born in the UK, Lucy grew up in Canada, and was a resident of the UK for the last 15 years. Lucy recently moved to Denver in June 2018.
Too many brands treat their customers like a one-night stand. Luring them with transactional, points-based rewards, discounts or incentives—with no thought of the future. But your customers are looking for more, and you should be too. Join us for breakfast and an interactive discussion on how to mindfully cultivate a reciprocal, enduring relationship with your customers by:
– Approaching loyalty as integrated, holistic and continuous
– Shifting the paradigm from habitual and transactional to emotional and meaningful
– Treating loyalty as an outcome, not just a program
– Honoring your customers as a source of relationship, not just revenue and data **For more information/to RSVP, please contact carlystemmer@loyalty360.org.
Jay Hubbs is the VP of Advertising, Marketing, Innovation and Analytics overseeing Best Western’s customer-facing efforts including online and offline advertising and Best Western Rewards.
Jay has over 25 years of experience in hospitality, travel, and digital marketing. Prior to Best Western, Jay was with Remington Hotels in Commercial Services and Digital Marketing positions, and before that worked at Expedia, Starwood Hotels as well as hotel operations roles early in his career. Jay has also built startup companies with consulting firm Scient and online review company ReviewPro, as well as entrepreneurial ventures.
Jay holds an BS in Hotel Administration from Cornell University as well as an MBA from the Wharton School at the University of Pennsylvania. In 2018 Jay was named to HSMAI’s Top 25 Most Extraordinary Minds in Sales & Marketing and sits on HSMAI’s America’s Board.
Alexis Casale-Savage has been with The Home Depot for almost six years. In 2020, she joined the Loyalty Team as a Senior Manager, Loyalty Marketing. In her current role, she is responsible for the Pro Xtra brand and brand architecture, and developed the “Go to Market” marketing plan for the revamped Pro Xtra loyalty program. Since launching the program over a year ago, Alexis and her team have continued to grow it, developing a personalized lifecycle and robust triggers for members through an integrated-channel approach.
Prior to joining the Loyalty Team, Alexis was a Senior Manager, Credit Marketing for The Home Depot. In that role, she led a team that was responsible for managing the marketing strategy and execution for The Home Depot Consumer and Commercial Credit Cards, working to make it simple and engaging for customers to use their The Home Depot Credit Card. She worked closely with Citi Bank to optimize direct marketing and new channel development to increase incremental sales.
Alexis' career before The Home Depot included roles in loyalty, credit, partnerships and campaign management at InterContinental Hotels Group.
She earned her bachelor’s degree in communication from the University of Florida and her MBA from Goizueta Business School at Emory University.
Chad Waetzig has been Crunch's EVP of Marketing & Branding since 2016. In a career that spans the beauty, wellness, entertainment, fitness, travel, hospitality, and consumer goods industries, he leads the brand's global marketing for all company-owned stores and franchise locations.
With experience in marketing strategy and execution, brand building, general management, franchising, and product development, his primary focus is on growing Crunch's brand preference and membership base while driving marketing innovation and brand loyalty. Since joining Crunch, the member base has grown from 700K to over 1.8 million members and from 125 locations to over 390 worldwide in 32 states, the District of Columbia, and six countries. He also manages an in-house marketing, public relations, and creative services team.
Chad's marketing and branding experience touches several global and iconic brands at Procter & Gamble, Disney Parks, Marriott International, Starwood Hotels and Resorts, and Equinox. Before joining Crunch, Chad was the Chief Marketing Officer at The Red Door by Elizabeth Arden.
Chad grew up in St Louis, Missouri. He has three daughters. Chad and his wife, Liz, and their youngest daughter currently live in New Canaan, Connecticut. Chad earned a B.S. in Business Administration from the University of Kansas, focusing on marketing and finance.
John Sellers is the executive in charge of Rewards at Bank of America. In this role, John oversees all reward programs; including consumer, wealth management and small business relationship rewards programs and credit card rewards redemption. In 2019 Preferred Rewards for Business was named the ‘Most Innovative Product’ by Barlow’s Monarch Innovation Awards, which recognizes excellence and creativity in business banking
Prior to his current role, John had worked with other products including; Vehicle Lending, Investments, and Credit Card. While in Card, John was the Director of Preferred Products and New Account Acquisition where he was responsible for all mass affluent BofA and Merrill branded products. John is the architect of the award winning Travel Rewards Card and led the effort to bring Chip technology to BofA cards.
Before his product roles, John spent the first half of his career in Credit Risk, where he was the Director of Risk Strategies. In this role, John oversaw existing account management strategies which included; line management, balance stimulation (cash and retail), authorizations (overlimit and delinquent) and other payment related strategies.
John began his career with BofA via the MBNA acquisition. He has an undergraduate degree from the University of Delaware where he was a Finance major. He also has an MBA from Penn State’s Smeal College of Business where he graduated with distinction and is a member of the Beta Gamma Sigma academic honor society.
John is involved in several community organizations. He is a lifesaver for the Blood Bank of DE and coaches several youth sport teams in Kennett Square, PA where he resides with his wife and three kids.
Beth Woodruff is Director of Branding for Ally Financial specializing in brand strategy, partnerships and integrations. After spending nearly a decade working for companies like Ally, Driven Brands and AAA, Beth understands that brand storytelling is the driving force behind creating meaningful relationships with consumers.
Beth has produced award winning content through partnerships with OZY Media, Time, Inc and The XO Group. When she’s not telling the Ally brand story to anyone and everyone who will listen, Beth loves traveling, watching movies and playing with her two sons, Freddie and Oscar.
Beth holds an MA in integrated marketing communication from the University of Alabama. Roll Tide!
Mayasa AlHejazi is a seasoned and highly experienced Marketing professional who has transformed Nojoom Ooredoo's Loyalty program), the loyalty business for one of the best telecommunication company in the State of Qatar. She brings on her expertise in the areas of Digital marketing, Campaign management and Customer engagement.
Mayasa kick-started her career in 2013 with Ooredoo Qatar. She started as an analyst in the Direct Marketing team and went on the to become a Campaign Manager. As a Campaign Manager, her responsibilities were to improve customer experience, generate higher revenue through targeted propositions and through Upsell, Cross-sell, Acquisition and retention campaigns. Her exemplary performance in this area saw her promoted with additional responsibilities and she went on to manage the Loyalty business in 2019. For her exemplary performance in this adjacency, Mayasa was also recognized as the Employee of the year for 2019.
Mayasa is currently the Assistant Director of the Nojoom program, one of the biggest programs in Qatar. In her current role she effectively leads a team of Loyalty marketers and has additional Profit/Loss responsibility.
Mayasa has a Master's in Strategic Business Unit Management from HEC Paris and a Bachelor’s degree in Business Administration from Qatar University. She is immensely thankful to Ooredoo’s management for all the opportunities presented to her and prides herself on being an Complete Marketing professional.
Stephanie Sayfie Aagaard serves as the Collaborative Innovator General at Whitman Family Development and Bal Harbour Shops in Miami, Florida. She founded the ACCESS Membership and Rewards Program to celebrate the Shops’ loyal customers on their curated journey through the roster of retail, restaurants and luxury partners. Steph developed the Bal Harbour Shops app and created the Virtual Series for the company as well. She heads up the sponsorship program as well as creates innovative programming for the Shops. She secures external partnerships and produces large scale partner events including the Official Miami Super Bowl Host Committee VIP Party at Bal Harbour Shops for more than two thousand notables from the worlds of business, entertainment, media, sports and fashion.
Stephanie has collaborated with Bal Harbour Shops for decades before she joined the official team. While serving as Senior Director of Major Gifts, Corporate Relations, Marketing and Events at the University of Miami’s The Miami Project to Cure Paralysis and The Buoniconti Fund, Steph created Destination Fashion, an interactive entertainment and fashion event at the Shopping Center.
In Steph’s spare time, she has covered the social, celebrity, sports, fashion and charity scene in South Florida for her Steph Sez column every Sunday in The Miami Herald for more than twenty years. Steph created, produced and hosted her own entertainment television show, Steph Sez, where she interviewed boldfaced names from George Clooney to Tiger Woods to Mikhail Gorbachev.
She also hosts the monthly Steph Sez Book Club with Books & Books. Stephanie has received numerous accolades during her career and for philanthropic work from many organizations. Stephanie is married and is the proud mother of two sons.
Visionary marketing leader passionate about driving business goals using data and analytics, with a proven track record of driving multi-million-dollar growth through Loyalty and CRM. Expertise in leading Loyalty & CRM strategy and execution, advanced data analytics, marketing technology, customer acquisition and retention strategies, Media Mix Modeling, Sales Forecasting, and Research.
Currently, VP of Loyalty, CRM, and Marketing Technology at The Michales Store, a privately-held chain of 1,252 American and Canadian arts and crafts stores as of January 2021. It is one of North America's largest providers of arts, crafts, framing, floral and wall décor, and merchandise for Makers and do-it-yourself home decorators.
Brian Beller is the Sales Program Manager at Otter Products (OtterBox + LifeProof.) As Program Manager, he is responsible for developing, deploying, and managing programs that enable sales. This includes loyalty, training, and CRM enhancements.
Brian joined Otter Products in 2012 and has had positions in Customer Service, Field Marketing, Sales, and Program Management. Before joining Otter, Brian spent over a decade in the fast-paced world of retail sales. His experience and expertise has helped to foster and create a unique loyalty program, Otter Rewards, that is helping to create sales associate advocacy with representatives selling OtterBox and LifeProof products. This advocacy is directly correlated to driving profitable revenue for the company.
In his time away from work you can find Brian spending time with his wife and three children in the great outdoors of Colorado.
Meredith Dack is a Senior Marketing Manager on the Advertising Team at Ally, responsible for marketing strategy and integrated campaigns promoting Ally’s products and tools, as well as disruptive marketing initiatives across TV, digital, social and the latest tech. Meredith is a North Carolina native, starting her career on the agency side in Greensboro before moving to Charlotte, where she lives with her husband and daughter.
Sean has a 15+ year career with Price Chopper spanning marketing, merchandising, analytics, and accounting. As Director or Loyalty Marketing and Analytics, Sean holds responsibility for consumer insights, targeting & personalization, offer activation, and program analysis across the retailer’s 130 locations in the Northeast.
In the Summer of 2019, Sean led a team at Price Chopper that launched AdvantEdge Rewards, an evolution of the grocer’s fuel discount program. In addition to fuel discounts, customers could now redeem for a discount off their total grocery bill. In early 2021, they launched the AdvantEdge Rewards platform, a mobile-optimized site allowing customers to redeem their Rewards points online in a variety of additional new ways. Customers can now redeem AdvantEdge Rewards points online as donations to local charities, to pay down student loans, to support local schools, or to enter sweepstakes for chances to win exciting prizes. This evolution continues in late 2021, with even more new ways to earn and redeem Rewards coming soon.
She has been in Shell for 16 years working in various roles ranging from Customer Relationship Management, Loyalty Marketing & Operation, Global Marketing and Business Consultancy. She has been driving customer-centric initiatives such as Loyalty restructuring, the award-winning Shell Club Smart Extra Card launch in Turkey, the replacement of loyalty terminals and establishing a powerful CRM Programme with her team. As part of her passion for diversity and inclusion, she is taking roles in different community organizations and describes her purpose as ‘giving back to society’. She is a strong supporter of workforce equality! Favorite quote: Be the change you wish to see in the world!
Karen Silveri is the Premier Privileges & Luxury Standards CX Manager at Lincoln Motor Company. Silveri has over 20 years of automotive experience, primarily working with luxury OEMs. After a hiatus from Ford Motor Company, Silveri returned in 2011 to work on the Lincoln brand. In her current role, she designs the Lincoln Access Rewards program — the first automotive rewards program focusing on the clients’ passions.
When Silveri rejoined Ford, her primary focus was to work with Lincoln retailers to change client experience at retail. The grassroots efforts she spearheaded, and her many successes, led her to her current role on Lincoln’s Client Experience team, designing and delivering the Lincoln Access Rewards program and leveraging it as an important opportunity for Lincoln to engage with clients.
In an industry driven by margin eroding discounts and promotional coupons, Del Taco is spicing up the QSR space with their new loyalty program Del Taco Del Yeah!
Del Taco has made a bold move to drive purposeful, targeted, incremental and profitable behavior through innovation in QSR loyalty.
Enabled by a full customer focused engagement technology, Del Taco Del Yeah! is delivering multi-tiered, personalized experiences and rewards. Data gathering and journey monitoring provide insights into individual behaviors that drive an enhanced level of personalization based on consumer preferences and behaviors.
But Del Taco won’t stop there...look for continuous value proposition evolution including game mechanics, badge programs, enhanced experiences and personalization designed to create emotional loyalty with an already avid fan base.
This will be an open discussion around international customer loyalty programs with members of Loyalty360. It is a continuation of a working group focused on program partnerships in an in-person session. It will be a discussion around the uniqueness of the international programs, how brands are managing cross border opportunities and challenges (privacy, configuration).
Greg will lead us thru some of the challenges he sees running partnerships for Shell in North and Soth America, and we will reflect on the challenges we have had in the working group.
This session will be an interactive discussion among all attendees like a digital roundtable where topics could include:
Rich is an accomplished data and insight-driven customer-led, multi-disciplinary professional with extensive experiences and achievements over 20+ years in leading or contributing to various innovative and holistic customer loyalty programs and customer experience-related initiatives. He has a broad perspective acquired from many roles in complex, fast-paced corporate, consulting and agency environments with knowledge and expertise gained across many well-known brand that span a diversity of consumer-oriented industries such as restaurant & hospitality, retail, insurance, telecom and financial services. In his current role with McDonald’s, where he has been for 4+ years, Rich is a part of a core team responsible for creating, leading and supporting our global loyalty program design, strategies and our future roadmap & evolution, representing global loyalty on companywide initiatives and instilling a loyalty knowledge & learning culture across the company.
Jennifer Hoth is the director of global loyalty marketing and CRM at ASICS Digital.
Previously, Ms. Hoth held various CRM roles at such retailers as Kohl’s and Duluth Trading Company. She also helped numerous clients propel their email, SMS, and loyalty marketing programs forward during her time at DEG, a Merkle Company.
Ms. Hoth graduated from the University of Wisconsin–Milwaukee with a degree in marketing and has multiple Salesforce Marketing Cloud certifications.
Brands with successful customer loyalty and experience strategies understand that they should never take a “set it and forget it” approach. Marketers always need to anticipate their journey and actively consider “what’s next.” As many brands look to improve, update, or revamp their loyalty strategies, other brands are embracing formal customer loyalty strategies for the first time, understanding the strategy’s value to identify, engage, and reward their best customers. This session at the 2022 Loyalty Expo will look at several marque brands that have updated or enhanced their customer loyalty programs, personalization strategies, or larger customer-centricity efforts, which have resulted in a measurable increase in customer loyalty, engagement, and/or satisfaction, while also proving themselves as a valuable brand differentiator. Loyalty360, as the trade association for customer, channel and brand loyalty, has the pleasure of working with a growing number of brands that are looking to improve the efficacy, efficiency, and impact of their customer loyalty efforts. Yet there are challenges. The landscape for customer loyalty is rapidly evolving; there is a growing list of new “promising” technology, innovative reward/incentive strategies, and revolutionary program design offerings recommended by strategic agencies and analyst entities. Yet brands are struggling to understand the diverse and complex landscape, to assess the best technology, understand the new incentive opportunities, and most importantly, recognize how to make it all work together in a manner that does not impede customer experience. The baseline for success is the ability to effectively listen to and understand their customers, as well as internal and external stakeholders, including managing a financial proforma and initially attaining and sustaining organization alignment going forward. The Key Takeaways:
The current Head of Loyalty & CRM for Giant Food, Ryan Draude has invested his career in the evolution of long-term customer relationships made through the benefits of loyalty & retention programs.
With Giant, he is responsible for fostering the customer relationships with prospective and current shoppers across omnichannel interaction points and forging the path toward benefits and experiences that serve millions of shoppers who shop both in-store and via eCommerce across the Mid-Atlantic.
Ryan formerly led Choice Privileges, the multi-billion-dollar reward program for Choice Hotels, and over a five-year period overhauled the program via the scrutiny of member data and the respect to listen to what members sought from the program. The results catapulted the program to its first major Freddie Award and moved the program from #11 in the country to #2 in the US News & World Report’s Best Hotel Reward Program category.
Prior, Ryan earned a U.S. patent for his work standing up Sallie Mae’s customer engagement efforts via his delivery of the first true-cost college affordability online tool for all families to understand the real education financing. His tenure includes other loyalty, marketing, and financial leadership positions with Rite Aid, Capital One, Citigroup and Switchfly.
He is also an Adjunct Professor at Georgetown University, teaching Loyalty Strategy within their Hospitality Leadership program at the Master’s level for the past four years.
Do you only think of points and coupons when you hear the words loyalty program? If so, you’re missing out on a whole world of opportunities that live past the check-out counter. These brands are in the know.
Join Brierley, in conversation with Bal Harbour Shops, European Wax Center and Hertz, as they discuss how they have leveraged cutting-edge strategies that dramatically improved their companies' emotional loyalty scores while accelerating customer lifetime value trajectories.
Key Takeaways:
The travel and hospitality industries were impacted in many ways during COVID. Some brands were more impacted than others, with impacts driven by various forces.
Most hotels have several internal and external stakeholders, and those stakeholders have varying degrees of engagement with, and understanding of, the brands customer loyalty efforts. For hotels, COVID presented challenges where certain groups (frequent travelers, for example) changed their behaviors. In contrast, new travelers, such as first-responders, may be “unknown” and not a part of or active in the brand’s loyalty program.
The opportunity for Best Western is to understand the changing market dynamics - how external stakeholders engage with the program, diagnose any misalignment within the program, create simplicity for the owners/operators, and ensure all customers understand the program's value.
During this session, Best Western’s Jay Hubbs, Vice President of Advertising, Marketing, Innovation and Analytics will discuss:
Build new shopping habits, deliver robust value-added rewards for your members, and turn your loyalty program from a cost center to a profit center.
As margin pressure increases, sponsored challenges allow retailers to deliver valuable rewards to their most loyal customers while generating a new revenue stream. Challenges allow users to track progress towards a spend, frequency, quantity, or basket goal. When a challenge is completed, a robust sponsored reward is issued to the shopper. Challenges can create new purchase habits as well as improve cross category awareness. In this workshop, retailers will learn how to turn loyalty programs into profit centers by using past shopping and browsing behavior to surface dynamic, targeted challenges to your members.
Key takeaways from the workshop will be: