2018 Customer Expo Event Guide

October 24 - 26 Nashville Airport Marriott Nashville, Tennessee

EVENT GUIDE

The only conference focused completely on your customer

Welcome to Nashville The customer loyalty environment, as it stands today, is one of both rapid change and technological advancement. With these changes comes a familiar refrain: every new technology is described as the next big thing, set to disrupt the entire loyalty paradigm. These claims, of course, are hyperbole more often than not. The fact remains, however, that we stand at the dawn of a new digital age, and the proliferation of technological capability creates an inevitable future scenario in which the way marketers approach CX and its resulting loyalty takes on an entirely new identity. Rather than a singular moment or technology platform completely altering our perception of the market, the change will be (and has been) almost immeasurably gradual. For the most forward-thinking marketers and customer engagement professionals, this steady evolution has resulted in the need to remain in lockstep with a landscape that is constantly in flux. This constant need for understanding and awareness is the goal, though many are still struggling to find sure footing. Where is this foothold found then? It’s our strong belief that it can be found through the sharing of information across organizations and industries. The opportunity to benchmark and network alongside other top marketers in the field opens up a world of new options, while simultaneously revealing a brand-specific path to the kind of customer loyalty that has long been seen as the Holy Grail of the customer loyalty market. This has been the guiding principle throughout the development of this year’s Customer Expo: a summit offering attendees insight from leaders in the space and a chance to come together with a singular drive to engage, retain, and build authentic bonds with the customer. Welcome to Customer Expo—we look forward to three days of the best that CX has to offer.

Mark Johnson, CEO | Loyalty360

TABLE OF CONTENTS

3

WELCOME WELC OME LETTER

6

QUICK REFERENCE MAP

7

GENERAL INFORMA INFORMATION TION

10

AGENDA OVERVIEW

13

CONFERENCE CONFERE NCE DA DAY Y1

26


41


43 SPEAKERS 43 48

MEDIA PARTNERS

49 SPONSORS 49 & EXHIBITORS

Deliver hyper-personalization to your loyalty program with FICO

For more information call +1 888 342 6336

or visit www.fico.com

The numbers don’t lie. Come visit us in our Loyalty Lounge in the exhibit hall!

Our customers achieve tangible results.

130% 62% 4.5/5 $35M

Take your loyalty from strategy to execution faster and better than anyone in the business. Find out how at stellarloyalty.com

more spent per transaction members vs. non-members increase in exclusive member coupon redemption average member satisfaction rating loyalty program revenue impact of $35M lift in one year

A Cheetah Digital Company

QUICK REFERENCE |

MAP MA P

Nashville Airport Marriott Nashville, Tennessee

BREAKOUT SESSIONS

BREAKOUT SESSIONS GENERAL SESSIONS

EXHIBT HALL

6

POWERED BY LOY LOYALTY360 ALTY360 | LOY LOYALTY360.ORG ALTY360.ORG

GENERAL |

INFO

STAFF MEMBERS ARE HERE TO HELP Please feel free to call on any of them for assistance. There will always be someone from the Customer Expo staff available at the registration area.

BADGES

EXHIBIT HALL RECEPTIONS

Please wear your ID badge at all times, they serve as your pass into sessions and other expo events.

Cocktail receptions will be held in the exhibit hall at the times below. We’ll see you there. Wednesday 24th | 5:30pm - 7:00pm Thursday 25th | 5:20pm - 6:45pm

HANDOUTS In an effort to reduce our environmental footprint, presentation slide decks will be hosted exclusively in a digital format. These slides will be made available to attendees on Loyalty360.org following the conference, while presentation videos will be open to view for Loyalty360 members.

MEALS Lunch is served each day, with boxed to-go lunches available as an option on Friday. Wednesday 24th | 12:45pm - 1:45pm Thursday 25th | 12:30pm - 1:30pm

EVALUATIONS Attendee feedback is a crucial tool both for us and for our lineup of speakers. Because of this, we ask that you please complete an evaluation after each session you attend. These evaluations can be found on the Customer Expo mobile app.

Friday 26th | Noon - 12:30pm

BREAKS Light snacks will also be served during breaks Wednesday 24th | 10:50am - 11:10am Thursday 25th | 3:10pm - 3:30pm

TWITTER Follow along or jump into the conversation all week using the hashtag #customerexpo. We look forward seeing your tweets about the event!

2018 CUSTOMER EXPO | EVENT GUIDE

7

QUICK REFERENCE |

CUSTOMER EXPO APP

DOWNLOAD THE CUSTOMER EXPO APP The Customer Expo app blends physical and digital experiences to offer you: Easy access to all event content & updates •

Access the conference agenda, speaker bios, sponsor information, event map, etc.

•

Receive real time updates on conference news, announcements announcem ents and agenda changes

Personalized content, networking, and connections •

Simply select sessions you want to attend to create your personalized “My Agenda”

•

Brand attendees can initiate connections with other attendees to share contact details and network at the conference and beyond

•

Brands, sponsors, and exhibitors will have access to the attendee list

Voting for Award Winners / Session Feedback Feedback •

Attend the finalist presentations and vote for the winners of this year’s Loyalty360 Customer Awards

•

Share your feedback via the “rate the session” surveys

Exclusive Prizes •

Participate in the “Booth There It Is” contest. Use your app to scan the code at each exhibit booth and you’ll be entered in the contest sweepstakes.

Download the Customer Expo 2018 App available for iPhone iPhone,, iPad iPad and and Android devices

Introducing

an integrated set of cloud applications for the entire loyalty lifecycle: Program management Earn and redeem Marketing Customer service International Multi-brand Multi-partner Join our session October 25, 2:10pm to learn more.

#1 Interactive Solutions for Corporate Team Building and Employee Engagement 2.5X Revenues for Companies with Loyal & Engaged Employees

100+ 10 0+ Cities Worldwide

1,500+ Satisfied Companies

With unique mobile scavenger hunts and custom team building activities, your group is sure to have a blast! Find out more at www.strayboots.com

AGENDA OVERVIEW

Tuesday | October 23, 2018 | Page 12

3:00pm–6:30pm

EXHIBIT HALL SET-UP

4:00pm–7:00pm

LOYALTY360 OFFSITE NETWORKING EVENT

7:00pm–8:30pm

LOYALTY360 BRAND MEMBER-ONLY COMMITTEE MEETING

Wednesday We dnesday | October 24, 2018 | Page 13

8:00am

REGISTRATION OPEN

2:40pm – 3:40pm

WORKSHOP WORKSHO P SESSIONS SESSIONS Epsilon | Dell | FICO

8:00am

BREAKFAST (Exhibit Hall)

2:50pm - 3:25pm 9:00am

DAY 1 - KICKOFF

BREAKOUT SESSION J. Lohr | Ally Financial

Mark Johnson, Loyalty360

3:30pm - 4:30pm 9:15am – 10:00am

GENERAL SESSION

WORKSHOP WORKSHO P SESSION SESSION Baesman Insights | Lenati

Firehouse Subs

4:30pm – 5:15pm 10:05am - 10:50am

KEYNOTE SESSION

GENERAL SESSION SAP | Loyalty360

Red Shoes Living

DAY 1 - WRAP UP

5:30pm 10:50am - 11:10am

BREAK (Exhibit Hall)

11:15am - 12:00pm

GENERAL SESSION


5:30pm – 7:00pm

WELCOME RECEPTIO RECEPTION N

8:00pm – 9:30pm

BEST IN CLASS AWARDS

Franklin Covey

12:10pm - 12:45pm

GENERAL SESSION

(The Stillery, 2nd Ave. N)

Kount

12:45pm - 1:45pm

MEET THE SPEAKERS: NETWORKING LUNCH

(Exhibit Hall)

10


Thursday | October 25, 2018 | Page 26

8:00am

REGISTRATION OPEN

8:00am


8:50am – 8:55am

DAY 2 - KICKOFF

2:10pm – 3:10pm

WORKSHOP SESSION SESSIONS S Oracle | SheerID

3:10pm – 3:30pm

BREAK (Exhibit Hall)

3:30pm – 4:00pm

TECH & SERVICE PROVIDER


9:00am – 10:00am

BREAKOUT SESSIONS Loyalty360 Customer Awards Finalist Presentation Presentationss

10:15am – 11:15am

POWER HALF HOUR

4:05pm–4:40pm

BREAKOUT SESSIONS Loyalty360 Customer Awards Finalist Presentation Presentationss

GENERAL SESSION Loblaws

4:45pm–5:20pm

GENERAL SESSION Sony | Universal Music

11:30am – 12:30pm

12:30pm – 1:30pm

BREAKOUT SESSIONS DAY 2 - WRAP UP

Loyalty360 Customer Awards Finalist Presentation Presentationss

5:20pm

MEET THE FINALISTS:

5:20pm–6:45pm

COCKTAIL RECEPTION (Exhibit Hall)

7:00pm - 8:30pm

2018 LOYALTY360 AWARDS -


NETWORKING LUNCH

(Exhibit Hall)

DINNER & CEREMONY

1:30pm–2:05pm

GENERAL SESSION

((Invitation Only – Finalists & Members)

Retail Panel

Friday | October 26, 2018 | Page 41

8:00am

REGISTRATION OPEN

10:30am – 11:05am

GENERAL SESSION

8:00am


11:15pm - 12:00pm

GENERAL SESSION

9:00am – 9:35am

DAY 3 - KICKOFF

12:00pm–12:30pm

LUNCH (Exhibit Hall)


9:45am –10:20am

GENERAL SESSION Award Finalist Panel


11

TUESDAY |

OCTOBER 23

EXHIBIT HALL SET SET-UP -UP 3:00PM – 6:30PM

LOYALTY360 OFFSITE NETWORKING EVENT (SCAVENGER (SCA VENGER HUNT) 4:00PM - 7:00PM

LOYALTY360 BRAND MEMBER-ONLY COMMITTEE MEETING 7:00pm - 8:30pm

12


WEDNESDAY |

OCTOBER 24

REGISTRATION OPEN

8:00am

BREAKFAST BREAKF AST IN EXHIBIT E XHIBIT HALL

8:00am - 8:50am

DAY 1 CONFERENCE KICKOFF GENERAL SESSION

9:00am Session Room - Cumberland Ballroom Loyalty360 CEO Mark Johnson officially kicks off the 2018 Customer Expo conference with a brief introduction & overview of this year’s event.

Mark Johnson CEO & CMO


13

WEDNESDAY | DAY

1

OCTOBER 24

GENERAL SESSION

9:15am - 10:00am

Thinking Local: Building Community Presence with Firehouse Subs Session Room Room - Cumberland Cumberland Ballroom

Don Fox CEO Firehouse of America, LLC

One challenge faced by large chains is creating a unique presence in the communities they serve. Firehouse Subs, for example, consists of over 1,100 locations nationwide, yet establishes an identity that creates both a consistent experience and a local flavor that represents and benefits the community. Exemplifying this commitment to corporate social responsibility is the company’ company’ss philanthropic work through The Firehouse Subs Public Safety Foundation. Through multiple fundraising channels, the company raises money for firefighting equipment and, consequently consequently,, creates an incredible amount of engagement through its commitment to this cause.

Key takeaways from the session include: • The effectiveness of building community-specific experiences to establish local presence at franchise locations • CSR, and how it’s being used as an effective tool for unique engagement • The importance of maintaining a consistent brand experience across all locations

Join Firehouse Subs CEO Don Fox for a Customer Expo session focusing on the importance of finding unique engagement channels, including CSR, and leveraging them to create authentic bonds with both consumers and communities as a whole.

14


WEDNESDAY | DAY

1

OCTOBER 24

KEYNOTE SESSION

10:05am - 10:50am

The Art of the Possible Session Room Room - Cumberland Cumberland Ballroom In this session, Keynote speaker, Lonnie Mayne, shares the powerful message of “Red Shoes Living” based on 30 years of executive leadership working with the most prominent brands in the world. Learn the secrets to creating Red Shoes Experiences and catapult your organization’s organization’s success, while changing your team’s lives. Lonnie Mayne Founder & CEO Red Shoes Living

You will learn what the top-level executives are doing to personalize their day-to-day interactions interactions to create next-level performance in their leaders and teams. Lonnie will inspire and challenge you to thread the Red Shoes Living philosophy into your current culture, in order to create “The Art of the Possible.” Red Shoes Living is a unique and immediately impactful concept that inspires every individual to stand out for the positive in how they work and how they live. It’s about creating high-level performance organizations and changing lives. The concept is unlike anything you’ve ever seen before and produces lasting results that are unmatched by any other program. Today, Today, companies are lining up to bring the message to their employees because it has an instant influence on the customer experience, company culture, leadership performance and the way people live their lives: the magic that makes it so special. There has never been a better time than now to hear this message.

BREAK (EXHIBIT HALL)


10:50am - 11:10am

15

WEDNESDAY | DAY

1

OCTOBER 24

GENERAL SESSION

11:15am - 12:00pm

Fierce Loyalty: Cracking the Code to Customer Devotion: How to earn the Fierce Loyalty of your colleagues, colleagues, customers, and important people in your life Session Room - Cumberland Ballroom

Shawn Moon Executive Vice President Strategic Markets

Loyalty is built one great experience at a time and the difference between a good and a great experience often comes down to how customers feel about their interactions with us. That experience is certainly influenced by our products and services, policies and procedures, and the technology we deploy to make it easier for customers to work with us. The actions of our people on the front line are paramount to delivering the emotional experience that is essential to earning “fierce customer loyalty.” Shawn’s presentation presentation gets to the heart of the challenge every organization faces—inspiring people on the frontline and at every level to behave in ways that result in customers feeling their experience is one of the best they’ve ever had. He will explain the three core loyalty principles – empathy, responsibility,, and generosity – which are essential to earning the fierce loyalty and devotion of our responsibility employees, customers, and important people in our lives. He will also share a proven process – the Loyalty Huddles – to help inspire loyalty building behaviors in every interaction with others. At a time when building fierce loyalty is more crucial than ever, even small improvements mean a big boost in both the bottom line and an organization’s overall health and success. Shawn offers straightforward, straightforwar d, actionable guidance and real-world examples to guide organizations in building the powerful customer devotion required to thrive in our increasingly competitive landscape.

16


WEDNESDAY | DAY

1

OCTOBER 24

BREAKOUT SESSION

12:10pm - 12:45pm

State of of Fraud Fraud in Customer Loyalty Loyalty Session Room Room - Cumberland Cumberland Ballroom

Melayna Gabiou Marketing Director

Loyalty programs are built on trust. Fraud can take it all away quickly, leaving long-lasting damage in its Loyalty wake. A Maritz Motivation Solutions study validates these sentiments, with 58% of actual loyalty fraud victims stating that their experience made them less trusting of the brand. The best way to understand the threat of loyalty fraud is to take a reality break from your current role and attend this session. During this presentation, we’ll discuss common symptoms of loyalty fraud, types of loyalty fraud and steps you can take to have a secure loyalty program.

MEET THE SPEAKERS: NETWORKING LUNCH (EXHIBIT HALL)


12:45pm - 1:45pm

17

WEDNESDAY | DAY

1

OCTOBER 24

1:45pm - 2:45pm

WORKSHOP WORKSHO P SESSION

Building Trust with with Personalization: How Relevant Personalization Deepens Customer Relationships Session Room - Nashville Ballroom Ballroom F

Michael Testa North American Retail & Loyalty Vertical Lead

Consumer behavior continues to evolve driven by the digital transformation. Consumer expectations expectations are high and how organizations engage engage can either injure or build trust. trust. Being relevant is the key to understanding customers in the moment and a way to break-through and strengthen the relationship.

Key takeaways from the session include:

FICO has delivered pioneering analytics and solutions that detect customer interactions and delivers the next best offer and/or and/ or relevant message in real-time. FICO applies advanced analytics and decisioning software to understand your customer,, their context and identify most relevant interaction customer for the moment.

• Anticipate customer needs through advanced analytics and decision software

• Deliver customer relevancy and build trust through HyperPersonalization

• Stay ahead of your competition and adapt to the changing conditions

John Koltonowski Retail Practice Leader

18


WEDNESDAY | DAY

1

OCTOBER 24

WORKSHOP WORKS HOP SESSION

1:45pm - 2:45pm

Driving success success with personalization personalization and the role of gamification Session Room - Cumberland Ballroom

Mitch Kennedy Senior Program Manager of Loyalty & CRM

Personalizing experiences for loyalty members to create emotional connections is the ultimate goal for loyalty marketers. As advancements in loyalty strategy and technology continue, marketers are finding new ways to bring the experiential component of loyalty to life through gamification strategies and machine learning technologies. Humans have a natural tendency to interact more deeply in activities that are framed in a game construct, and adding gamification to your loyalty program can create higher and more meaningful levels of engagement. In this interactive workshop discussion, Mitch Kennedy Kennedy,, Program Manager, US Loyalty, Dell and Tad Fordyce, Senior Vice President of Loyalty, Epsilon will take you on a personalization journey. Attendees will learn practical applications of personalization and hear first-hand how Dell achieved success leveraging gamified loyalty mechanics to implement advanced gamification tactics and strategies. Join Mitch and Tad Tad to be surprised and delighted by the role gamificaiton can play in powering lifetime connections with your customers.

Tad Fordyce Senior Vice President of Loyalty


19

WEDNESDAY | DAY

1

OCTOBER 24

BREAKOUT BREAKO UT SESSION

2:50pm - 3:25pm

Listening to Customers is Key Business Strategy within Ally Financial Session Room Room - Cumberland Cumberland Ballroom

Saloni Janveja Executive Marketing Director of Social, Innovation and Direct to Consumer Insurance

In 2008, consumer confidence in the banking industry was at an all-time low. Millions of Americans felt insecure about their financial futures and turned their backs on the institutions they had previously trusted for many years. This came as a major blow to many banks, but a few rose to the occasion and decided to reinvent their brand. One of these banks was Ally, which launched the world’s first online-only bank, fueled by a responsibility to do right by customers. By utilizing technology as a tool across various products and services, the company has created a unique online presence, which is further supported and amplified through social media channels that inform, educate and engage customers and fans with real-time engagements, informative content and exciting experiences.

Key takeaways from the session include: • How is social media changing the customer experience with brands? • What are the challenges brands face with reaching customers through social? • How social can be used to drive customer loyalty and retention

In her conference session, Saloni Janveja, the Executive Director of Social, Innovation and Direct to Consumer Insurance for Ally Financial, will explain how her company has been using social media technology to respond to customers in meaningful ways.

20


WEDNESDAY | DAY

1

OCTOBER 24


2:50pm - 3:25pm

Keeping it in the Family with J. Lohr’s “Vintage” Approach to Loyalty Session Room - Nashville Ballroom Ballroom F

Rhonda Motil

The wine industry is in an era of consolidation and change. Wineries are diversifying their vineyard footprints by planting and entering into new appellations and many are being acquired by larger players in an effort to build bigger, more varied brand portfolios.

Vice President Marketing

J. Lohr Vineyards & Wines, however, is taking a different approach – choosing instead to maintain focus on only one brand name and the three chosen appellations where they have decades-long experiences in growing grapes. This strategy is opening the door to true brand loyalty for consumers who have ‘grown up’ with J. Lohr over the past four decades, as well as new wine enthusiasts. This loyalty is then driven home thanks, in large part, to the company’s sustainability efforts, as well as its family-owned and operated business model. The laser-focused laser-focused approach to customer customer loyalty with an emphasis on Family, Family, Place, and Craft has allowed J. Lohr to navigate a rather traditional industry that is full of a unique set of opportunities, challenges, and pitfalls.

Key takeaways takeaways from the session include: • Establishing brand pillars that are authentic and resonate with consumers, inclusive of social and digital usage, in a rapidly changing and consolidating industry • The advantages of remaining true to a single brand, as opposed to potentially diluting loyalty across multiple products • Driving engagement through cause marketing, including sustainability efforts, as a method of building foundational loyalty

Rhonda Motil, VP Marketing of J. Lohr Vineyards Vineyards & Wines, will walk Customer Expo attendees through the brand’s journey as a true family business over the past four decades, while navigating the increasingly complex landscape of the wine industry.


21

WEDNESDAY | DAY

1

OCTOBER 24

WORKSHOP SESSION

3:30pm - 4:30pm

Executive Perspectives Perspectives in Re Review: view: A Current Look at at Loyalty Loyalty Differentiators Session Room Room - Cumberland Cumberland Ballroom

Jeff Sopko President, Insights & Marketing

This session, moderated by Mark Johnson, will cover vital topics from the Executive Perspectives Perspectives series with the Baesman Insights & Marketing team. The session focuses on the urgent shifts in the loyalty landscape that are disrupting brands and driving them to evolve, or risk irrelevance. The session dives into three areas from the series. Disruptive brands, the importance of defining loyalty for brands and customers, and utilizing analytics to uncover meaningful insights.

Kim Welther Vice President of Loyalty Strategy

22


WEDNESDAY | DAY

1

OCTOBER 24

WORKSHOP SESSION

3:30pm - 4:30pm

Driving Customer Value Realization through Digital Engagement Session Room - Nashville Ballroom Ballroom F

Antje Helfrich Senior Manager

Highly engaged customers get more value from your digital service and in turn spend more and churn less. What does “engagement” really mean? mean? How do you drive e ngagement? Digital engagement refers to the sum of all non-transact non-transactional ional interactions customers have with a brand through mobile or online channels. These interactions are crucial especially for subscription services, where consumers are realizing value – and evaluating your value prop throughout the entire lifecycle of the subscription rather than just at point of purchase. Lenati can help you think through ways to engage your customers at just the right time with just the right touch, leveraging product design, marketing, and “big data”.

Rich Perkins Marketing Strategy Manager

5:30pm - 5:35pm


23

WEDNESDAY | DAY

1

OCTOBER 24

GENERAL SESSION

4:40pm - 5:25pm

Bridging the Marketer’s Divide: How Personalization, Data, and Optimization Can Drive a Positive Customer Experience and Build Build Trust [Research [Research Preview] Session Room Room - Cumberland Cumberland Ballroom There is a realization from marketers today that personalization and sanguine data sets driven by effective data process is table stakes in the marketing discussion. However, However, the “how to” is not so easy for marketers to understand, let alone operationalize. Kevin Cochrane CMO

The complexity inherent in this process; banal, confusing and potentially arcane verbiage can lead to confusion for marketers. Best in class customer experience is about effective orchestration of the entire value chain to deliver a personalized, authentic, consistent, consistent, and responsive experience. However, However, this is still a challenge for many brands in today’s new marketing paradigm. As marketers know due to a variety of internal and external forces, from silos, to data regulations, to knowledge gaps, legacy systems, and rapidly changing technologies. This session will look at challenges that exist in the market and how brands could be thinking about the opportunity in a manner that can be advantageous to their customer loyalty efforts, their customers’ expectations, and the opportunity to stand out in their competitive set. Understanding “where they are,” “where to go,” and “how to get there” are challenges for marketers bereft of a marketing playbook and honest technology guide. This discussion will give those in attendance a candid assessment of the market today.


Based on research conducted by Loyalty360 and supported by SAP to be released in early November 2018, Mark Johnson, CEO, Loyalty360 and Kevin Cochrane, CMO, SAP Customer Experience, and special guests will give a preview of the full report by concentrating on three important areas: a focus on personalization, data management and privacy, and effective measurement and planning in evaluating the state of their organizations with respect to marketing becoming a trust source of business.

DAY DA Y 1 - WRAP UP (GENERAL SESSION)

5:30pm

COCKTAIL RECEPTION (EXHIBIT HALL)

5:30pm - 7:00pm

LOYALTY360 BEST IN CLASS AWARDS

8:00pm - 9:30pm

(THE STILLERY 2ND AVE N)

24


WEDNESDAY | DAY

1

OCTOBER 24

8:00pm – 9:30pm

GENERAL SESSION

2018 Loy Loyalty360 alty360

Best In Class Awards Location - The Stillery, 2nd Ave. N The Loyalty360 Best in Class Awards will recognize the top tier of Loyalty360 members across a variety of categories, granting the distinction to a group of the industry’s leading brands and suppliers. Award winners were chosen by the members of the Loyalty360 editorial staff and a select group of Loyalty360 Customer Award judges.

Best in Class Catagories:

Partnership

Employee Focus

Customer Focus

Agency

Customer Experience Strategy

Technology

Customer Experience Team

Customer Loyalty

Program Strategy


25

THURSDAY |

OCTOBER 25

REGISTRATION OPEN

8:00am


8:00am - 9:00am


8:50am - 8:55am Session Room - Cumberland Ballroom Join us as we kick off Day 2 of Customer Expo 2018.


2018 CUSTOMER EXPO | EVENT GUIDE 26

POWERED BY LOY LOYALTY360 ALTY360 | LOY LOYALTY360.ORG ALTY360.ORG26

THURSDAY | DAY

2

OCTOBER 25

9:00am - 10:00am


2018 Loyalty360 Customer Awards Finalist Presentations:

Customer Insights Session Room Room - Cumberland Cumberland Ballroom Leading up to Thursday’s Loyalty360 Awards ceremony, the finalists competing in the 2018 awards will share details of their programs and strategies in fast-paced, 10-15 minute presentations. These presentations give attendees a chance to hear first-hand from the brands that are delivering experiences that set them apart from the competition and create happy, loyal customers. After the presentations, attendees will vote for their choices for bronze, silver, gold, and platinum in the particular category.

Andrew George

Don Fox

Suzanne McDonnell

Toyin Powell

Associat Asso ciatee Direc Director tor, Natio National nal Customer Experience Marketing,

Chief Executive Officer

Senior Marketing Manager

Director, Member Acquisition and Early Engagement Strategy


27

THURSDAY | DAY

2

OCTOBER 25

9:00am - 10:00am



Customer Centric Culture Session Room - Nashville Ballroom F Leading up to Thursday’s Loyalty360 Awards ceremony, the finalists competing in the 2018 awards will share details of their programs and strategies in fast-paced, 10-15 minute presentations. These presentations give attendees a chance to hear first-hand from the brands that are delivering experiences that set them apart from the competition and create happy, loyal customers. After the presentations, attendees will vote for their choices for bronze, silver, gold, and platinum in the particular category.

Doug Speedie Senior Partnership Manager

28

Jim Noteboom Senior Vice President, Loyalty & Consumer Insights

Ryan Hill

Tyler Saxey

Director of Customer Experience



THURSDAY | DAY

2

OCTOBER 25

9:00am - 10:00am



Loyalty & Advocacy Session Room Room - Nashville Ballroom A Leading up to Thursday’s Loyalty360 Awards ceremony, the finalists competing in the 2018 awards will share details of their programs and strategies in fast-paced, 10-15 minute presentations. These presentations give attendees a chance to hear first-hand from the brands that are delivering experiences that set them apart from the competition and create happy, loyal customers. After the presentations, attendees will vote for their choices for bronze, silver, gold, and platinum in the particular category.

Nadav Gan

Darrin Samaha

Kelly Mahoney

Ron Davis

Vice President, Franchise Strategy

Vice President of Brand

Senior Director of Customer Marketing

Senior Manager Loyalty Operations


29

THURSDAY | DAY

2

OCTOBER 25


10:15am - 11:15am


Employee Impact Session Room - Cumberland Ballroom Leading up to Thursday’s Loyalty360 Awards ceremony, the finalists competing in the 2018 awards will share details of their programs and strategies in fast-paced, 10-15 minute presentations. These presentations give attendees a chance to hear first-hand from the brands that are delivering experiences that set them apart from the competition and create happy, loyal customers. After the presentations, attendees will vote for their choices for bronze, silver, gold, and platinum in the particular category.

Jimmy Budnik

Jeff Halverson

Michael Loizou

Toyin Powell

Vice President of Customer Care

VP of Operations

Director of Sales & Marketing


30


THURSDAY | DAY

2

OCTOBER 25


10:15am - 11:15am


Awareness & Acquisition Session Room Room - Nashville Ballroom F Leading up to Thursday’s Loyalty360 Awards ceremony, the finalists competing in the 2018 awards will share details of their programs and strategies in fast-paced, 10-15 minute presentations. These presentations give attendees a chance to hear first-hand from the brands that are delivering experiences that set them apart from the competition and create happy, loyal customers. After the presentations, attendees will vote for their choices for bronze, silver, gold, and platinum in the particular category.

Scott Byrer

Fred Pratt

Ryan Hill

Siobhan Mitchell

Director Consumer Engagement

Director of Marketing


Director of Loyalty Marketing


31

THURSDAY | DAY

2

OCTOBER 25


10:15am - 11:15am


Customer Experience & Engagement Session Room - Nashville Ballroom A Leading up to Thursday’s Loyalty360 Awards ceremony, the finalists competing in the 2018 awards will share details of their programs and strategies in fast-paced, 10-15 minute presentations. These presentations give attendees a chance to hear first-hand from the brands that are delivering experiences that set them apart from the competition and create happy, loyal customers. After the presentations, attendees will vote for their choices for bronze, silver, gold, and platinum in the particular category.

32

David Overman

Katherine McKinley

Mark Staples

Stephanie McGinley

Rewards Manager

Senior Marketing Analyst

Associa Ass ociate te Dir Direct ector or

Digital Communications Manager


THURSDAY | DAY

2

OCTOBER 25


11:30am - 12:30pm


Brand Collaboration Session Room Room - Cumberland Cumberland Ballroom Leading up to Thursday’s Loyalty360 Awards ceremony, the finalists competing in the 2018 awards will share details of their programs and strategies in fast-paced, 10-15 minute presentations. These presentations give attendees a chance to hear first-hand from the brands that are delivering experiences that set them apart from the competition and create happy, loyal customers. After the presentations, attendees will vote for their choices for bronze, silver, gold, and platinum in the particular category.

Chris Roution

Fred Pratt

Michael Loizou

Toyin Powell

Director of Marketing Partnerships & Business Development


Director of Sales & Marketing



33

THURSDAY | DAY

2

OCTOBER 25


10:15am - 11:15am


Brand Messaging & Communication Session Room - Nashville Ballroom F Leading up to Thursday’s Loyalty360 Awards ceremony, the finalists competing in the 2018 awards will share details of their programs and strategies in fast-paced, 10-15 minute presentations. These presentations give attendees a chance to hear first-hand from the brands that are delivering experiences that set them apart from the competition and create happy, loyal customers. After the presentations, attendees will vote for their choices for bronze, silver, gold, and platinum in the particular category.

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Brian Roach

Kristen Kille

Fred Pratt

Ryan Hill

Siobhan Mitchell

Marketing Director, Strategic Initiatives

Marketing Manager





THURSDAY | DAY

2

OCTOBER 25


11:30am - 12:30pm


Experience & Design Innov Innovation ation Session Room Room - Nashville Ballroom A Leading up to Thursday’s Loyalty360 Awards ceremony, the finalists competing in the 2018 awards will share details of their programs and strategies in fast-paced, 10-15 minute presentations. These presentations give attendees a chance to hear first-hand from the brands that are delivering experiences that set them apart from the competition and create happy, loyal customers. After the presentations, attendees will vote for their choices for bronze, silver, gold, and platinum in the particular category.

Nate Ford

Dragan Yerkic

George Li

Andrew George

Speech Analytics Analyst Anal yst,, USA USA

Director Of Quality Assurance

Senior Associate Brand Manager

Associa Ass ociate te Dir Direct ector or,, Natio National nal Customer Experience Marketing,

Lesley Hubbard

John Consigli

UX Design Manager,

Director, Digital Products, Customer Experience

MEET THE FINALISTS: NETWORKING LUNCH (EXHIBIT HALL)


12:30pm - 1:30pm

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THURSDAY | DAY

2

OCTOBER 25

GENERAL SESSION

1:30pm - 2:05pm

Creating Measurable Customer Experience & Loyalty Loyalty in an Evolving Retail Market Market Session Room - Cumberland Ballroom The retail space is nearly unrecognizable from what it was ten, even five years ago. From the rise of online shopping, to elevating the in-store experience, changing customer expectations, and the opportunity to add alternative rewards to the current mix, the result is a crossroads in which individual organizations must find unique solutions that create alignment within the brand; there is no one-size-fitsall solution. During Customer Expo 2018, marketers from leading brands in this industry will discuss the implications of an increasingly digital space, and what their organizations are doing to both adapt to changing customer preferences, while still remaining true to their core values.

Brian Venuti Vice President, Global CRM

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Darrin Samaha

Kelly Mahoney

Vice President of Brand

Senior Director of Customer Marketing


THURSDAY | DAY

2

OCTOBER 25

WORKSHOP SESSION

2:10pm - 3:10pm

How Leading Brands like Spotify, Comcast and Lowe’s are Building Loyalty Session Room - Nashville Ballroom Ballroom F

Sai Koppala CMO

SheerID provides eligibility verification for students, teachers, military personnel and their families, veterans, and first responders. Its verification services are used by companies that want to protect exclusive discounts they offer to specific target groups, online, at point of sales, or via mobile apps. In this session, Sai Koppala, CMO, SheerID will share how SheerID is working with leading brands in this space.


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THURSDAY | DAY

2

OCTOBER 25

WORKSHOP WORKS HOP SESSION

2:10pm - 3:10pm

The What, the Why and the How of International Lo Loyalty yalty Session Room - Cumberland Ballroom Customers today expect the same experience no matter where they shop with you, be it across channels, across geographies, or within franchises. To the consumer, there is one brand. Loyalty programs are not exempt, the same rules apply. Christine Bardwell Global Product Manager - Strategy

In this workshop, presented by Christine Bardwell, Global Product Manager – Strategy, Oracle, she will discuss the requirements, challenges and benefits of running international loyalty programs.

TECHNOLOGY & SERVICE PROVIDER POWER 1/2 HOUR (GENERAL SESSION)

3:30pm - 4:00pm

Session Room - Cumberland Ballroom Take a peek at the newest technologies and services set to shake up the customer loyalty industry during the Technology & Service Provider Power Half-Hour. This rapid-fire 30 minute session features presentations from suppliers and the tools they’ve developed to help YOU reach customers and build loyalty.

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THURSDAY | DAY

2

OCTOBER 25

GENERAL SESSION

4:05pm - 4:40pm

Transformative Change North of the Border, with Loblaw Session Room Room - Cumberland Cumberland Ballroom

Jim Noteboom Senior Vice President, Loyalty & Consumer Insights

In February 2018, as many a Canadian customer loyalty programs were faced with bit of turbulence, two of Canada’s better-known rewards programs merged, as Shoppers Optimum and PC Plus—two brands under the Loblaw umbrella—combined to become PC Optimum. One of the challenges facing the combined entity was the concern from customers that the already-stron already-strong g programs would be changed beyond recognition, but through a series of focus groups, combined with organizational commitment commitment from the combined senior management team, customer feedback was allowed to essentially “drive the bus” of the program’ program’ss value equation. Customers wanted convenience and simplicity, two qualities that were delivered without question.

Key takeaways from the session include: • Carefully listen to customers • Enable channels for the customers based on their preference, how and when they want to engage with you • Create personalization and relevancy through simplicity & value

This commitment to change was a huge risk, but a calculated one, and has since proven to be worth taking.


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THURSDAY | DAY

2

OCTOBER 25

GENERAL SESSION

4:45pm - 5:20pm

Non-Promotional Rewards: How Experiential Rewards Re wards are Changing Changing Customer Lo Loyalty yalty Session Room Room - Cumberland Cumberland Ballroom While loyalty programs vary in their approach to attract and retain customers, one thing is certain: the landscape for customer loyalty is changing. Today Today there are more ways to reach customers than ever before, but at the cost of a marketing information overload. As potential customers sort through a trove of offers to find programs that fit their consumer habits, companies are struggling to stand out from the masses. In his Customer Expo session, panelists from SONY and Universal Music will discuss how businesses can engage customers by offering alternative loyalty incentives and experiential rewards.

Key takeaways from the session include: • Loyalty companies need to drive value and engagement through a variety of different ways to both stand out to customers and retain their business • When considering non-promotional elements of a value proposition, it is important to understand customer expectations and how they fit within the customer journey

Pete Wood Senior Vice President, Global Digital Sales and Distribution

• Non-promotional incentives and rewards have real ROI and can directly contribute to the business

Gary Keffer Director,, Strategic Marketing Director

DAY TWO WRAP UP (GENERAL SESSION)

5:20pm - 5:25pm

COCKTAIL RECEPTION (EXHIBIT HALL)

5:20pm - 6:45pm

2018 LOYALTY360 CUSTOMER AWARDS CEREMONY

7:00pm - 8:30pm

Join us for a celebration of Loyalty360 Award finalists, and be there for the announcement of winners in each category at this exclusive dinner event. Open to award finalists and members of Loyalty360.

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FRIDAY |

OCTOBER 26

REGISTRATION OPEN

8:00am


8:00am - 9:00am


9:00am Session Room - Cumberland Ballroom Join us as we kick off Day 3 of Customer Expo 2018.



POWERED BY LOY LOYALTY360 ALTY360 | LOY LOYALTY360.ORG ALTY360.ORG41

FRIDAY | DAY

3

OCTOBER 26

9:00am - 9:35am

GENERAL SESSION

Meet the Finalists:

Q&A with the Loyalty360 Customer Award Finalists Finalists Session Room Room - Cumberland Cumberland Ballroom Above all else, Customer Expo is an intersection of two key objectives: recognizing top loyalty brands with our Customer Awards, and offering sessions that present crucial insight needed to move the industry forward. This panel seeks to combine the two, as attendees will hear from some of our 2018 Customer Award finalists in a panel discussing the challenges, triumphs, and trends that have emerged in this changing vertical.

Siobhan Mitchell

Tyler Saxey

Ron Davis



Senior Manager Loyalty Operations

CLOSING KEYNOTE SESSION (CUMBERLAND BALLROOM) LUNCH (EXHIBIT HALL)

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9:45am - 11:45am 12:00pm


SPEAKERS

Christine Bardwell

Ron Davis

Global Product Manager - Strategy Strategy | Oracle

Senior Manager Loyalty Operations | Sleep Number

Christine Bardwell is responsible for global s trategy for Oracle Loyalty. Loyalty. Prior to joining Oracle in 2015, she accumulated more than a decade of industry experience as a researcher, analyst, and consultant to leading retail brands and technology companies focused on the pursuit of the ultimate customer experience.

As the Senior Manager of Loyalty Operations, Ron manages the development, execution and management of Sleep Number’s InnerCircle Loyalty program. Ron is responsible for the success of the loyalty program by ensuring customers are delighted and key metrics are achieved. He manages all program initiatives and operationalizes them. He is responsible for the InnerCircle member engagement, growth and profitability. His experience in retail, sales, operations, project management and information technology provides a unique and holistic approach to the loyalty program which allows for quick implementation of new functionality using an agile approach. Ron is consistently working to delight his customers and improve the program using feedback from the members directly as well as leveraging the program to provide benefits to various departments within Sleep Number. Prior to joining Sleep Number, Ron held management positions at Rent a Center and Hollywood Video as well as serving as a commissioned officer in the U.S. Army. He was born and raised in Ohio but has lived in multiple states and countries in his career. Ron holds a Bachelor of Science in Computer Science, a Master in Business Administration and is certified as a Project Management Professional and Six Sigma Green Belt.

Jimmy Budnik Vice President of Customer Care Care | Overstock.com

Jimmy Budnik, Overstock.com’s Vice President of Customer Care, began his career with the online retailer in 2008 as a Senior Process Improvement Engineer after half a decade working as an Industrial Engineer, first with UPS, then with Homeshield. Budnik has held several positions in his time at Overstock, where he developed strategies and executed improvements initiatives to drive growth and improve the customer experience. These roles included transitioning between multiple departments as a Chief of Staff, including Customer Care, Marketing, Merchandising, and the Office of the President. Also during this time, he was a Senior Director of the Product Content Teams, worked in Overstock’s technology incubator, OLabs, and most recently he served in a dual role as the General Manager of Marketplace and the General Merchandising Manager for Home Essentials and Apparel. In his current role as VP of Customer Care, Budnik leads a workforce of hundreds of associates that consistently deliver a world-class customer experience, while promoting the customer-centric culture that has given Overstock the reputation as an award-winning leader in online retail customer service for nearly two decades.

Scott Byrer

Tad Fordyce Senior Vice President of Loyalty | Epsilon

As Senior Vice President, Loyalty, Tad is responsible for leading Epsilon’s Loyalty business, including the Agility Loyalty™ solution. Prior to joining Epsilon in January 2016, Tad served as Senior Vice President, Global Commercial Solutions at Visa, where he was responsible for Visa’s B2B payment products around the world. Additionally, he was responsible for business strategy and product management of Visa’s risk, loyalty, and business intelligent solutions. Before joining Visa, Tad was the director of database marketing for Hilton Hotels Corporation. Tad holds a Bachelor of Fine Arts in Communications from Southern Methodist University.

Director Consumer Engagement | Adidas

With nearly ten years of digital marketing experience in the footwear, apparel and consumer electronics spaces, Scott now oversees consumer engagement for adidas in the US market. As a part of his role, he leads a team that looks after all CRM efforts for the market, including consumer acquisition, email, push notifications and the all-new membership program, Creators Club. He lives in Portland, OR with his wife, son and French bulldog.

Kevin Cochrane Chief Marketing Officer Officer | SAP

Kevin Cochrane was appointed to the position of Chief Marketing Officer, SAP Customer Experience and C/ C/4HANA, 4HANA, in February 2018, bringing over 20 years’ experience in the digital experience and digital marketing space to the job. He started his career as co-founder of Interwoven, where in partnership with leading eCommerce vendors he created the Web Content Management (WCM) market and helped CIOs around the globe move their business to the Web and drive online revenue. An early pioneer in the open source and open standards movement as VP Product Marketing for Enterprise Content Management (ECM) leader Alfresco and later Day Software, Kevin is known as an executive who sees market opportunities and executes quickly on his vision.

John Consigli Director, Digital Products, Products, Customer Experience | Prudential Financial

John leads a diverse team of digital product owners and UX designers to transform the authenticated and public websites and tools of Prudential’s Workplace Solutions businesses. He collaborates with customer experience peers across the enterprise to align on emerging technologies and methods to improve the low points of important customer journeys and increase ease of doing business and engagement. John is a Customer Experience professional with a storied background in UX design, crossdisciplinary collaboration, innovation and digital transformation. He inspires inclusive teams to provide customer-led, intuitive, digital experiences that drive positive business outcomes.


Nate Ford Speech Analytics Analyst, USA | Allianz Partners

Nate Ford serves as Speech Analytics Analyst for Allianz Partners in Richmond, VA. In this role, he works to ensure his organization is delivering an excellent customer service experience through the implementation and administration of the Speech Analytics program. Nate is responsible for building and maintaining categories, identifying new opportunities, and making suggestions for improvements based on his findings. Before joining Allianz Partners in April 2016, Nate served as a Speech Analyst for Discover Financial Services, where he was selected as part of their Speech Analytics pilot program. Here, Nate worked with the rest of his team to build a Speech Analytics program, helping to design and test organizational best practices for a successful program. Nate has 14 years of customer service experience which has reinforced his firm dedication to the importance of the customer experience within any organization. He holds a B.A. in History from Washington College.

Don Fox Chief Executive Officer Officer | Firehouse of America, LLC

Leading the strategic growth of Firehouse Subs, one of America’s leading fast casual restaurant brands. Under his leadership, the brand has grown to more than 1,116 restaurants and nontraditional locations in 44 states, Puerto Rico, Canada, and Mexico, and is recognized as one of the best franchises in the country. Don sits on various boards of influence in the restaurant community, and is a respected speaker, commentator and published author. He was recognized by Nation’s Restaurant News as 2011’s Operator of the Year. In 2013, he received the prestigious Silver Plate Award from the International Food Manufacturers Association (IFMA), was recognized by FastCasual.com as the No.1 Executive in the fast casual restaurant community, and received the National Restaurant Association’s Advocacy Leadership Award.

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SPEAKERS

Melayna Gabiou

Lesley Hubbard

Marketing Director Director | Kount

UX Design Manager | Prudential Financial

Melayna is the Director of Marketing at Kount and has been with the company since 2014. She is responsible for the digital marketing team activities. Her experience working with fraud professionals has founded a new passion to bring-to-market best practices and solutions related to stopping fraudsters online. Launching fraud mitigation strategies that include a creative voice and compelling message is what drives her everyday work. Prior to joining Kount, Melayna managed events and demand generation activities at Clearwater Analytics. Melayna Gabiou grew up in Boise, Idaho and attended Boise State University earning a BBA in Marketing.

Lesley’s current role as an Experience Architect focuses on improving Prudential’s websites and digital properties as engaging, useful, and valuable. She has worked over twenty years in the digital Financial, Healthcare, and Broadcast industries, including five with Prudential. By tackling everyday challenges with technology, empathy, and research skills, Lesley strives to understand customer behavior, while identifying and aligning insights to deliver on Prudential’s strong brand.

Saloni Janveja Nadav Gan

Executive Marketing Director of Social, Innovation and Direct to Consumer Insurance | Ally Financial

Vice President of Franchise Development | AMC Networks

Saloni Janveja is the Executive Marketing Director of Social, Innovation and Direct to Consumer Insurance at Ally Financial. She joined the company in 2008 as a Customer Relationship Management director to build out the journeys for Ally’s auto and bank customer base. In her current role, Janveja oversees enterprise social media efforts including customer engagement and prospecting, and she examines up and coming technology to keep Ally marketing efforts on the cutting edge. Prior to joining Ally, Janveja held several roles at General Motors. She graduated from University of Michigan with a Bachelor of Business Administration in Finance, and went on to receive a Master of Business Administration in Marketing Strategy at University of Michigan’s Stephen M. Ross School of Business. In her free time, Janveja enjoys horseback riding and photography.

Nadav Gan is Vice President of Franchise Development at AMC Networks, where he is focused on maximizing value of AMC Studios-owned assets and intellectual property, promoting the development of global franchises and serving growing fan communities. This includes fan engagement, eCommerce, location-based entertainment, gaming, and other initiatives to support franchises such as “The Walking Dead Universe”, “Into the Badlands”, “The Terror”, and “Lodge 49”. Prior to AMC, Nadav spent four years with Univision Communications, where, as the Director of Enterprise Development, he ran commercial partnerships, business incubation, corporate venture investments, and corporate strategy. Nadav holds an MBA from the Massachusetts Institute of Technology (MIT), Sloan School of Management, and he currently sits on the Advisory Boards of a several media-related startups, and on the NYC Executive Board of Save a Child’s Heart Foundation.

Mark Johnson Andrew George Associate Director, National Customer Experience Marketing | Canadian Red Cross Andrew George is the Associate Director of Customer Experience Marketing at the Canadian Red Cross. Living and working in Vancouver, British Columbia, he spent the last 3 years focused on customer experience initiatives, analysis, and customer journey discovery. Andrew is a former Loyalty360 Gold Award winner in the category of Brand Messaging and Communication in the Customer Experience category.

Jeff Halverson VP of Operations | ULTA

Antje Helfrich Senior Manager | Lenati

Antje Helfrich is a Senior Manager at Lenati and brings over 20 years of experience developing B2B and B2C customer-centric marketing strategies. She has led successful initiatives with well-known brands including Starbucks, Microsoft, T-Mobile, SAP, AT&T and more. Antje is passionate about the intersection across business, customer, and marketing technologies. As a leader in Lenati’s Customer Experience Practice, she helps clients create meaningful customer experiences programs that drive loyalty and generate business growth.

CEO & CMO | Loyalty360

A CEO & CMO 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. Mark has significant experience in selling, designing and administering prepaid, loyalty/CRM programs, as well as data-driven marketing communication programs. A recognized thought leader in loyalty marketing, Mark shares his expert insights with media worldwide. He is a regular contributor to Hotel Executive and 21st Century Business and has been featured in FoxBusiness, NBC News, ABC News, New York Times, Washington Post, 1to1 Magazine, MarketingSherpa, CRM Magazine and The PrePaid Press.

Gary Keffer Director,, Strategic Marketing | Universal Music Group Nashville Director

Gary Keffer is the Director, Strategic Marketing at Universal Music Group Nashville where he is responsible for the development, administration, and growth of brand partnerships and integration opportunities across all four imprints of the label roster – Capitol Records Nashville, Mercury Nashville, MCA Nashville, and EMI Records Nashville. With nearly two decades of experience in consumer marketing, brand management, and media partnerships, Gary connects brands and audiences to improve efficiency of spend and efficacy of marketing efforts. This year, Gary developed and managed brand relationships that contributed to projects from Carrie Underwood, Keith Urban, Luke Bryan, Eric Church, and Darius Rucker (amongst others) generating more than 150 million paid media impressions and more than $25 million in earned media value.

Ryan Hill Director of Customer Customer Experience | CaesarsEntertainment

Mitch Kennedy

Ryan Hill joined Caesars Entertainment in January 2018 as the Director of Customer Experience. Ryan works closely with the loyalty team on various strategic and operational initiatives to drive acquisition and increased engagement in Total Rewards, Caesars 55M member loyalty program. In addition, Ryan works on Customer Journey and Customer Experience projects, particularly as it relates to a guest’s pre-trip and post-trip experience. Prior to joining Caesars, Ryan was a consultant at Bain & Company and owned a technologydriven local services business.

Senior Program Manager of Loyalty & CRM | Dell

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Mitch Kennedy is the Dell program manager for US based loyalty programs in support of consumer, small business, and gaming responsible for program structure, strategy, communications, and analytics. Mr. Kennedy is an expert in the application of games and gamification strategies in loyalty programs and member based communities and brings a deep understanding of the psychological drivers behind game structure and outcomes. With over a decade’s experience driving key customer behaviors through engagement programs in a variety of industries including travel, golf, retail, consumer electronics, and major sports and music events.


Kristen Kille

Lonnie Mayne

Marketing Manager | Ally Financial

Founder & CEO | Red Shoes Living

Kristen Kille is a marketing manager responsible for planning and delivering CRM strategies across the Ally Invest line of business. In this role, she leads a team focused on onboarding, engagement, retention, cross sell and upsell for for customer audiences. Kristen and her husband reside in Charlotte, N.C. with their three dogs. In her free time, she loves traveling, spending time with family and friends, and attending live sporting events.

Lonnie Mayne created Red Shoes Living while serving as president of InMoment. What began as an internal initiative to define and give structure to the distinctive InMoment culture, quickly grew into a vehicle through which Mayne and the company could provide support for a necessary, but often neglected factor so necessary in building successful, customercentric organizations: the human factor. Today, Lonnie is an internationally recognized speaker and coach, sharing his message of “standing out” and creating exceptional experiences for employees, customers and in personal relationships. He has become a regular presenter at the prestigious British Citizen Awards. Held biannually at the Palace of Westminster, the awards recognize individuals for doing extraordinary things, truly making a difference in their local communities. Whether it’s business or personal, Lonnie believes that Red Shoes Living is a way of life. His impactful presentations and leadership coaching provide guidance to individuals and organizations on how to create authentic, memorable relationships and cultures.

John Koltonowski Retail Practice Leader | FICO

John is the Retail Practice Leader at FICO. FICO. John provides thought leadership and is responsible for the delivery of FICO Retail Solutions focusing on analytics, technology and process. John has over 25 years of business and consulting experience in personalization, marketing, customer management, information technology and organization transformation. Prior to joining FICO, John held various positions at the Kellogg Company and Ernst & Young. John is a graduate of Northwood University.

Sai Koppala CMO | SheerID

Sai Koppala is the CMO at SheerID, the leading digital verification provider that enables brands like Nike, Spotify, & Lowe’s to build deeper relationships with customers through gated offers. Prior to SheerID, Sai led a variety of marketing and product teams at global software companies like Google and SAP, as well as start-ups like Proximity (Acquired by Apple) and Apigee (Acquired by Google). Sai is an Electrical Engineer by training, with an MBA in Marketing from Kellogg School, Northwestern University.

Suzanne McDonnell Senior Marketing Manager Manager | Sony

Suzanne McDonnell is a Senior Marketing Manager at Sony Corporation of America. Sh e is a marketing technology enthusiast and tireless consumer advocate with nearly a decade of marketing experience at Sony. Suzanne leads the partner management and people based marketing team responsible for working in concert across the Sony business units to deliver seamless experiences that strengthen consumer engagement and emotional connection to the brand. Her data driven marketing approach is fueled by the power of Sony’s robust first party data set, analytics and technology stack. Suzanne is a thought leader in progressing Sony’s people based marketing initiatives with a keen focus on developing effective, multichannel strategies that deliver measurable 1:1 results.

Stephanie McGinley George Li

Digital Communications Manager | National Lacrosse League

Senior Associate Brand Manager Manager | Budweiser

George Li is the Associate Brand Manager on the US Budweiser brand team responsible for commercial integration and leading Budweiser’s loyalty program: Budweiser Rewards. Launched in January 2018, Budweiser Rewards already has more than 130,000 members and is available in all 50 states. George’s previous roles include leading commercial analysis for Budweiser as well as being part of Anheuser-Busch’s Global Management Trainee program. George graduated from The University of Pennsylvania where he earned his Bachelor of Science in Economics.

Kelly Mahoney Senior Director of Customer Marketing | Ulta Beauty

Kelly has a proven executive leadership track record and over 15 years’ experience driving revenue growth through loyalty, payment, and technology-led marketing solutions. Kelly is the Senior Director of Customer Marketing at Ulta Beauty, responsible for the Ultamate Rewards Loyalty program, member lifecycle communications and enterprise-wide personalization strategies as well as the CRM solutions. She plays a critical role in delivering value added programs to our members, enabling associates to deliver a superior member experience, and increasing top-line growth to the enterprise. Prior to this role, she held the position as Director of Strategy at Ulta Beauty, responsible for the strategic plan for retail process optimization by focusing on the development and execution of omni-channel solutions, mobile payment, associate training & communications. She is currently an advisory board member for Hatch Loyalty (formerly known as Belly) providing strategic guidance on efforts to scale the enterprise business and shape the long term strategic vision. Prior to joining Ulta Beauty, Kelly led a strategic Practice Unit within Eire Direct Marketing, specializing in the development and implementation of: Loyalty/Rewards, CRM, Data Analytics, Mobile, and Campaign Management solutions for major retail clients. At BP, Kelly led the transformation of BP’s retail technology platforms to an enterprise-focused customer loyalty and engagement solution, enabling BP Driver Rewards coupled with CRM capabilities that enhance consumer behavior across 10,000 retail locations, driving top-line sales growth and margin improvement.


Katherine McKinley Senior Marketing Analyst Analyst | Pepsi

Katherine joined PepsiCo in 2015 supporting the marketing innovation team within North America Beverages. In this role, she was responsible for identifying cultural trends as well as partnering with emerging influencers to create first-to-market brand activations. In 2016, Katherine transitioned to the Shopper Marketing organization where she oversaw all Mountain Dew retail programs across large and small format customers. She led in-store execution and programming for key national accounts, including Dollar General, Circle K, and 7/11. Most recently, Katherine joined the Pepsi brand team where she leads consumer promotions and communications. In early 2018, she launched the Pepsi Stuff loyalty program which has gained tremendous momentum and success for the brand. Prior to joining PepsiCo, Katherine attended the University of Michigan where she earned a BBA from the Ross School of Business. She currently lives in New York City and enjoys exploring new restaurants, playing tennis, and traveling.

Rhonda Motil Vice President Marketing Marketing | J. Lohr Vineyards & Wines

As vice president of marketing, Rhonda Motil leverages nearly 25 years of experience in the wine and technology industries to direct J. Lohr’s globally respected marketing program. Overseeing J. Lohr’s dedicated marketing team, as well as key communications and digital media partners, Rhonda guides J. Lohr’s marketing, public relations and branding initiatives, and direct-to-consumer strategy. Building on her extensive background in technology, she has also played a key role in establishing J. Lohr at the forefront of wine industry digital marketing and new media strategy. In 2016, Rhonda was named Cynthia’s Lohr’s handpicked successor as VP of Marketing. In this position, she works closely with President, COO and Director of Winemaking Jeff Meier and the entire Lohr family to establish and execute the long-term marketing vision for J. Lohr. A skilled leader and brand strategist, with a long track record of success, Rhonda also advocates on behalf of several industry associations, as a board member for the Arroyo Seco Winegrowers Associations, and as a member of the Wine Institute Marketing Committee, and the Paso Robles CAB Collective Marketing Committee. Committee. Rhonda actively speaks on a variety of topics, including sustainability initiatives, digital and social media evolution, and customer engagement and loyalty.

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SPEAKERS

Shawn Moon

Toyin Powell

Executive Vice President President Strategic Markets | FranklinCovey

Director, Member Acquisition and Early Engagement Strategy | Wyndham Rewards

Shawn Moon, a nearly 30-year associate with FranklinCovey, has decades of experience in leadership and management, sales and marketing, program development, and consulting services. As an executive vice president, Shawn was responsible for FranklinCovey’s Direct Offices, as well as the Speed of Trust®, Execution, Customer Loyalty, and Sales Performance Practices. He is the author or coauthor of several books, including The Ultimate Competitive Advantage: Why Your People Make All the Difference and the 6 Practices You Need to Engage Them, Talent Unleashed: 3 Leadership Conversations to Ignite the Unlimited Potential in People, and Building a Winning Culture in Government. His newest book, Fierce Loyalty: Cracking the Code to Customer Devotion, launches November 6, 2018.

Toyin Powell is director of member acquisition and early engagement strategy on the Wyndham Rewards Customer Relationship Management (CRM) team at Wyndham Hotels & Resorts, the world’s largest hotel franchise company, with nearly 9,000 hotels across more than 80 countries on six continents. In her role, Powell is responsible for driving global member acquisition strategies and developing key member and hotel initiatives to engage members and drive loyalty within the program. Named a best hotel rewards program for the past four consecutive years by U.S. News and World Report, Wyndham Rewards is the only loyalty program of its kind to offer members a guaranteed 1,000 points with every qualified stay and flat redemption rate of 15,000 points per room per night at more than 25,000 hotels, vacation club resorts, affiliated resorts and vacation rentals around the world. Prior to Wyndham, Powell served in multiple roles at American Express in NY, where she worked across different business units in diverse roles focused on marketing and analytics, product management, loyalty and field enablement. Powell graduated from University of Pittsburgh and received her Master’s in Business Administration from Fuqua School of Business at Duke University.

Siobhan Mitchell Director,, Marketing | AccorHotels Director

After spending over 15 years as a senior account leader for some of Canada’s leading ad agencies, and working with a cross-section of North America’s biggest brands, including General Motors, J&J, MasterCard, Nestle and Infiniti/Nissan, Siobhan made the transition to a client role with Fairmont Resorts and Hotels International (FRHI) in 2014, leading the global marketing and communications for the loyalty programs in place at that time: Fairmont President’s Club, Swissôtel Circle, and Raffles Ambassadors. When AccorHotels acquired FRHI, and the 3 brand-centric loyalty programs were migrated to the Le Club AccorHotels program, Siobhan lead the team through the customer contact process, including global member research, creative development and post-analysis/process review. She is now responsible for the continued success of the program in the North and Central American region. Her strong technical and business qualifications coupled with a passion for smart, insight-driven creative work, have resulted in an impressive track record of successful campaigns and marketing programs, many of which have been recognized with numerous industry awards.

Jim Noteboom Senior VP, Loyalty & Consumer Insights | Loblaw Companies Limited

Jim is responsible for Canada’s leading loyalty program PC Optimum, which launched on February 1st, 2018 and currently has more than 13 million members. Prior to working at Loblaw, Jim held executive positions at JPMorgan Investment Bank, London (UK), and at A.S.Watson Health & Beauty Europe (Hutchison Whampoa of Hong Kong). Jim holds an MBA in Business Economics from the Erasmus University of Rotterdam and a post-doctorate Accountancy from the University of Brabant, The Netherlands.

Fred Pratt Director of Marketing Marketing | Best Western

Fred Pratt is a Director, Marketing at Best Western Hotels & Resorts. He leads research and strategy for the Best Western Rewards loyalty program, which claims over 36 million members worldwide. He’s driven to maximize marketing gains and can’t pass up the opportunity to connect the dots by leveraging business and customer information to reveal winning customer acquisition, retention and growth opportunities. Fred’s national brand experience includes CenturyLink, Hershey, PacifiCare, CIGNA, Health Net, AVNET, Four Seasons, Avis, Destination Hotels and ARAMARK.

Brian Roach Marketing Director, Director, Strategic Initiatives | Ally Financial

Brian Roach is marketing director, strategic initiatives at Ally. He brings his experience as a marketing leader to developing and implementing highly successful, integrated programs across multiple communications channels. Since joining Ally in 2014, Brian has held various positions in creative services and digital marketing. Prior to Ally, Brian spent 15 years at Bank of America, ending his time there as a senior vice president, marketing program manager.

Chris Roution David Overman

Director of Marketing Partnerships Partnerships & Business Development | T-Mobile

Rewards Manager Manager | BB&T

Chris Roution, Director of Marketing Partnerships & Business Development at T-Mobile. His nearly two decades of experience years spans, business development, strategic partnerships, product management and software development. As Director of Partnerships, Chris’ main focus these days is setting the partnership strategy, vision and execution for T-Mobile’s Customer Appreciation program, T-Mobile Tuesdays. Chris’ team manages a portfolio of brand partnerships across a broad range of industries, i.e., Entertainment, Gaming, Retail, Food & Beverage and e-Commerce.

David has over 20 years experience in sales leadership, strategy, marketing, communications and client management. He began his career in banking, serving in various capacities including risk management, business lending, financial center management and mortgage origination. David entered the Rewards & Payments industry in the late 1990’s with Connexions Loyalty where he was responsible for negotiating strategic partnerships with some of the nation’s largest financial institutions. Now with BB&T, BB&T, David leads the Card-Based Services’ Customer Experience and Loyalty team in the development of relevant, innovative, technology-driven solutions that deliver greater customer engagement and loyalty. A graduate of UNC-Chapel Hill with a B.A. in Economics and Industrial Relations, David is an active volunteer for the YMCA, United Way and other charitable organizations.

Rich Perkins Marketing Strategy Manager | Lenati

Rich Perkins is a Manager at Lenati and has over 8 years of experience in marketing & sales strategy, customer experience, and media & advertising in industries including technology, telecom, automotive, CPG, finance, and publishing. At his work’s core, is a focus on aligning brand strategy with marketing and sales initiatives to acquire and grow brands’ customers. He is passionate about merging qualitative and quantitative research to tell brand stories and drive customer engagement.

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Darrin Samaha Vice President of Brand | Yesway

Darrin Samaha as Yesway’s VP of Brand, leads the charge with respect to the creation, growth, and cultivation of the Yesway brand across all channels. He is responsible for the launch and management of the award winning Yesway Rewards customer loyalty program, development of all digital and social media marketing strategies, direction of the company’s media relations efforts, and the creation and execution of its targeted advertising campaigns. Prior to joining Yesway, he was Chief Creative Officer and founder of Blue Coda, a boutique advertising agency where he created and built Blue Coda’s corporate brand and vision and led the firm’s creative teams overseeing creative work on behalf of Home Depot, Virgin and Partners Healthcare and Harvard University. Darrin is a graduate of Tufts University and is currently an Executive MBA candidate at the Kellogg School of Management at Northwestern University. He lives in Boston with his wife and is an avid surfer and snowboarder and has a passion for the arts and music.


Tyler Saxey

Kim Welther

Director of Customer Customer Experience | Foot Locker

Vice President of Loyalty Strategy | Baesman Insights & Marketing

Tyler Saxey is a customer-obsessed and results-oriented customer experience leader with over 10 years of strategic program management experience. He served as a front line practitioner with American Express, built CX strategies for Fortune 500 companies as a Customer Success Manager at InMoment, and now heads Foot Locker’s global Voice of the Customer efforts as the Director of Customer Experience. Tyler is a graduate of The University of Phoenix and earned a Customer Experience Certificate from Rutgers University in 2016.

As VP of Marketing Strategy, Kim leads Baesman’s loyalty, data and strategic initiatives. She is tasked with driving client growth, customer acquisition and creating data-driven retention strategies. Before joining the Baesman team, Kim spent more than a decade at Victoria’s Secret in Direct-To-Consumer campaign strategy and analysis. She built profitable customer acquisition and retention strategies from data-driven analysis to achieve company goals.

Doug Speedie

Pete Wood

Senior Partnership Partnership Manager | T-Mobile

Senior VP, VP, Global Digital Sales and Distribution | Sony Pictures Global Television

Jeff Sopko Co-founder and President | Baesman Insights & Marketing Jeff Sopko has established himself within technology and agency ecosystems as both a visionary leader and growth advisor. Jeff’s career is highlighted by his extensive work with entrepreneurs and rapidly growing companies in the SaaS, technology, consulting, and big data agency space. Through Jeff’s leadership Baesman Insights & Marketing has established itself as a highly responsive, yet boutique provider of fact-based marketing strategy and execution services for the retail, fashion and home services brands. Prior to founding the Baesman agency Jeff served as a senior executive and advisor to companies in Toronto, Ontario, Los Angeles and as CEO of eVisons.com a business and technology consultancy supporting both Fortune 1000 and dot.com brands.

Responsible for sourcing, negotiating and managing OEM partnerships for Sony Pictures Television (SPT), including new distribution channels through B2B partnerships as well as nontraditional distribution such as connected car, Hotel groups and mobile opportunities. Wood focuses on presenting SPE content to consumers in new and engaging platforms leveraging new technologies such as 4K, Imax Enhanced movies as well as virtual reality & Augmented Reality . Recently Wood has been focused on VR development and commercialization in the virtual reality space with Playstation, Oculus and Vive, including releases such as Spider-Man and Ghostbusters VR. Wood joined SPHE in 2006. Prior to that he worked for Just Rams PLC to launch the world’s first music and movies delivery service on mobile in 2005. Wood serves on the board of the Australian technology incubator Yonder and Beyond as well as Fashion Week Los Angeles.

Dragan Yerkic Director Of Quality Assurance Assurance | Allianz Partners

Mark Staples Associate Director | Kellogg’s

Mark has over 15 years’ experience in loyalty, promotions and consumer relationship marketing. His work began at ePrize (now HelloWorld) where he led the loyalty and promotion strategy for Coca-Cola and the MyCokeRewards program. He has held roles at the Kellogg Company leading the creation, implementation and activation of national promotions and key strategic partnerships. partnerships . For the last 2.5 years he has led the Kellogg’s Family Reward program and has been instrumental in its evolution from a code based program to one based on receipt image and loyalty card validation. A graduate of the University of Michigan with both a B.A. and an MBA, Mark enjoys spending time with his family, reading and getting outdoors.

Dragan Yerkic is responsible for Operations Quality at Allianz Partners USA. He started with the company in 2002 and since then has been contributing to it in various capacities. Project management, process improvement, and claims are some of the areas Dragan has led throughout his tenure. Most recently as the lead of Quality, he assumed responsibility for Customer Surveys & Satisfaction, Speech Analytic, Claims Quality, Call Quality, and Training. In addition to being responsible for Operations Quality, Dragan has an active role in leading the Voice of Customer Analytics forum. The participants of this multi-division forum come together, analyze trends, and view customer experience from multiple customer touch points to improve people, tools, processes, and/or products. This holistic approach to improving customer experience allows Allianz Partners to drive the company forward based on its customers’ needs. Dragan holds his B.A. from Virginia Commonwealth University, an MBA from Averett University, and has a blue belt in OPEX process improvement methodology.

Michael Testa North American Retail & Loyalty Vertical Vertical Lead | FICO

Michael Testa is the North American Retail & Loyalty Vertical Vertical Lead at FICO. Michael works with leading retail and loyalty organizations to utilize advance analytics and decisioning management software to make smarter decisions. Prior to working at FICO, FICO, Michael held marketing leadership positions at Hudson’s Bay Company, Experian, Rogers Wireless and CIBC Card Products. Michael holds an MBA from the Schulich School of Business at York University.

Brian Venuti Vice President, Global CRM | Luxottica Group At Luxottica, Brian is responsible for customer and patient strategies across the optical and sunglass businesses. Prior to Luxottica, he ran CRM at Etrade where he oversaw customer experience and channel strategy. His experience includes companies like Sears and Capital One where he worked to develop segmentation, targeted marketing capabilities and institute direct response innovations. He was a finalist in the Loyalty and Gamification World Championships. He received his MBA from the University of Virginia.


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MEDIA PARTNERS

Thank You To Our 2018 Customer Expo Media Partners

Loyalty. Engaged.

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SPONSORS AND EXHIBITORS

Aimia Inc. (TSX:AIM) is a data-driven marketing and loyalty analytics company dedicated to customer growth. Our Insights and Loyalty Solutions Division is focused on providing our proprietary proprieta ry loyalty clients with the customer insights they need to make smarter business decisions and build relevant and long-term one-to-one relationships with their customers. By leveraging our SmartJourneyTM methodology, we provide clients with a distinct and proven track to predictable customer growth. Visit aimia.com

A group of former brand analysts, CRM and loyalty marketers, developers and strategists, Baesman Insights & Marketing has perfected the science of analyzing customer data and seeing what others often miss. It’s the result of hard-earned experience aggregating and analyzing data for some of the most well-known retailers retailers in the world. We strive for a deeper, more dimensional understanding of your customers, and the insights they share with you every day. Uncovering and activating the insights in your customer behavior is when the real fun begins. Across all channels – online or in stores – we’ll help you form new and deeper connections that foster enduring loyalty and engagement. There’s never been more disparate sources of data – across multiple devices, channels and platforms – and less understanding of what it’s saying. Baesman will help you channel your multiple data sources to do amazing things. Visit baesman.com

Loyalty. Engaged.

CrowdTwist powers the most innovative and engaging loyalty programs in market today. Our flexible SaaS platform gets clients to market quickly and delivers ROI by leveraging built-in predictive analytics capabilities to covert data into personalized experiences for customers. We are revolutionizing loyalty, helping top brands including Pepsi, AMC, Nestle Purina and Zumiez develop a deeper understanding of customers. Visit crowdtwist.com

Epsilon® is an all-encompassing global marketing innovator. We provide unrivaled data intelligence and customer insights, world-class technology including loyalty, loyalty, email and CRM platforms and datadriven creative, activation and execution. Epsilon’s digital media arm, Conversant®, Conversan t®, is a leader in personalized digital advertising and insights through its proprietary technology and trove of consumer marketing data, delivering digital marketing with unprecedented scale, accuracy and reach through personalized media programs and through CJ Affiliate by Conversant®, one of the world’s largest affiliate marketing networks. Together, we bring personalized marketing to consumers across offline and online channels, at moments of interest,th interest,that at help drive business growth for brands. Visit epsilon.com epsilon.com and and follow us on Twitter @EpsilonMktg

FICO powers powers decisions that help people and businesses around the world prosper. Founded in 1956 and based in Silicon Valley, the company is a pioneer in the use of predictive analytics and data science to improve operational decisions. FICO holds more than 180 US and foreign patents on technologies that increase profitability, customer satisfaction and growth for businesses in financial services, telecommunications, telecommunicat ions, health care, retail and many other industries. Using FICO solutions, businesses in more than 100 countries do everything from protecting 2.6 billion payment cards from fraud, to helping people get credit, to ensuring that millions of airplanes and rental cars are in the right place at the right time. Visit fico.com

Founded in 2002, Janrain pioneered Customer Identity and Access Management (CIAM) and is widely recognized by industry analysts as a global CIAM leader. The Janrain Identity Cloud® provides identity management, security and activation solutions that enable seamless and safe customer experiences across their digitally connected world, while providing enterprise organizations with deep customer insights. Janrain’ss identity capabilities include social and traditional login Janrain’ and registration, single sign-on, customer profile data storage and management, customer segments, customer insights and engagement solutions. Visit janrain.com Visit janrain.com and and follow @janrain @janrain on on Twitter.


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SPONSORS AND EXHIBITORS

Kentico is a leading pioneer and visionary in the content management industry. With a dual-rail technology strategy delivering an all-in-one Content Management, E-commerce, and Online Marketing platform for traditional web projects, and innovating the industry leading API-first headless CMS for content aggregation and omni-channel engagement; Kentico is helps drive business results for companies of all sizes both on-premise or in the cloud. Kentico provides clients powerful, comprehensive tools and customer-centric solutions to create stunning websites and deliver personalized omni-channel experiences across all displays and devices. Engaging with your customers in a multi-channel world is now attainable.

Kentico is a leading pioneer and visionary in the content management industry.. With a dual-rail technology strategy delivering an all-in-one industry Content Management, E-commerce, and Online Marketing platform for traditional web projects, and innovating the industry leading API-first headless CMS for content aggregation and omni-channel engagement; Kentico is helps drive business results for companies of all sizes both on-premise or in the cloud. Kentico provides provides clients powerful, comprehensive comprehensive tools and customer-centric solutions to create stunning websites and deliver personalized omni-channel experiences across all displays and devices. Engaging with your customers in a multi-channel world is now attainable. Visit kount.com

Visit kentico.com

Lenati is a specialized management consulting firm that designs, implements and optimizes marketing and sales for companies who want to build a stronger connection to the customer. We have assembled a deeply experienced group of professional professionalss blending both consulting and industry backgrounds that help us deliver innovative solutions that can help your organization make an immediate impact in the marketplace. Clients bring us in when they want someone to build a strategy and think about how it will land. It’s not all execution and not all strategy; it’s it’s the right mix of both.

The Oracle Cloud offers complete SaaS application suites for ERP, HCM and CX, plus best-in-clas best-in-classs database Platform as a Service (PaaS) and Infrastructure Infrastructure as a Service (IaaS) from data centers throughout the Americas, Europe and Asia. For more information about Oracle (NYSE: ORCL), Visit oracle.com

Lenati provides a full suite of consulting services to specifically address the needs of retention marketing teams, including: • Customer experience mapping • Retention strategy design and implementation • Identification of retention and attrition drivers • Relationship marketing optimization • Loyalty program design and implementation Visit lenati.com

At PullString, we strive to help people talk effortlessly with the technology that surrounds us. Working at the intersection of creative expression and artificial intelligence, we provide companies with the leading solution for designing, prototyping and publishing highly engaging voice applications. Our solution, PullString Converse, has powered millions of conversati conversations ons and successfully supported the largest, branded experiences in the market. Visit pullstring.com

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Customers are savvier and demand more from brand experiences. They flow across multiple channels, including social media and mobile devices, sharing their experiences and learning from others whenever and wherever they desire. Marketers are experimenting with these channels trying to figure out how best to connect with their audiences, but the ones that will succeed will understand that in this new marketing world, the focus needs to go beyond just filling the pipeline or even customer conversions, but rather delivering consistent customer experiences across all touch points that builds loyalty over time. How SAP Helps Plan and execute cross-channel dialog campaigns that unfold over time and build to strengthen customer relationships. Perform Perform high volume customer segmentation and querying process at lightning fast speeds. Leverage in-memory technology with an easy to use ‘waterfall’ interface interface to easily discover new customer segments and to accurately generate target audiences.

Visit sap.com


SheerID’s leading digital verification platform instantly verifies the eligibility of individuals and businesses, for leading brands to deliver gated, exclusive offers and experiences to high-value customer segments while mitigating fraud and minimizing friction. By using authoritative data sources to verify credentials in real-time within an organization’ organization’ss brand experience, SheerID delivers a seamless customer experience that reduces churn and fuels loyalty to drive revenue growth. Visit sheerid.com

Strayboots is a leading provider of interactive solutions, mobile Strayboots scavenger hunts, and team building games, that are being used by more than 1,500 companies and organizations like Google, Microsoft, Facebook, Amazon, JP Morgan, Nike, and many more, in 50+ cities worldwide. We strive to bring your team a special, engaging team building event that is not only fun but the perfect fit! Whether you are planning a company outing, an orientation day, an office move, a competitive scavenger hunt, or any other team building activity, we have a custom solution for you.

Stellar Loyalty is the first software provider to deliver a cloud-based suite of breakthrough customer loyalty loyalty applications. Our mission is to bring delight and value to every consumer experience experience by enabling brands to instantly recognize, engage and reward their loyal customers across the network of digital, physical and human interactions. Headquartered in Silicon Valley, the Stellar Loyalty team is differentiated by our deep domain expertise in CRM, mobility, marketing and loyalty. We know how to build applications applicatio ns for scale, and we recognize the value of loyalty intelligence in orchestrating meaningful journeys and driving profitable customer / fan engagements. Built on a modern, cloud-based big data architecture, the Stellar Loyalty solution is comprised of marketer marketer-facing -facing and member-facing member-f acing applications. Our mobile-first design invigorates the way brands engage with consumers – in context, in the moments of truth With segmentation, offer performance and loyalty analytics, marketers are empowered with results in seconds. Our metricsdriven approach helps to track, measure and improve the value of customer data and business benefits associated with loyalty initiatives. With the Stellar Profitabili Profitability ty Index and Stellar Loyalty Index, clients can easily segment and analyze, model look-a-likes, and map best practices for profitable customer engagements. We are laser-focused on delivering business outcomes for our clients. Together we can impact each and every consumer experience. Visit stellarloyalty.com

Visit strayboots.com

Vistex provides provides enterprises with solutions that manage pricing, incentive, rebate, rights and royalty and channel programs to enhance business performance while reducing labor and infrastructure costs. The software and services provided by Vistex are optimized by industry to deliver an end-to-end solution for the design, management and administration of the entire spectrum of go-to-market programs.

The Sketch Effect is a unique & fast-growing creative agency that specializes in compelling and effective “visual communication”. In other words, we use sketching, animation, and illustration to make our clients’ ideas understandable understandable,, memorable, and shareable to either internal or external audiences. The Sketch Effect offers two main services. This first is Sketch Effect Video, which consists of various styles of animated videos for external marketing or internal communications purposes. The second is Sketch Effect Live, which consists of real-time Graphic Recording and Interactive Murals at events, workshops, conferences, conferences, and meetings. The goal for both services is the same: to leverage the power of visual learning to make ideas more impactful to an audience. Since it’s founding 5 years ago, The Sketch Effect team has worked with some of the world’s top brands like UPS, Google, Delta, Home Depot and others, in addition to some of the world’s best consulting firms like Ernst & Young, Bain & Company, Deloitte, and more. We’ve also worked with smaller companies, start-ups, non-profits non-profits and universities. Anyone with a big idea to share can find value in the power of visual communication.

Visit vistex.com Visit thesketcheffect.com


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513.800.0360

| customerexpo.com

| @customerexpo

2018 Customer Expo Event Guide

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