Escolar Documentos
Profissional Documentos
Cultura Documentos
THE ONLY
CE
CONFEREN
FOCUSED
LY
COMPLETE
ON YOUR
CUSTOMER
EVENT | GUIDE
20172017
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 capabil-
ity 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? Its 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 the inaugural 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 Expowe look forward to three days of the best that
CX has to offer.
Mark Johnson
MarkJohnson@loyalty360.org
loyalty360.org
GENERAL | INFO 2017
DOWNLOAD
THE EXPO APP
The Customer Expo app blends physical
and digital experiences to offer you:
Exclusive Prizes
Participate in the Passport to Prizes contest.
Use your app to scan the code at each exhibit
booth and youll be entered in the Passport to
Prizes sweepstakes.
General
Hood
Courtyard &
War Outdoor Pool
Room Hermitage Hermitage Tulip Grove Old
Ballroom Ballroom Ballroom Hickory
Grill Veranda
C D E-F Lounge
Speaker
Prep
Room
Plantation Ballroom
Front Desk
Main Lobby
Plantation Oaklands
EXHIBIT Lobby Cumberland
HANDOUTS
In an effort to reduce our environmental
footprint, presentation slide decks will be
hosted exclusively in a digital format. These
Meals
slides will be made available to attendees on
Lunch:
Loyalty360.org following the conference,
Lunch is served each day, with boxed to-go
while presentation videos will be open to
lunches available as an option on Wednesday.
view for Loyalty360 members.
Monday, 11/6, 12:15pm 1:15pm
Tuesday, 11/7, 12:30pm 1:30pm
EVALUATIONS Wednesday, 11/7, 12:00pm 1:00pm
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. Breaks
These evaluations can be found on the
Light snacks will also be served during breaks
Customer Expo mobile app.
Monday, 11/6, 3:20pm 3:50pm
Tuesday, 11/7, 11:15am 11:45am
TWITTER
Follow along or jump into the conversation
all week using the hashtag #customerexpo.
We look forward seeing your tweets about
the event!
How to play:
To start playing visit a participating exhibitor
booth and scan its QR code using the scan button.
Track your Passport for Prizes progress right here.
When you complete your entire Passport, you will
automatically be entered for your chance to win!
1 2 3
Scan Code Complete Passport Enter Drawing
HERE! RyanHarder@loyalty360.org
OKAY NEW
Data Loyalty Stored
Management Programs Value
info@clutch.com www.clutch.com
2017
2017
Word Search
What better way to unwind after a day of informative sessions than with a bit of fun? Try and find the names of a few
of our presenting brands in this Customer Expo word search! Hint: Words can be vertical, horizontal, diagonal, and
backwards!
M N R Z N K K Z D P C R
N R E T S E W T S E B E
Y S Y T D I O A N A M B
P R M D P Z A T S R A M
Y A A N E R U W O L S U
E S I R P R E T N E S N
U E O I Y S N O Y V M P
Y A D L O Q E C D I U E
A C I C N I C X I S T E
O N D O M I N O S I U L
K S Q O W H Q O A O A S
J V Y N K L E V S N L A
8:45am 9:00am
TUESDAY KICKOFF 1:35pm 2:05pm TECHNOLOGY SHOWCASE
(General Session) POWER (HALF) HOUR
9:00am 10:00am
BREAKOUT SESSION 2:15pm 3:00pm
BREAKOUT SESSION
Presentations by the Loyalty360
Customer Awards finalists 3:10pm 3:55pm BREAKOUT SESSION
BREAKFAST 10:00am
Adam McMurtrey
Industrial
Sales Engineer
Jeff Sopko
President
Perhaps no industry is undergoing more change in customer loyalty than travel & Key takeaways from the session include:
entertainment. Thanks to increasingly accessible in-home experiences, as well as the
The changes in todays travel/entertainment
contrasting trend for Millennials to value experiences over tangible goods, marketers
vertical, and how brands must adapt to
can feel overwhelmed when looking for what exactly goes into the perfect experience. these changes
In this travel & entertainment panel, we bring together executives from top brands in The continued shift from tangible goods to
the space and examine their thoughts, ideas, and predictions for topics like customer experiential rewards, and how that affects
engagement, loyalty channels, new technology, and the raising expectations from customer sentiment
customers across the vertical. The challenge of distinguishing your
brand amongst a crowded and notoriously
Consumers are faced with more options for entertainment than ever before, and this competitive industry
panel will be a crucial resource in determining just what may be the X-factor that sets
your brand apart from the rest.
Loyalty. Engaged.
Not all touchpoints are created equal. While some brands have the luxury (or disadvantage, in some cases) of a more interactive customer
relationship than others, companies across all industries must ensure that theyre making the most of every chance to wow their
consumers. For example, those in the hospitality space are looking to become a guests home away from home for at least one night, which
provides ample opportunity to demonstrate appreciation and create a meaningful bond with customers. Contrast this with the retail space,
in which brands may have only minutes to make an impact and show customers why the company deserves their continued business.
Danielle Quatrochi Jamie Russo Jonathan Ruchman Bindi Menon Moderator - Brad Marg
SVP, Customer Experience Vice President of Loyalty Programs Senior Director, Vice President Marketing GM / Vice President
& Innovation and Customer Engagement Customer Experience Strategy & Insights
Finalists in the customer engagement & experience category will focus on the brands complete brand engagement & CX strategy, including
definitions and program mechanics. Brands will describe their unique approaches & overall customer-focused goals, objectives, and strategies for
traditional or non-traditional programs.
After the presentations, attendees will vote for their choices for bronze, silver, gold, and platinum in the particular category.
For years, the customer loyalty industry has sought a uniform set of benchmarks for brands to see how they stack up against peers, competitors, and
even those across other verticals. Loyalty360 has set out to create these benchmarks in the form of its upcoming standards and certification process.
Join pilot participants Una Morabito, SVP, Head of Workplace Solutions Client Management at MassMutual and Michael Rock, Sr. Director, Loyalty
Program at RLH Corporation, as they join Loyalty360 CEO Mark Johnson for a discussion of the journey thus far, and where the project looks to go
over months and years to come.
If youre responsible for loyalty, customer experience or customer engagement initiatives, youre likely feeling the pressure to transform your customer
journey. Ever changing customer expectations and competitive shifts requires effective change with the right strategy, design approach and execution
to sustain and ensure CX success. Morana Bakula, VP Customer Experience at Bond Brand Loyalty, will lead this session and provide practical tips to
help you navigate through multiple priorities and cross departmental stakeholders to ensure you can bring your CX transformation plans to life. The
session includes a guest panel discussion with Jonathan Gingerich, Senior Manager, Client Engagement & Loyalty at CIBC.
2017LOYALTY
2017 CUSTOMER
EXPO |EXPO
EVENT|GUIDE
EVENT GUIDE 31
TUESDAY | NOVEMBER 7, 2017 2017
In this session Lisa Erickson, Sr. Director - Customer Relationship Management & Loyalty at Sleep Number
and Emily Rudin, Chief Customer Officer of CrowdTwist will provide an overview of Sleep numbers InnerCircle
loyalty program, the benefits the program provides from a brand and member perspective, their promotional
strategy and the success and the future vision for the program.
Emily Rudin
Chief Customer Officer
Loyalty. Engaged.
Carly Lee
Strategy Consultant
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 2017 Customer Award finalists in a panel discussing the challenges, triumphs, and trends that have emerged
in this changing vertical.
Jill Austin is the Chief Marketing Officer for Vanderbilt University Medical Center where As the Sr. Director of CRM & Loyalty, Lisa leads the development, execution and
she is responsible for a wide range of marketing functions such as market positioning and management of Sleep Numbers Loyalty program, the InnerCircle, as well as all direct mail
presence, integrated marketing strategies and programs including corporate relations and and email programs. Lisa is responsible for the overall success and ongoing growth and
interactive/social media, and market research on trends and customers. Formerly, Austin management of these programs. She directs the testing of all programs to ensure continued
was VP of Global Marketing and Sales for a large tech company, responsible for international evolution and growth. She is responsibility for the InnerCircle member engagement
sales, marketing, and developing strategic partnerships. She received her B.A. with honors and program profitability. Leveraging her deep experience in retail, holding positions in
from UNC-Chapel Hill in Radio, TV, Motion pictures, and Music, and her MBA from the merchandising, finance, strategic and promotional planning and marketing she is able
Owen Graduate School of Management at Vanderbilt University. to activate new initiatives quickly and successfully. Lisa is constantly striving to take the
InnerCircle program to the next level of engagement. Prior to joining Sleep Number, Lisa held
management positions at Best Buy and the Department Store Division of Target Corporation.
She is born and bred in Minnesota, living their all her life and earning her Bachelor of Science
degree from the University of Minnesota in Retail Merchandising and Business.
Morana Bakula
Vice President, Customer Experience | Bond Brand Loyalty
Award winning learning professional specializing in strategic consulting, needs analysis, John Flynn
design, development and implementation of innovative learning and performance solutions, Executive Director, Program and Initiative Strategy, | MGM Resorts International
on-boarding strategies, learning paths and LMS/LCMS design and implementation.
John Flynn is Executive Director of Program and Initiative Strategy at MGM Resorts
Dynamic leader and communicator with extensive experience in people leadership and
International. In this role, John partners with senior leaders on high-impact special
project management: motivating and enabling others to succeed while managing all layers
programs and provides research support and recommendations to the CEO and other
of a project to ensure efficiency and high impact results. Unique capability to operationalize
C-suite executives. John provides leadership and direction to company-wide continuous
an organizations strategy and deliver business results through the L&D and OD functions.
improvement initiatives across several divisions at MGM Resorts. Prior to joining MGM,
Specialties: Learning and Development Consulting, Customer Experience Consulting,
John developed, led and implemented strategy and continuous improvement programs in
Instructional Design, Project Management.
multiple roles with the United States Air Force (USAF), the Pentagon, on Capitol Hill, and
most recently at the White House as a Special Assistant to the President and Senior Adviser
to Vice President Joe Biden, functioning as the Vice Presidents traveling Chief of Staff. John
joined the USAF in 1999 and was promoted to Lieutenant Colonel in 2012, continuing his
service today in the USAF Reserves. He was a Department of Defense Legislative Fellow for
U.S. Senator Bill Nelson and, as a C-17 pilot, deployed three times in support of Operations
Jason Burnham ENDURING and IRAQI FREEDOM. John holds a BS in Psychology from the USAF Academy
Principal, Communications & Design, Innovation Lead | Strativity and a Master of Aeronautical Science from Embry-Riddle Aeronautical University. He
Jason Burnham thinks systemically about the impact business has on society. He has resides in Henderson, NV with his wife and three children.
dedicated his career to helping his clients deliver triple bottom-line (economic, social, and
environmental) results. Burnhams professional purpose is to improve how businesses
operate and innovate towards creating a better tomorrow. He believes that by empowering
businesses to satisfy the collective needs of their stakeholders in a socially responsible way, Tad Fordyce
businesses can become culture designers for a sustainable future. Burnham has spent nearly Senior Vice President of Loyalty | Epsilon
the past twenty years as a digital communications strategist and management consultant
As Senior Vice President, Loyalty, Tad is responsible for leading Epsilons Loyalty business,
to hundreds of NGOs, B2B and B2C brands, agencies, media publishers, and technology
including the Agility LoyaltyTM solution. Prior to joining Epsilon in January 2016, Tad served
providers. In 1998 Burnham co-founded Ad Age Top 25, digital marketing agency, Mass
as Senior Vice President, Global Commercial Solutions at Visa, where he was responsible for
Transit Interactive, Inc., which was acquired in 2005 by Horizon Media, Inc.
Visas B2B payment products around the world. Additionally, he was responsible for business
strategy and product management of Visas 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.
Nataki Edwards
Senior Vice President of Digital Strategy and Operations | AARP
Nataki Edwards is Senior Vice President of Digital Strategy and Operations at AARP,
the nations largest membership organization for people 50+. She is a leading Rebecca Gentry,
expert in marketing to Boomers and other target segments, both demographic and Director of CRM Technology | Global Hotel Alliance
psychographic, and has developed award-winning campaigns for top-tier brands A Director at the intersection of hospitality marketing and technology. Currently oversee the
including Yahoo!, AOL, Este Lauder and American Express. Nataki has been with AARP marketing technology operations for the Global Hotel Alliance, the worlds largest alliance
since 2007. She oversees the overarching marketing vision for AARP Digital properties of independent hotel brands. We develop custom solutions for GHA and its member
and platforms, including loyalty marketing and engagement. Under her leadership, AARP brands 550 hotels, utilizing the Oracle Marketing Cloud and Oracle Hospitality verticals,
Digital has grown in size and impact and is rated as the #1 website for the 50+ audience, and navigate data complexities that result from having a 10 million member-strong, multi-
both on mobile and desktop. Nataki is regularly featured in media outlets like the Today language customer database.
Show, Washington Post, and USA Today as a digital and social media expert. She strives
to expand AARPs digital growth meeting their members wherever they choose to
engage and truly leading a revolution in the way people view and live life after 50.
An accomplished strategic thinker who has designed and delivered innovative multi-channel A CEO & CMO of Loyalty360, Mark is committed to bringing loyalty to the forefront as a
solutions for leader and challenger brands across athletic apparel/footwear, CPG, entertainment, critical marketing strategy. To further this goal, he has created an unbiased, market-driven
financial services, retail, technology and telecom sectors throughout North America. 15 years clearinghouse and think tank through which users and loyalty providers can interact and
progressive integrated digital marketing experience leading cross-functional teams and partners collaborate with. His finger on the pulse of whats happening in loyalty, Mark is driven
in the design, delivery and management of multi-million dollar loyalty and marketing solutions to give members the expert insight and guidance they need to develop strategies and
that achieve short-term results within a long-term strategy. A demonstrated leader with core implement programs that effectively engage their customers and employees and build
strengths in creative problem solving, innovative thinking, omni-channel strategy, effective stronger relationships with them. Mark has significant experience in selling, designing
execution, mentorship and relationship management. and administering prepaid, loyalty/CRM programs, as well as data-driven marketing
communication programs. He received his start in loyalty program design while at Fifth Third
Bank in Cincinnati, OH where he developed the banks open (merchant-based gift card)
and closed (MasterCard) system stored value programs (Premiere Issue). Following, Mark
Jennifer Grothe was Vice President of Product Development at Stored Value Systems. Through efforts, SVS
Financial Products | Nissan & Infiniti designed the gift card mall product and wrote its first comprehensive market evaluation on
loyalty. He was also responsible for the recommendation to acquire the assets of DataMark
Jennifer was born in Portland, Oregon and moved to southern California at a young age when
Technologies and their loyalty processing clients. At Size Technologies, Mark sold loyalty
her father was hired by Nissan in 1990. Following her fathers footsteps, Jennifer joined the
and CRM programs to Alliance Data Systems (Dynamic Value), Carlson Marketing Group
Nissan team in 2001 as a Consumer Affairs Specialist after earning a Bachelor degree in
(Gold Points Replacement), National Processing Company/Bank of America, Blackhawk
Anthropology at California State University, Fullerton. During her tenure at Nissan, Jennifer has
Marketing/Safeway and First Data Resources. Mark has his undergraduate degree in mass
held a variety of positions with increasing responsibility: Marketing Representation Specialist,
communications (media management) from Miami University, an M.B.A from the University
Dealer Communications Marketing Specialist, Sales and Customer Communication Analyst and
of Cincinnati, and is currently pursuing an M.B.A. in Business Information - Statistics from
Sr. Planner of Dealer and Consumer Marketing. Jennifer is currently the Program Manager of the
Xavier University. A recognized thought leader in loyalty marketing, Mark shares his expert
Nissan and Infiniti Visa Credit Card and Consumer Marketing for Nissan Motor Acceptance
insights with media worldwide. He is a regular contributor to Hotel Executive and 21st Century
Corporation (NMAC) and Infiniti Financial Services (IFS). In this role she recently launched the
Business and has been featured in FoxBusiness, NBC News, ABC News, New York Times,
Nissan/Infiniti Visa Credit Card program and is responsible for the overall program performance,
Washington Post, 1to1 Magazine, MarketingSherpa, CRM Magazine and The PrePaid Press.
marketing and strategic vision of the program. In addition Jennifer manages the Financial
Products Marketing team within NMAC, which produces consumer-facing marketing initiatives
for NMAC and IFS. In her free time Jennifer enjoys playing golf, softball and being active with her
husband, 9-year old son and 3 step-children. Samuel Johnson
VP Global Marketing, Customer Loyalty & Insights | Ryder
Eliot Hamlisch Samuel Johnson is the Vice President of marketing for Ryder System, Inc., a $6.4B FORTUNE
500 transportation and supply chain solutions company with more than 26,000
Vice President, Worldwide Loyalty & Partnerships | Wyndham Rewards
employees. Mr. Johnson is responsible for all aspects of Customer Loyalty and Market
Eliot Hamlisch serves as vice president, worldwide loyalty and partnerships at Wyndham Intelligence for Ryder. Mr. Johnson joined Ryder 2005 as a Senior Manager, Strategy &
Hotel Group, one of the worlds leading hotel brand franchisors and hotel management Development, and then became part of the FMS Sales & Marketing team as Director of
services providers with more than 8,100 hotels across 79 countries under 19 brands. In his Customer Retention prior to his current role. Throughout his career, Mr. Johnson has held
role, Hamlisch oversees Wyndham Rewards, the companys award-winning guest loyalty leadership roles in several fortune 500 companies. Starting at a Coca-Cola bottler and
program, as well its co-brand credit card, marketing partnerships, multi-brand advertising, and beverage distributor, and then as a management consultant with A.T. Kearney Inc. Mr.
customer acquisition and retention efforts. Named a best hotel rewards program for the past Johnson holds an MBA in Marketing & Supply Chain Management from Michigan State
three consecutive years by U.S. News and World Report, Wyndham Rewards is the only loyalty University and a B.Sc. (Hons) in Engineering from the University of the West Indies. He
program of its kind to offer members a guaranteed 1,000 points with every qualified stay and serves on the board of directors of Big Brothers Big Sisters of Miami and also on the board of
flat redemption rate of 15,000 points per room per night at more than 30,000 hotels, condos governors for the National Private Truck Council.
and homes around the world. Previously, Hamlisch served as Wyndhams head of global sales,
overseeing a team of over 100 sales professionals tasked with generating more than $1B in
annual revenue across the companys worldwide hotel portfolio. He joined the organization
in 2016 as vice president of sales innovation. Prior to Wyndham, Hamlisch spent three years
leading sales strategy and operations Starwood Hotels and Resorts, where he was responsible Jennifer Kempton
for developing, executing and supporting strategic initiatives to drive profitable growth across Director, Loyalty & Customer Engagement Partnerships | Choice Hotels
the companys North American portfolio. Earlier in his career, Hamlisch held a number of
Jennifer Kempton brings her experience in hospitality and account management to her role
strategic planning, business development and customer engagement positions with Deloitte
at Choice Hotels where she is the Director of Partnerships and Customer Engagement. A
Consulting and American Express Company. He graduated magna cum laude from Harvard
strong relationship builder, Jennifers responsibilities include managing and growing a strong
College and received his Masters in Business Administration from Harvard Business School.
portfolio of partners that enhance the value of the loyalty program for guests and bring
additional value to several cross-functional departments at Choice. A graduate of Kansas
University, Jennifer has had multiple roles in her 11 years at Choice. She started managing
Colby Hutchinson the Choice Privileges Co-Brand Card relationship and then was an integral part of the Brand
Solutions team serving as the primary liaison between major accounts and Choices shared
Manager Guest Feedback Programs | Best Western
services which include Opening Services, Franchise Management, Brand Strategy and
Colby Hutchinson is the manager of guest feedback programs for Best Western Hotels & Franchise Relations. Further, Jennifer supervised the cross-functional team that develops
Resorts. As the voice-of-the-guest evangelist for one of the worlds largest hospitality brands, and hosts multiple vendor-related networking events, the largest of which is the vendor
his passion is helping others find opportunities to grow memories for their guests. He helps tradeshow at the Choice Hotels Convention attended by nearly 6,000 participants and
drive guest loyalty by working to implement customer-centric practices and energize corporate- approximately 300 exhibitors.
and property-level teams for more than 4,100 hotels worldwide. Through this collaboration, he
finds enhancements to the product experience, the service experience, staff engagement and
leadership at hotels that create better overall guest experiences.
As an expert in engagement marketing, Stephen leads the development, execution and For 7 years Adam has managed distributors and their sales teams for 2 different F50
management of the award-winning Dominos Piece of the Pie Rewards program; which companies. He has lead the country in sales growth in his geography twice, and grown his
has been a significant contributor to Dominos continued business success. As Director of business amidst flat markets by force multiplying: training, leading, and holding accountable
Loyalty Marketing, Stephen is responsible for the overall success and ongoing management distributors sales teams. Amidst this work, Adam has wrestled to understand how to align
of the loyalty program, directs the testing of the program to ensure continued success and marketing and sales efforts while studying how their roles interplay. Adam will share his insights
has responsibility for member engagement, experience and program profitability. Leveraging and lessons learned as he and his brother, Todd, share their harmonized perspective.
over 15 years of marketing experience focused on brand strategy, insights, innovation,
advertising and strategic planning, Stephen is constantly striving to take the Piece of the Pie
Rewards program to the next level of engagement. Prior to joining Dominos, Stephen held
management positions at General Motors, Grail Brand Labs, Campbell Ewald and Borders
Group. He earned a Bachelor of Arts degree from the University of Michigan and a Masters
of Business Administration from Eastern Michigan University. Todd McMurtrey
Global Marketing Operations | Medtronic
Todd McMurtrey is the Global Marketing Operations lead for Medtronics Patient Monitoring
and Strategic Channels divisions. Before joining Medtronic he founded and ran the digital
Tatiana Kruglova marketing practice area of Amadeus Consulting Group, and has consulted for several of the
Chapter Leader Customer Care Division | Sberbank worlds top brands. He was named as one of the Top 30 Marketing Technologists to Watch
in 2016 and has a strong passion for combining data, marketing technology, and business
Tatiana Kruglova is a Customer Complaints Chapter Lead of Sberbank, the largest bank in
strategy to create an impact.
Russia and Eastern Europe with over $415 blnassets and 143 mln retail customers. Tatiana
oversees Customer Complaints in Retail, spearheading the company-wide effort to reduce
the number of complaints, decrease the time to resolution and improve both the customer
experience and satisfaction with the complaint resolution process. In her Chapter Lead
role within Customer Care tribe Tatiana and her peers are among the first business units
of Sberbank that have started the Agile transformation as a next step having implemented
a Customer Centric model - the DNA of the companys entire service operations. Her
background as a retail Customer Experience professional includes roles in process
Una Morabito
Senior Vice President | MassMutual Financial Group
optimisation, automation, root-cause management and service design.
Una is Senior Vice President of MassMutual Financial Group and leads the Client
Management organization within MassMutual WorkPlace Solutions. Leading all of the
account and relationships managers, Una is responsible for the plan sponsor experience,
ensuring high levels of satisfaction and retention driven by superior tactical and strategic
execution. Una and her teams are focused on plan management and delivering consultative
solutions to ensure that we are helping plan participants retire on their own terms. Una
Brad Marg joined MassMutual in 1996 and has spent her career in the Retirement Plan arena with over
GM / Vice President | Stellar Loyalty
24 years of industry experience. Una has held several roles at MassMutual, all client facing,
As GM / Vice President, Brad is responsible for managing the companys lottery channel. and has been recognized for her leadership and passion centered on constantly elevating the
His role includes both supporting existing customer programs as well as enhancing clients plan sponsors experience at MassMutual. Una holds a Bachelor of Arts Degree in European
utilization of Stellars services and market expertise. Prior to joining Stellar Loyalty, Brad was Studies from the University of Limerick in Ireland. She also holds FINRA Series 6, 7, 24 & 63
the COO of an emerging technology company where he had responsibility for Operations, registrations, and is a Retirement Plans Associate of the International Foundation for Employee
Customer Success and Marketing. Prior to that position, Brad was part of the Innovation team Benefit Plans. Una lives in East Longmeadow, MA with her husband Lou, and two children
at ARAMARK. As a result, Brad brings a strong knowledge and experience from the retail, Leah and Louie.
foodservice, SMB and luxury goods sectors. Brad is a graduate of Villanova University and
holds a BS in Business Administration. Brad also received his Masters Degree from Temple
University in Marketing where he is also an Adjunct Professor. He and his family reside in the
suburbs of Philadelphia.
Kevin Murphy
Vice President of Client Services | Epsilon
Michael Marino With over 25 years of experience in helping brands connect with people using data,
technology and creative, Kevin provides strategic insight to brands within the quick service
CXO | Caesars Entertainment
and fast-casual restaurant industry. His understanding of loyalty and CRM along with his
Michael oversees the Total Rewards Loyalty program, which consists of customers from innovative mindset guides the planning and execution of award winning programs. Prior
Caesars gaming, hospitality, and online businesses. Michael also oversees the Caesars.com to joining Epsilon, Kevin held executive level positions at Trone Brand Energy, Omnicoms
e-commerce business, digital media, and PlaybyTR, Caesars mobile app. Michaels previous Targetbase Marketing, M/A/R/C Research and Nielsen where he worked with clients across
roles within Caesars include Vice President and Executive Associate to the Chairman, multiple industries including hospitality, pharmaceutical, petcare, telecommunications,
President and CEO and Director of Marketing Analytics. Prior to joining Caesars, Michael electronics and more. Kevin holds a Bachelor of Science degree in Business Administration
worked at Bain & Company and Capital One Financial. Michael holds a BS in Computer and Marketing from the University of Massachusetts.
Science and an MBA from the University of Virginia.
Brian Popelka, as senior vice president of supplier and customer care, is responsible for the Marc Rashba is currently the Vice President of Digital Partnerships & Development for Sony
strategic direction and operational effectiveness of Overstocks award- winning customer Pictures Entertainment. Previously Marc was the Vice President of Marketing for Sony
care department. Under his direction, the department has repeatedly ranked in the top four overseeing the companys customer marketing group for RVOD, digital and physical accounts
of the former NRF Foundation/American Express Customer Choice Awards, and earned the working on reward winning programs at Amazon, Best Buy and Walmart. During that period,
Gartner Gold Award and the 2011 Stevie Award for the Retail Customer Service Department Marc was able to work on efforts with both the My Best Buy rewards team as well as with
of the Year. Popelka also oversees all relations with the companys drop-ship fulfillment Amazon Prime. Marc also developed a new product line and a new technology that were
partners. Popelka has held several positions since joining the Overstock in 2002, including awarded patents which he shares with Sony. Prior to Sony, Marc spent a number of years
business to business manager, director of the books, media, movies and games department, in the music industry at EMI Music Group in a variety of strategic roles, but loved his time
and vice president of customer care. In these roles, Popelka has contributed greatly to the working with Brett Michaels and the band Poison the most. Marc also held a number of other
success of Overstock, helping to set the tone of the companys culture while at the same entertainment roles with Bagdasarian Productions, Amblin Entertainment and others. He lives
time spearheading development of a media channel, travel site, and auto sales site. Popelka in Oak Park, CA with his wife and three children.
holds a Bachelors Degree in Journalism, Broadcasting, Film and History from the University of
Nebraska-Lincoln.
Patsy Rey
Loyalty Marketing Director | Enterprise Holdings
Patsy Rey is the Loyalty Marketing Director at Enterprise Holdings Inc., the most
comprehensive service provider and only investment-grade company in the U.S. car
rental industry. In this role, she is responsible for the strategic development, execution and
management of all marketing functions to support the successful acquisition, retention and
growth of National Car Rentals Emerald Club, Enterprise Rent-A-Cars Enterprise Plus and
Doreen Pippen Alamo Rent a Cars Alamo Insiders programs globally. Enterprise Holdings operates through
Senior Director of Customer Loyalty | Thermo Fisher Scientific an integrated global network of independent regional subsidiaries and franchises the
Enterprise Rent-A-Car, Alamo Rent A Car and National Car Rental brands, as well as more
Doreen Pippen is the Senior Director of Customer Loyalty for Thermo Fisher Scientific. Doreen
than 9,900 fully staffed neighborhood and airport locations in more than 90 countries.
has the privilege of leading a team of talented customer evangelists that are responsible for
Enterprise Holdings is the largest car rental company in the world, as measured by revenue
creating and driving the Loyalty Strategy for the Life Science Solutions division. This newly
and fleet. In addition, Enterprise Holdings is the most comprehensive service provider and
formed team will bring a novel loyalty program to market that delights scientists aimed at
only investment-grade company in the U.S. car rental industry. The company and its affiliate
developing deeper, more meaningful relationships with our customers and will fuel our advanced
Enterprise Fleet Management together offer a total transportation solution, operating nearly
marketing initiative to boost our commercial impact. Doreen joined Thermo Fisher Scientific in
1.9 million vehicles throughout the world. Combined, these businesses accounting for $22.3
2005 and has led multiple teams of product, regional and global market development managers
billion in revenue in fiscal year 2017 include the Car Sales, Truck Rental, CarShare, Rideshare
in the Service & Support organization and the RNAi & Epigenetics business. Doreen also served
vanpooling, Zimride, Exotic Car Collection and Flex-E-Rent services, all marketed under the
in roles as a product and market development manager within the Protein Analysis and Real-
Enterprise brand name. The annual revenues of Enterprise Holdings one of Americas largest
time PCR reagents businesses, where she became a passionate, master practitioner of User
private companies and Enterprise Fleet Management rank near the top of the global travel
Centered Innovation (UCI) and has been an influential leader in the practice of this methodology.
industry, exceeding many airlines and most cruise lines, hotels, tour operators, and online
Prior to Thermo Fisher Scientific, Doreen was a product manager for Varian Incorporated and
travel agencies. Rey began her car rental career in 1992 as a customer service representative
a Senior Scientist for Gena, Inc. Doreen holds a Bachelors of Science in Biology with a minor
for Alamo Rent A Car, shortly after graduating from the University of Miami with a bachelors
in Chemistry from the University of San Diego and a Master of Business Administration from
in advertising. Over the next decade, she was promoted to various roles in the sales and
National University.
marketing division. In 2002, Rey was promoted to Affinity Marketing Manager for National
Car Rental and Alamo Rent A Car. A year later, she was promoted to Emerald Club Marketing
Manager. In 2004, Rey was named Marketing Director where she was responsible for loyalty
marketing and the strategic development and management of all marketing functions to
support the sales teams for National Car Rental and Alamo Rent A Car. In 2008, she was
promoted to Marketing Manager for National Car Rental. Rey was promoted to her current
position in 2013.
Danielle Quatrochi
SVP, Customer Experience & Innovation | Finish Line
Danielle Quatrochi is SVP of Digital Customer Experience for Finish Line. As such, Quatrochi
works with her team to deliver premium digital experiences to Finish Line customers across Michael Rock
Sr. Director, Loyalty Program | RLH Corporation
multiple channels. Before joining Finish Line in 2012, Danielle worked in marketing roles with
Room 214, MapMyFitness.com, and Nike. Quatrochi holds degrees from the University of Mike has 12 years of loyalty marketing experience across airline (Delta SkyMiles, United
Washington and the University of Oregon, and also sits on the Board of Directors for The MileagePlus), retail (Sears Shop Your Way), and hospitality (Choice Privileges and now RLH
Youth Foundation at Finish Line. Corporations Hello Rewards) industries in a variety of roles. He is responsible for overseeing
the growth and expansion of Hello Rewards, with particular focus on driving engagement from
properties and acquiring, delighting and retaining Hello Rewards members. Prior to joining RLH
Corporation, Mike played an integral role in revamping the Choice Privileges loyalty program,
which then became named USA Todays Best Hotel Loyalty Program. While with MileagePlus,
Mike contributed to the expansion of reward products to include several non-flight awards
offerings, including Hotel & Car Awards the first program of its kind among domestic airline
loyalty programs. Mike earned his bachelor degree from University of Florida and an MBA from
Indiana Universitys Kelley School of Business.
Jonathan Ruchman joined Brookdale in February, 2014. He brings to Brookdale over 25 years Jeff Sopko co-founder and President, Baesman Insights & Marketing, has established himself
of experience in brand marketing and customer experience. Jonathans career spans senior within technology and agency ecosystems as both a visionary leader and growth advisor. Jeffs
marketing roles with leading global advertising agencies including Grey Advertising (New career is highlighted by his extensive work with entrepreneurs and rapidly growing companies
York) and Euro RSCG (Chicago), serving brands such as Olive Garden, TWA, Avis, Hoover, Red in the SaaS, technology, consulting, and big data agency space. Through Jeffs leadership
Lobster, and others. Most recently, he served in key marketing positions at Allstate Insurance Baesman Insights & Marketing has established itself as a highly responsive, yet boutique
Company. As Marketing Manager in the Corporate Marketing group, Jonathan developed the provider of fact-based marketing strategy and execution services for the retail, fashion and
nationally recognized Allstate Good Hands Field Goal Net program in college football. As home services brands. Prior to founding the Baesman agency Jeff served as a senior executive
Senior Regional Marketing Manager, Jonathan led the Marketing and Customer Experience and advisor to companies in Toronto, Ontario, Los Angeles and as CEO of eVisons.com a
department for the $2 billion, five state Southern Region. In this role, he worked with 750 local business and technology consultancy supporting both Fortune 1000 and dot.com brands.
Allstate Agents on increasing customer acquisition and retention. Jonathan is a designated
CCXP and is responsible for managing Brookdales overall customer experience, with a focus
on resident and family engagement. He is a member of the CEO Committee on Culture, the
BEST Standards Committee, and Brookdale Sustainability Leadership Council. Jonathan also
represents Brookdale on ASHAs marketing sub-committee, responsible for launching a new
Senior Housing Industry website: WhereYouLiveMatters.Org.
Ryan Willis
Director Customer Experience | CenturyLink
Leading the Customer Experience team at CenturyLink, Ryan and team are focused on our
Customers first. Putting the Customer in the drivers seat to drive CenturyLinks strategic
initiatives from infancy to implementation. Emphasis has been on leveraging digital to meet
Emily Rudin these core Customer needs. Previously Ryan lead the Marketing Strategy team directly
Chief Customer Officer, | CrowdTwist reporting to the CMO and focused on driving both new and improving existing go to market
strategies across the organization.
Emily oversees the Client Success and Marketing teams at CrowdTwist. Emily has more than
15 years of retail, analytics, client services and marketing experience. Throughout her career,
Emily led transformational initiatives that have enabled brands and retailers to form strong
connections with their customer base. She offers a unique customer-centric perspective and
has a proven track record for increasing value for customers, managing complex relationships
and developing hard ROI for her customers. Prior to joining CrowdTwist, Emily held positions
at Macys, Coach, Ann Inc., dunnhumby, and The Childrens Place. She holds a bachelors Priscilla Yu
degree in consumer studies from Syracuse University. Emily is a proud mother of two. She Director of Client Engagement and Optimization | RBC Rewards Loyalty Program
and her husband are active members of their community. Priscilla Yu is the Director of Client Engagement and Optimization for the RBC Rewards
Loyalty Program. She is responsible for the creation, implementation and ongoing
optimization of an integrated customer engagement strategy across the Loyalty and
Rewards Business driving sustainable competitive differentiation. Priscilla has been with
RBC since 2002 where she held various positions including credit card acquisition and the
marketing of co-brand credit cards, product management and channel acquisition. In her
last role with Personal Deposits and Investments, she led the acquisition strategies across
the portfolio managing transformational initiatives making significant industry leading
Jamie Russo enhancements to deliver seamless digital experiences. Prior to joining the bank, Priscilla
Vice President of Loyalty Programs and Customer Engagement | Choice Hotels
worked at advertising agencies with clients ranging from telecom to pharmaceuticals. She
Jamie Russo, Vice President of Loyalty Programs and Customer Engagement, joined holds a B.A. in economics and Psychology from Western University in London, Ontario.
Choice Hotels International in October 2014 to spearhead strategic direction of Choices
award-winning loyalty program, Choice Privileges. In his role, he is responsible for growing
and further enhancing the loyalty program as well as managing relationship marketing.
He also oversees reservations and customer and franchisee engagement across Choices
network of call centers. Jamie came to Choice from American Express, where he had various
positions spanning card acquisition, product management, and business development. In Doug Zarkin
the consumer division of American Express, he managed marketing of co-brand products VP - CMO | Pearle Vision
(including the Delta SkyMiles Card), negotiated and launched the Mercedes-Benz credit Doug Zarkin is a senior-level, global strategic marketing executive with an impressive array
cards, and began acquisition programs with Amazon Prime and Universal Studios. He also of honors and recognition for his marketing and brand building successes in the retail arena
held positions in the Merchant Services organization, where he was responsible for managing at companies such as Avon, Limited Brands and Kellwood. In 2012, Doug joined Luxottica
global hotel and industry relationships. He holds a B.A. in Economics and Spanish from as the VP-Chief Marketing Officer for Pearle Vision where he is currently responsible for the
Bowdoin College in Brunswick, Maine. global strategic marketing, visual merchandising, product promotion and store design for
Luxotticas global optical franchise business. In 2015 and again in 2016 , Doug was recognized
with an Effie for marketing excellence in HealthCare Services Marketing for leading the brand
revitalization work for Pearle Vision. When not at the office, Doug can be found on the tennis
court or in the pool with his two kids.
A group of former brand analysts, CRM and loyalty marketers, developers and Clutch is the premier loyalty, rewards, gifting and mobile commerce platform for
strategists, Baesman Insights & Marketing has perfected the science of analyzing consumer-focused retailers and brands. The company creates brand advocates by
customer data and seeing what others often miss. Its the result of hard-earned delivering consistent and relevant experiences across all engagement and buying
experience aggregating and analyzing data for some of the most well-known retailers in channels. Clutch redefines Customer Lifecycle Success by providing an innovative
the world. We strive for a deeper, more dimensional understanding of your customers, platform that creates visibility to consumers behavior, demographics, segments, and
and the insights they share with you every day. Uncovering and activating the insights transactional data, maximizing the lifetime value of your customers by delivering
in your customer behavior is when the real fun begins. Across all channels online or simple, intuitive and relevant customer experiences. Clutchs consolidated approach
in stores well help you form new and deeper connections that foster enduring loyalty through our comprehensive suite of modular solutions simplify data and analytics
and engagement. Theres never been more disparate sources of data across multiple and enable omnichannel communication strategies from a highly relevant one-to-
devices, channels and platforms and less understanding of what its saying. Baesman one perspective.
will help you channel your multiple data sources to do amazing things.
Bond combines tradition with technology, making it easy for your business to send
beautiful, thoughtfully crafted, handwritten notes to your customers. Our technology
takes the art of correspondence into the 21st century to help your business deliver
powerful, personalized messages that generate loyalty at scale.
As the longest running tour operator in North America, Collette has been providing
guided travel for 100 years. We offer trips on all seven continents, allowing guests to
fulfill their deepest travel aspirations. As a family owned and operated business we
consider our travelers to be our personal guests. We understand that each guest is
unique so we offer a variety of travel styles, including small groups, single hotel stays,
and faith based experiences, river cruises, and rail journeys. For more information, visit
www.collette.com.
Epsilon is an all-encompassing global marketing innovator. We provide unrivaled data Wayin enables marketers and agencies to deliver authentic marketing campaign
intelligence and customer insights, world-class technology including loyalty, email and experiences across all digital properties including web, social, mobile and partner
CRM platforms and data-driven creative, activation and execution. Epsilons digital media channels. Wayin services more than 300 brands across 80 countries and 10 industries
arm, Conversant, is a leader in personalized digital advertising and insights through its including leaders like CNN, Microsoft, MLB, AOL, Discovery and Universal.
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 worlds largest affiliate marketing networks.
Together, we bring personalized marketing to consumers across offline and online channels,
at moments of interest,that help drive business growth for brands. Recognized by Ad Age
as the #1 Worlds Largest CRM/Direct Marketing Network, #1 Largest U.S. Agency from
All Disciplines, #1 Largest U.S. CRM/Direct Marketing Agency Network and #1 Largest U.S.
Mobile Marketing Agency, Epsilon employs over 8,000 associates in 70 offices worldwide.
Epsilon is an Alliance Data company. For more information, visit www.epsilon.com and
follow us on Twitter @EpsilonMktg.
The people at Strativity are united by passion and guided by a proprietary human-
centered methodology to unlock exceptional organizational performance that builds
customer loyalty and advocacy. We take a holistic approach to Customer Experience
Design & Transformation that fosters deep, profound cultural changes, supporting both
Lenati is a specialized management consulting firm that designs, implements and
the experience of your customers and employees and the profitability of your business.
optimizes marketing and sales for companies who want to build a stronger connection to
the customer. We have assembled a deeply experienced group of professionals 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. Its
not all execution and not all strategy; its the right mix of both. Lenati provides a full suite
of consulting services to specifically address the needs of retention marketing teams.
Visit our website for more information: www.lenati.com
Xeikon, a division of Flint Group, is a long-standing leader and innovator in digital printing
technology. Grounded in the principles of quality, flexibility and sustainability, Xeikon
At PwC, our purpose is to build trust in society and solve important problems. Were a designs, develops and delivers web-fed digital colour presses for label and packaging
network of firms in 157 countries with more than 223,000 people who are committed to applications, document printing, and commercial printing. These presses utilise LED-array-
delivering quality in assurance, advisory and tax services. Our Actuarial Services Practice based electrophotography, open workflow software and application-specific toners.
consists of over 145 credentialed life/health and P&C actuaries, making it one of the largest
actuarial consulting groups in the US. Find out more and tell us what matters to you by
visiting us at www.pwc.com/us/insurance.
Stellar Loyalty is the first software provider to deliver a cloud-based suite of breakthrough
customer loyalty applications. Our mission is to bring delight and value to every consumer
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 for scale, and
we recognize the value of loyalty intelligence in orchestrating meaningful journeys and
driving profitable customer / fan engagements.
THANK YOU!
513.800.0360 | customerexpo.com | @customerexpo