Mastering The Customer Experience

While mobile apps are ubiquitous, knowledge of the laws and app store requirements around them is not. The result can be disastrous: getting an app permanently banned from the app store or subject to a class action lawsuit for a rule no one knew to follow.

 

This Loyalty University session presented by Tyler Thompson, Partner at Reed Smith, will take attendees through requirements for mobile apps, including hundreds of app store rules, privacy and data sharing, accessibility, and drafting effective terms. Learn how to issue spot in your app, with practical takeaways and next steps to start reducing risk immediately.

 

About Loyalty University: As brands have shared a desire for continuing education opportunities, Loyalty University sessions focus on customer loyalty trends and best practices, while allowing brand members to interact with presenters and other brands during a live presentation.

Overview: Building a successful loyalty program across a franchise network requires more than a strong customer proposition. It requires getting franchisees and dealer groups aligned, demonstrating the value of participation, and creating consistent engagement at the store level.

 

In this Lunch & Learn, Joey Low, Manager - Loyalty Marketing Program, Citgo will share how a loyalty leader can build network-wide support, turn franchisees into advocates, and equip frontline teams to actively drive customer enrollment and engagement. We’ll discuss the challenges of gaining buy-in, the investment required, and how growing participation can create greater value for both the network and its customers.

 

Three Key Takeaways:

1. Build franchisee buy-in — Demonstrate the value and create advocates across the network.
2. Grow network participation — Turn more participating locations into greater program impact.
3. Activate the frontline — Equip store teams to drive enrollment and customer engagement.

For 25 years, loyalty marketers have optimized email to get the member to open it. What happens when the member’s AI opens, reads, interprets—and eventually acts on—the email for them?
 
AI is inserting a new intermediary between the loyalty program and the member. That creates both a challenge and an opportunity. Gmail now uses Gemini to summarize threads, and Google is moving toward an “AI Inbox” that can prioritize information and surface actions; meanwhile, email remains consumers’ preferred way to hear from marketers. 

During this Lunch & Learn session with Carolynn Jordan from Stop & Shop, we’ll discuss:
 

• How brands can optimize for AI, not just the member: Gmail and other AI tools can summarize and interpret emails, making clear, machine-readable value propositions increasingly important.
• Put the value up front: Offers, rewards, urgency and key member benefits need to appear earlier so they survive AI summarization and capture attention quickly.
• Rethink opens and measurement: If AI reads or summarizes the email for the member, open rates become less meaningful—putting greater emphasis on clicks, activations, redemptions and incremental behavior.

Gen Z is reshaping the future of customer loyalty. As the first truly digital-native generation, they expect personalized experiences, seamless omnichannel interactions, authentic brand values, and loyalty programs that extend well beyond points and discounts. For brands, meeting these expectations requires rethinking how customer relationships are built, nurtured, and sustained over time.

Join Loyalty360 and Phaedon for a discussion inspired by the new Executive Perspectives report, Engaging Gen Z: How Brands Are Meeting the Expectations of the Most Influential Consumer Generation Yet.

Drawing on insights from loyalty and customer experience leaders at Publix, Noodles & Company, Applebee's, IHOP, Portillo's, DIRECTV, Virginia Lottery, Fleet Feet, Bath & Body Works, Scooter's Coffee, Merz Aesthetics, and others, this session will explore how leading brands are evolving their loyalty and customer engagement strategies to connect with the next generation of consumers.

During this webinar, attendees will learn:

• Why personalization and frictionless digital experiences have become the new baseline for customer engagement
• How leading brands are using gamification, community, and purpose to create more meaningful customer relationships
• Best practices for delivering seamless omnichannel experiences that meet customers wherever they engage
• How brands are balancing the expectations of younger consumers while maintaining broad customer appeal
• Emerging trends shaping the future of customer loyalty and long-term engagement

Speakers: 

Mark Johnson, CEO, Loyalty360
Katie Berndt, Vice President - Strategy, Experience, Research & Insights, Phaedon

Session Details to come.

Presented by Loyalty360, CX Fest is the industry's newest gathering for customer experience, customer engagement, and loyalty professionals. As the inaugural event, CX Fest will bring together leading brands, innovators, analysts, and technology providers to explore the strategies, technologies, and insights shaping the future of customer experience.

Join us in Charlotte this November to learn from best-in-class leaders, discover emerging trends in AI and CX, build valuable peer connections, and gain practical strategies that drive customer satisfaction, retention, and business growth.

Don't miss the opportunity to be part of the inaugural CX Fest. The brands and leaders who attend this first-of-its-kind event will help shape the future of the CX community, establish valuable industry relationships, and gain early access to the ideas and innovations defining what's next. Be there from the beginning—and be part of the conversation everyone will be talking about afterward.

Register here: Loyalty360 CX Fest | November 17-18, 2026 | CXFestival.com
Apply for Awards here: Loyalty360 CX Fest | November 17-18, 2026 | CXFestival.com