Member-Only Meetings

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.

Session Title: Future-Proofing Your Business by Future-Proofing Your People

AI, changing customer expectations, and new technologies are forcing organizations to adapt faster than ever. But even the best strategy only works if your people are prepared to execute it.

Join Loyalty360 and workplace culture expert Brad Federman for a Loyalty University session focused on how leaders can build teams that are more adaptable, resilient, and prepared for what comes next.
 
You’ll learn how to:

• Build a culture of continuous learning as skills become obsolete faster.
• Lead teams through change, uncertainty, and resistance.
• Turn delegation, coaching, and trust into tools for developing stronger people—not simply getting more work done.

 
If you're responsible for leading people through AI, organizational change, or evolving customer expectations, this session will provide practical frameworks you can put to work with your team.

Speaker: Brad Federman: 
Brad Federman is the Founder and President of PerformancePoint LLC, a leading performance improvement company. With over 30 years of corporate experience, Brad is an international author, speaker, coach, and consultant dedicated to helping organizations build thriving cultures,  level up leadership, energize employees, and captivate customers.

Loyalty360 Lunch & Learn - How a Leading Casino Identifies, Evaluates, and Activates Partners

Join Loyalty360 and Maria Cohen, Vice President, Guest Experience & Engagement at PENN Entertainment, as she shares how PENN approaches partnerships to enhance the value of its customer loyalty efforts.

Drawing on real-world case studies and lessons learned, Maria will discuss how her team evaluates partnership opportunities, structures collaboration models, and activates programs that create value for both brands and their customers.

Key Discussion Topics

• How PENN Entertainment identifies, evaluates, and prioritizes partnership opportunities, from co-marketing initiatives to fully integrated loyalty collaborations.
• Strategies for activating partnerships across loyalty programs, digital channels, and customer experiences.
• Best practices for measuring partnership success and building long-term collaborations that strengthen customer engagement, increase customer value, and deliver measurable business outcomes.

In this Loyalty University session hosted by Loyalty360 and Response Labs, we'll look at why the most valuable program in the building so often goes unfunded, and what it takes to change that. Using results from Response Labs' client work, we'll show what surfaces when a program is built to measure its own effect, when a genuine loyalist is separated from a general subscriber, and when program activity is connected to real, provable lift.

This isn't a framework for talking your way through a budget meeting. It's a look at what makes a program defensible in the first place, so the case makes itself.

Key Discussion Points:

• Why loyalty programs often struggle to secure investment, despite delivering significant long-term business value
• The role of measurement in demonstrating incremental impact, earning executive buy-in, and protecting future investment
• Why distinguishing loyalists from general CRM subscribers leads to a clearer understanding of program performance and customer value
• What separates loyalty programs that can confidently prove their effectiveness from those that rely on assumptions

Overview:

This Loyalty360 Brand Member Roundtable will bring members together to discuss how their loyalty strategies have evolved throughout 2026 and where they are focusing for the remainder of the year. Attendees will have the opportunity to share successes, challenges, organizational priorities, and lessons learned while discussing evolving customer expectations, emerging technologies, and planning for 2027.

Members should come prepared to discuss the following:

Key Discussion Topics:

• Loyalty program enhancements and customer strategy initiatives implemented in 2026
• Brand successes, challenges, and lessons learned so far this year
• Navigating economic pressures and changing customer expectations
• New campaigns, partnerships, reward offerings, and engagement strategies
• Priorities and planning for the remainder of 2026 and into 2027
• Interest in new technologies, agencies, analytics, AI, and strategic partnerships
• Measuring success and evaluating key customer loyalty metrics and KPIs

If there are additional topics or questions you would like us to consider for this or future meetings, please let the Loyalty360 team know. 

Loyalty360 Lunch & Learn: Building the Digital Credit Union: Creating Frictionless Experiences That Drive Member Loyalty

A member once described the State Employees' Credit Union (SECU), which serves North Carolina through more than 275 branches, this way:

"I love the branches and staff, but the online digital banking experience has opportunities.”
That feedback became the catalyst for SECU's digital transformation.

Recognizing its technology stack had opportunities, SECU set out to modernize its digital banking experience and create a stronger foundation for future loyalty and digital initiatives. Rather than building everything internally, the organization partnered with a technology provider that offered the flexibility to customize its platform while accelerating innovation.

Join Loyalty360 and Brad Moats, Senior Vice President at SECU, as he shares how SECU identified technology gaps, evaluated build-versus-buy decisions, aligned stakeholders, and created a more seamless digital experience that strengthens member engagement and drives long-term loyalty.

Key Takeaways:

• Turn member feedback into digital transformation. Learn how SECU used member insights to identify technology gaps, prioritize investments, and build support for change.
• Balance customization with innovation. Discover how SECU evaluated build-versus-buy options and selected a technology partner that provides both flexibility and a scalable foundation for future growth.
• Create seamless digital experiences. Explore how reducing friction across the member journey can increase engagement, strengthen relationships, and support long-term loyalty.

Building lasting customer loyalty requires more than great ideas - it requires a disciplined approach to understanding customer needs, identifying opportunities, and turning insights into measurable action.
 

In this Lunch & Learn session, Truist's Edward Lopez, SVP Head of Journey Architecture, and John Sellers, EVP Head of Loyalty and Rewards, will share how they accelerated loyalty innovation by combining customer insights with proven experience design methodologies.  They'll discuss how journey rooming creates a collaborative environment where cross functional teams can visualize the end-to-end customer experience, align key moments that matter, and uncover opportunities to strengthen loyalty across every touchpoint.  They will also introduce KANO Analysis, a powerful framework for prioritizing features, experiences, and loyalty enhancements based on what customers truly value.  They will share how they distinguished between basic expectations, performance drivers, and delight factors to make loyalty design experiences that deepen engagement.

Key Discussion Topics:

• Using journey rooming to align teams around customer journey and identify high-impact opportunities
• Applying KANO Analysis to prioritize loyalty initiatives based on customer expectations and business value
• Translating customer insights into actionable innovation loyalty decisions

Overview:

This Loyalty360 Brand Member Roundtable will focus on a “mid-year check-in,” with members sharing updates on loyalty program performance, customer engagement strategies, organizational priorities, and plans for the remainder of 2026 and beyond. Attendees will have the opportunity to discuss current challenges, successful initiatives, evolving customer expectations, and areas of interest heading into 2027.
Members should come prepared to discuss the following:
Key Discussion Topics:

• Loyalty program and customer strategy updates implemented in 2026
• Brand successes, challenges, and lessons learned during the first half of the year
• Navigating economic pressures and changing customer expectations
• New campaigns, partnerships, reward offerings, and engagement strategies
• Priorities and planning for the remainder of 2026 and into 2027
• Interest in new technologies, agencies, analytics, AI, and strategic partnerships
• Measuring success and evaluating key customer loyalty metrics and KPIs

If there are additional topics or questions you would like us to consider for this or future meetings, please let the Loyalty360 team know. 

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.

Session Title: Loyalty360 Loyalty University Session - Legal & Regulatory Loyalty Program Risk: What Brands Should Know
 

The morass of regulation that could slow even the best loyalty programs continue to grow. During this session, Tyler Thompson, Partner at Reed Smith will take attendees through a high-level, “what should I be thinking about” tour of the current loyalty regulatory landscape. Privacy, AI, direct marketing, loyalty terms, and one-off trip ups will all be discussed at a practical level, designed to get brands thinking about their own risk and next steps.

Topics discussed include:

• New privacy law’s affect on Loyalty, including loyalty specific rules in states like CO.
• Direct marketing related class action lawsuits and their impact on loyalty programs.
• Staying away from “algorithmic pricing” and similar AI obstacles.

Loyalty360 will present key findings from our 2026 State of Customer Loyalty Report during this exclusive Digital Roundtable. The session will explore current trends, strategic priorities, and challenges that brand marketers are navigating in today’s loyalty landscape.

Based on comprehensive research and brand-side survey responses, the roundtable will highlight:

• The top loyalty program enhancements for 2026
• Shifts in reward preferences and engagement strategies
• How brands are leveraging (or cautiously approaching) AI and customer data
• Investment trends, internal support levels, and team structures
• Persistent challenges with technology, integrations, and measurement

This session will provide brand marketers with a comprehensive overview of where the market stands and where it's headed. Attendees will gain valuable insight to benchmark their strategies and better understand how peers are approaching customer loyalty in 2026 and beyond.

Loyalty360 will present key findings from our 2026 State of Customer Loyalty Report during this exclusive Junior Roundtable. The session will explore current trends, strategic priorities, and challenges that brand marketers are navigating in today’s loyalty landscape.

Based on comprehensive research and brand-side survey responses, the roundtable will highlight:

• The top loyalty program enhancements for 2026
• Shifts in reward preferences and engagement strategies
• How brands are leveraging (or cautiously approaching) AI and customer data
• Investment trends, internal support levels, and team structures
• Persistent challenges with technology, integrations, and measurement

This session will provide brand marketers with a comprehensive overview of where the market stands and where it's headed. Attendees will gain valuable insight to benchmark their strategies and better understand how peers are approaching customer loyalty in 2026 and beyond.

Loyalty360 will present key findings from our 2026 State of Customer Loyalty Report during this exclusive Digital Roundtable. The session will explore current trends, strategic priorities, and challenges that brand marketers are navigating in today’s loyalty landscape.

Based on comprehensive research and brand-side survey responses, the roundtable will highlight:

• The top loyalty program enhancements for 2026
• Shifts in reward preferences and engagement strategies
• How brands are leveraging (or cautiously approaching) AI and customer data
• Investment trends, internal support levels, and team structures
• Persistent challenges with technology, integrations, and measurement

This session will provide brand marketers with a comprehensive overview of where the market stands and where it's headed. Attendees will gain valuable insight to benchmark their strategies and better understand how peers are approaching customer loyalty in 2026 and beyond.

Coming soon.

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.

Session Title: Loyalty360 Loyalty University Session - Rebuilding Loyalty Through Real-Time Value

As economic pressures reshape customer expectations and purchasing behaviors, loyalty programs built around delayed rewards are losing relevance and impact. Today’s consumers are looking for loyalty experiences that provide immediate, easy-to-understand, and visible value at the moment of purchase.

In this Loyalty University session hosted by Engage People, we will explore how brands can evolve beyond an “earn now, redeem later” model to create loyalty strategies that influence customer decisions in real time and drive stronger engagement and long-term loyalty.

Key Discussion Points:

• How financial pressures are reshaping customer expectations and purchase behavior
• The growing consumer preference for immediate savings, flexibility, and real-time value
• Why visible, easy-to-access rewards can drive stronger engagement and redemption
• Examples of how real-time redemption and instant savings can influence purchasing decisions

Overview: Personalization, segmentation, and cadence management play a critical role in modern customer loyalty programs. As one-to-one relationships become increasingly important to loyalty success, understanding the technologies, processes, and best practices that enable effective personalization is essential.

In this roundtable discussion, Loyalty360 Brand Members are invited to share their experiences incorporating personalized experiences, communications, rewards, and more into their loyalty strategies. The discussion will also focus on best practices and insights related to launching and enhancing brand-level or loyalty-specific preference centers.
 
** Members should come prepared to discuss what they are seeing/how they are approaching personalization and customer preference management within their organizations
 
Key Discussion Topics:

• Personalization Technologies: Members' usage and considerations of platforms related to personalization, including AI/Machine Learning, personalized video, personalized rewards, experiences, offer management, and personalized content/communication.
• Preference Center Management: Brands that have implemented preference centers will discuss what's working well, areas for improvement, and desired changes.
• Integration Challenges and Opportunities: Exploration of internal or external IT constraints that impact the integration of personalization technologies and strategies.
• Measurement: Evaluation of the cost, profitability, and return on investment (ROI).

Overview: There is growing interest in emotional loyalty and how brands can build effective customer loyalty and engagement efforts that foster deeper emotional connections with members. This meeting will serve as a forum for Loyalty360 members to discuss the challenges and opportunities associated with emotional loyalty, share how they define emotional loyalty, and explore approaches to creating and sustaining emotional connections with customers.

** Members should come prepared to discuss what they are seeing/how they are approaching emotional loyalty within their organizations

Key Discussion Topics:

• Challenges associated with building and sustaining emotional loyalty
• How organizations define emotional loyalty and align internally on that definition
• Measurement approaches, data points, and indicators of emotional loyalty
• Defined or emerging stages of emotional loyalty across the customer lifecycle
• Traits and behaviors of brands with high levels of emotional loyalty
• Driving emotional loyalty in an era of increased privacy expectations and evolving customer expectations

The finalists competing in the 2026 Loyalty360 Awards will share details of their programs and strategies in fast-paced 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 in creating loyal customers.

As a part of the award process, Loyalty360 members, Loyalty360 Award finalists, and attendees registered for the 2026 Loyalty Expo are invited to view these virtual sessions and are eligible to vote for platinum, gold, silver, bronze, and honorable mention (if applicable) for each category. Winners will be announced during the Loyalty360 Awards ceremony in Orlando, FL on May 14th. 

The finalists competing in the 2026 Loyalty360 Awards will share details of their programs and strategies in fast-paced 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 in creating loyal customers.

As a part of the award process, Loyalty360 members, Loyalty360 Award finalists, and attendees registered for the 2026 Loyalty Expo are invited to view these virtual sessions and are eligible to vote for platinum, gold, silver, bronze, and honorable mention (if applicable) for each category. Winners will be announced during the Loyalty360 Awards ceremony in Orlando, FL on May 14th. 

The finalists competing in the 2026 Loyalty360 Awards will share details of their programs and strategies in fast-paced 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 in creating loyal customers.

As a part of the award process, Loyalty360 members, Loyalty360 Award finalists, and attendees registered for the 2026 Loyalty Expo are invited to view these virtual sessions and are eligible to vote for platinum, gold, silver, bronze, and honorable mention (if applicable) for each category. Winners will be announced during the Loyalty360 Awards ceremony in Orlando, FL on May 14th.

The finalists competing in the 2026 Loyalty360 Awards will share details of their programs and strategies in fast-paced 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 in creating loyal customers.

As a part of the award process, Loyalty360 members, Loyalty360 Award finalists, and attendees registered for the 2026 Loyalty Expo are invited to view these virtual sessions and are eligible to vote for platinum, gold, silver, bronze, and honorable mention (if applicable) for each category. Winners will be announced during the Loyalty360 Awards ceremony in Orlando, FL on May 14th. 

Category Description - Employee Engagement & Impact

An engaged employee is one of the most valuable resources a company can have. Creating this engagement, however, is much easier said than done and requires a culture of alignment that ensures every employee is working together toward a shared goal of the larger brand identity. Finalists of the Employee Engagement and Impact category will have built this culture and created an engaged workforce that understands what the brand promise is, where it’s going, and how it will get there. 

The finalists competing in the 2026 Loyalty360 Awards will share details of their programs and strategies in fast-paced 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 in creating loyal customers. 

As a part of the award process, Loyalty360 members, Loyalty360 Award finalists, and attendees registered for the 2026 Loyalty Expo are invited to view these virtual sessions and are eligible to vote for platinum, gold, silver, bronze, and honorable mention (if applicable) for each category. Winners will be announced during the Loyalty360 Awards ceremony in Orlando, FL on May 14th. 

Category Description - Corporate Social Responsibilty & Loyalty:

Today’s leading brands are focused on the world around us in addition to their core offering. Consumers are placing more value on how brands enhance humanity across an array of possibilities, including sustainability, community impacts, charitable giving, and diversity, equity, and inclusion. This award recognizes brands that are making tangible and authentic impacts based on their commitment to their mission statement, core values, and customers.

The finalists competing in the 2026 Loyalty360 Awards will share details of their programs and strategies in fast-paced 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 in creating loyal customers.

As a part of the award process, Loyalty360 members, Loyalty360 Award finalists, and attendees registered for the 2026 Loyalty Expo are invited to view these virtual sessions and are eligible to vote for platinum, gold, silver, bronze, and honorable mention (if applicable) for each category. Winners will be announced during the Loyalty360 Awards ceremony in Orlando, FL on May 14th. 

Category Description - B2B Customer Loyalty:

While not as common as many traditional B2C loyalty initiatives, B2B programs and customer loyalty strategies are gaining momentum within the industry. Customers of these B2B programs may not be motivated by the same incentives as a B2C program member. Additionally, there likely are several other hurdles in a B2B purchase as compared to B2C, which requires these brands to think outside of the box when building a successful program. This category will showcase B2B brands that are taking a unique approach to building positive customer experiences and customer loyalty.

Rewards programs are often launched as growth drivers - but as costs rise and results fluctuate, CFOs quickly start asking harder questions.  In this fast-paced session, loyalty leaders will learn why rewards programs are frequently viewed as cost centers and how to reframe the conversation using financial metrics that resonate with finance.  The discussion will focus on practical, interim measurement strategies - control groups, incremental revenue, and cost-to-change-behavior metrics - that provide clear financial visibility even when long-term CLV is under pressure.  Attendees will leave with a clearer framework for partnering with finance and defending loyalty as a disciplined growth investment.

In this Lunch & Learn, Blain's Farm & Fleet's Aly Blawat will discuss how she strategically uses key financial metrics to partner with finance in order to position the Blain's Rewards program as a growth driver rather than a cost center.

Key takeaways from the session:

• Lead with incrementality, not activity - Prove impact using incremental revenue, trips, and behavior changes versus control groups and non-members 
• Create interim KPIs that bridge to CLV - Use cost per activated member, cost per incremental trip, and cost per retained customer to maintain financial confidence.
• Partner with finance earlier - Treat finance as a design partner - not a reviewer - to align on definitions, metrics, and success criteria.

For years, Bank of America’s Preferred Rewards program successfully engaged clients with established banking relationships. But evolving customer expectations, growing demand for personalization, and the need to deepen relationships across a broader base prompted the bank to rethink its approach. The result: BofA Rewards, a no-fee, relationship-based program designed to extend meaningful benefits to millions more customers.

 

In this Lunch & Learn, Bank of America leaders will share why the organization chose this moment to modernize its loyalty strategy, how it removed traditional entry barriers, and how it’s balancing accessibility with premium differentiation across the financial journey.

 

The session will explore:

• Why financial services loyalty must evolve beyond balance-based exclusivity
• How removing minimum thresholds expands reach without diluting value
• How relationship data and personalized financial and lifestyle benefits are reshaping loyalty as a growth platform

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.
 

Session Title: Loyalty360 Loyalty University Session - Actuarial Thinking for Modern Loyalty: Aligning Finance, Marketing, and Strategy

 

As loyalty programs grow in complexity, so do the financial, operational, and strategic decisions that support them. From point expiration policies to evolving accounting standards and internal CFO-CMO alignment, brands are navigating increasingly nuanced challenges that affect both short-term financial reporting and long-term customer value.

In this interactive Loyalty University session, experts from Willis Towers Watson will explore how actuarial approaches grounded in data analysis, forecasting, and  measurement can strengthen loyalty program performance and decision-making.

Rather than focusing on traditional insurance-based perceptions of actuarial work, this session will demonstrate how actuarial thinking can be applied to loyalty programs to:

 

· Improve financial clarity and liability management

· Support more strategic point expiration and gift card policies

· Bridge the gap between finance and marketing objectives

· Unlock deeper insights at the individual customer level

Session Title: Plug the Loyalty Leaks: Finding & Fixing the Gaps in Your Loyalty Game

The loyalty market has shifted. Brands need to rely on new growth levers to continue optimizing their programs by bringing together customer behavior, purchase activity, feedback, and preferences into a single, actionable view of the customer experience. But when insight is fragmented, blind spots form and meaningful customer potential is left untapped.

These blind spots show up as loyalty “leaks,” moments where engagement drops, partnerships underdeliver, or programs try to do too much without clear impact. Relying on surface-level or outdated metrics makes it difficult to see where value is being lost or where the experience is breaking down, limiting both strategic direction and day-to-day decision-making.

In this Loyalty University Session, Bond Brand Loyalty's Sean Claessen, Kienan McLellan, and Justin LoPresti will walk through a practical way for brands to assess their own loyalty programs, partnerships, and engagement strategies to identify where those gaps exist. Attendees will learn how to turn better intelligence into focused action by prioritizing the moments that matter most and using clearer insight to support more sustainable customer growth.

In this Lunch & Learn, Bank of America’s Suann Carriero and Melissa Roland will share insights into the recent evolution of the BankAmeriDeals program and the technology used to power and manage it. Facing legacy technology challenges, internal IT constraints, and rising infrastructure costs, Suann and her team paused to reassess whether to maintain the status quo or make a strategic leap toward a more scalable, future-ready solution.

During this session, she’ll provide a candid before-and-after view of BankAmeriDeals, outlining the considerations behind the brand's technology transition and key lessons learned throughout the process.

Session discussion topics include: 

• Business and technology drivers behind shifting platforms and providers

• Evaluating whether to upgrade a legacy system or adopt a more innovative, future-ready solution

• The importance of persistence and team trust in driving a major platform transformation

• Leveraging supplier partners’ subject-matter expertise to free internal teams to focus on strategy and client value

Overview:

Maintaining consistent member engagement throughout the year requires balancing day-to-day promotional activity with timely, high-impact events. During this Digital Roundtable discussion, brand members will explore strategies for designing and optimizing both “always-on” promotions and seasonal campaigns that drive engagement, excitement, and measurable business results.

Participants will share examples of ongoing promotions that deliver strong performance, discuss how data and member insights guide their promotional strategy, and compare approaches to planning around major shopping or travel seasons.

Key Discussion Topics:

• Examples of evergreen or ongoing promotions that consistently perform well
• Using data, member behavior, and redemption trends to guide promotional strategy
• Developing and executing high-impact seasonal or member-only events
• Planning timelines and coordination for key seasonal moments
• Measuring success and applying lessons learned from past campaigns
• Maintaining engagement and loyalty between major promotions or events

Session Title: Plug the Loyalty Leaks: Finding & Fixing the Gaps in Your Loyalty Game

The loyalty market has shifted. Brands need to rely on new growth levers to continue optimizing their programs by bringing together customer behavior, purchase activity, feedback, and preferences into a single, actionable view of the customer experience. But when insight is fragmented, blind spots form and meaningful customer potential is left untapped.

These blind spots show up as loyalty “leaks,” moments where engagement drops, partnerships underdeliver, or programs try to do too much without clear impact. Relying on surface-level or outdated metrics makes it difficult to see where value is being lost or where the experience is breaking down, limiting both strategic direction and day-to-day decision-making.

In this Loyalty University Session, Bond Brand Loyalty's Sean Claessen, Kienan McLellan, and Justin LoPresti will walk through a practical way for brands to assess their own loyalty programs, partnerships, and engagement strategies to identify where those gaps exist. Attendees will learn how to turn better intelligence into focused action by prioritizing the moments that matter most and using clearer insight to support more sustainable customer growth.

Today’s shoppers—especially Gen Z and digitally engaged, value-seeking shoppers—don’t engage with loyalty programs in a single, linear way. They move fluidly across channels, stack value from multiple platforms, and expect earning to feel intuitive, flexible, and worth their time.

In this Lunch & Learn, Giant Food’s Melanie Butler will share how her team is evolving its loyalty strategy to reflect these changing behaviors—using gamified, continuity-based earning and strategic third-party partnerships to drive engagement without overcomplicating the customer experience.

The session will explore:

• How Gen Z shoppers think about value—and what that means for loyalty
• Why gamified, continuity-style offers keep shoppers coming back
• How third-party platforms fit into the way shoppers build value today

TravelCenters of America has undergone significant transformation following its acquisition by bp, a shift that introduced new organizational priorities and accelerated the modernization of TA’s digital, in-store, and customer loyalty capabilities. In this session, Daniel Trizio, Sr. Manager of Fleet Loyalty for bp, will share how his team advanced a multi-year roadmap amid evolving leadership direction, new technology requirements, and ongoing reorganization. Throughout this period of transition, Daniel and his team remained focused on ensuring the customer stayed at the center of business decisions while adapting to bp’s broader loyalty vision and integrating new teams, platforms, and processes.

Daniel will also discuss the challenges, key decision points, and lessons learned from moving multiple transformation initiatives forward simultaneously, along with how these insights are shaping TA’s customer loyalty strategy in 2026 and beyond.

Discussion points include:

• The realities of driving loyalty program transformation during acquisition, reorganization, and shifting priorities
• Integrating new partners and platforms during operational and cultural change
• Maintaining a customer-first lens across loyalty, customer experience, and digital redesigns
• Aligning with a new strategic direction while protecting customer continuity and program integrity

As customer expectations evolve and acquisition costs rise, many brands are exploring new partnership models to deliver incremental value, broaden program appeal, and unlock additional financial and marketing opportunities. Yet the path from a compelling idea to a fully launched partnership is rarely straightforward, especially for customer loyalty teams navigating technology limitations, legal reviews, co-marketing alignment, and ROI justification. 

In this Lunch & Learn session, Stop & Shop, a regional supermarket chain in the northeastern U.S., will lead an open, peer-focused discussion on early-stage considerations for developing brand-to-brand partnerships. The session will create space for brands to compare experiences, share both successful and challenging partnership examples, and explore realistic pathways to launching new initiatives without overburdening product teams or committing to highly bespoke, long-term projects before the organization is ready. 

Discussion topics will include: 

• Peer lessons learned: Successes, challenges, and partnership pitfalls to avoid. 
• Navigating technology hurdles: Legacy systems, API constraints, external integrators, and limited product/tech resources. 
• Partnership value & ROI: Forecasting benefits, cost considerations, and ensuring customer alignment between partner brands. 
• Co-marketing alignment: Coordinating calendars, messaging responsibilities, and gaining internal support. 

Overview:

As brands look ahead, preparing for the next generation of customers has become a key focus for loyalty teams. Younger audiences are redefining what loyalty means by placing greater value on personalization, transparency, shared values, and meaningful engagement across both digital and physical touchpoints.

During this Digital Roundtable session, brand members will discuss how they are evolving their customer loyalty strategies to meet the expectations of these emerging customer segments and ensure their brands remain relevant and future-ready. Participants will share insights, challenges, and examples of how they are building connections with the next generation of loyal customers.

 

Key Discussion Topics:

• Understanding the needs, preferences, and expectations of emerging customer segments

• Preparing loyalty programs for the next generation of consumers

• Incorporating new technologies, personalization, and experiences to drive engagement

• Creating authentic and purpose-driven loyalty strategies that resonate with younger audiences

• Balancing innovation and evolution while maintaining existing member relationships

• Measuring success and adapting strategies as customer behaviors continue to shift

Overview:

During this Digital Roundtable session, we will explore the key opportunities and priorities brand members are focusing on to elevate customer loyalty in 2026. Participants will discuss emerging trends, innovative strategies, and practical solutions shaping the next wave of loyalty, engagement, and customer experience initiatives.

Members are encouraged to come prepared to share insights, lessons learned, and upcoming plans for 2026, as well as how their organizations are evolving to meet new customer expectations and competitive pressures.

Key Discussion Topics:

• Year in Review: Reflecting on 2025, what were the most impactful accomplishments or learnings for your loyalty program or organization? What goals and areas of focus will guide your team’s loyalty efforts in 2026?
• Program Innovation: What enhancements or new strategies are brands implementing in 2026? 
• Technology & Data: How are emerging technologies and data capabilities transforming customer loyalty programs? 
• AI and Automation in Loyalty: How are brands leveraging AI and automation to enhance personalization and improve customer engagement? 
• Engaging New Audiences: How are brands adapting their loyalty strategies to reach and engage younger generations/new customer segments? 
• Navigating Challenges: What key challenges are brands anticipating in 2026 and how are they preparing to address them?

Overview:
 

During this Digital Roundtable session, we will explore the key opportunities and priorities brand members are focusing on to elevate customer loyalty in 2026. Participants will discuss emerging trends, innovative strategies, and practical solutions shaping the next wave of loyalty, engagement, and customer experience initiatives.

Members are encouraged to come prepared to share insights, lessons learned, and upcoming plans for 2026, as well as how their organizations are evolving to meet new customer expectations and competitive pressures.

Key Discussion Topics:

• Year in Review: Reflecting on 2025, what were the most impactful accomplishments or learnings for your loyalty program or organization? What goals and areas of focus will guide your team’s loyalty efforts in 2026?
• Program Innovation: What enhancements or new strategies are brands implementing in 2026? 
• Technology & Data: How are emerging technologies and data capabilities transforming customer loyalty programs? 
• AI and Automation in Loyalty: How are brands leveraging AI and automation to enhance personalization and improve customer engagement? 
• Engaging New Audiences: How are brands adapting their loyalty strategies to reach and engage younger generations/new customer segments? 
• Navigating Challenges: What key challenges are brands anticipating in 2026 and how are they preparing to address them?

Overview: There is interest in brand-to-brand partnerships as a valuable component of customer loyalty programs, especially as brands look to differentiate themselves and deliver additional value to their members in unique and meaningful ways. During this meeting, we will explore the opportunities presented by brand partnerships, best practices for success, common challenges, and effective ways to promote and market these relationships.

Key Discussion Topics: 

• Brand-to-brand partnerships within loyalty programs
• Success stories and advice for other brands
• Managing partnerships and the customer experience
• Promoting and marketing brand collaborations
• Partnership challenges and opportunities
• Building and maintaining partnership networks

Managing expectations and ensuring alignment

** Members should come prepared to talk about what they are seeing/how they are approaching brand partnerships as part of their customer loyalty efforts.

If there are additional topics you would like us to consider for subsequent meetings on brand partnerships, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Weigel’s, an East Tennessee convenience store brand, has developed an innovative approach to customer loyalty through partnerships, engagement, and shared experiences. In this Lunch & Learn session, the brand will discuss how it has leveraged the growing world of Name, Image, and Likeness (NIL) opportunities to authentically connect with customers, strengthen community ties, and bring new energy to its loyalty program.

Recognizing the power of college sports in its region, Weigel’s developed innovative partnerships with local college athletes to create shared moments of excitement and engagement. These collaborations connected real-time game-day achievements to meaningful rewards and exclusive offers, transforming fan enthusiasm into customer participation.

By aligning its NIL partnerships with mobile and digital engagement strategies, Weigel’s successfully grew its loyalty member base, drove new app downloads, and increased store visits, all while reinforcing its reputation as a community-centered brand.

Key Discussion Topics:

• How strategic partnerships can authentically strengthen brand affinity and customer engagement

• Aligning loyalty strategies with real-time events and experiences to deepen emotional connections

• Measuring the impact of experiential and partnership-driven initiatives on program growth and customer loyalty

Join this Loyalty360 Lunch & Learn for an inside look at how ExxonMobil is redefining customer loyalty in the fuel and convenience sector through its award-winning, insights-led Exxon Mobil Rewards+ program. 

Karim Nour, Egypt Loyalty Head at ExxonMobil, will share how the brand is transforming fuel and convenience retail in Egypt through its lifestyle-driven ExxonMobil Rewards+ program. Learn how the company is pioneering digital engagement among traditionally underserved segments, introducing a tiered trader segmentation model, and embedding financial and healthcare benefits to deepen emotional loyalty. 

The session will explore how ExxonMobil is turning trust into a competitive advantage and creating meaningful customer value amid economic headwinds. 

Discussion topics will include: 

• Tiered loyalty segmentation and program innovation 
• Engaging digitally underserved customer groups 
• Personalization and fintech integration 
• Creating emotional connections through lifestyle and heritage 
• Simplifying loyalty to deliver clear, everyday value amid economic pressures  
• Using rewards to offset real-life expenses like fuel, coffee, and healthcare 
• Integrating fintech solutions to support affordability and smarter spending  

Join us for a Loyalty360 Lunch & Learn session featuring Barbara Hagen, Vice President of Sales and Marketing at ThriftBooks, as she shares how the brand’s award-winning combination of technology innovation and creative campaign strategy is fueling customer engagement, sustainability, and long-term loyalty.

Recognized with Gold in the Creative Campaign and Communications category and Silver in Technology and Trends at the 2025 Loyalty360 Awards, ThriftBooks is redefining what loyalty looks like in the used book industry by delivering a seamless digital experience that blends value, purpose, and personalization.

In this session, Barbara will explore how ThriftBooks:

• Uses integrated eCommerce and app-based tools to make it easy for members to sell back used books, choose preferred compensation, and stay engaged with the brand
• Leverages customer insights and user feedback to drive enhancements to the loyalty program, including user experience, tiers, and reward mechanics
• Balances innovative digital features with emotional loyalty, giving customers meaningful rewards like free books and memorable communications that make them feel seen and appreciated
• Uses creative campaigns and partnerships to grow membership, drive engagement, and build long-term affinity through storytelling and personalized experiences

This 30-minute session will include:

• A 15-minute presentation showcasing ThriftBooks’ loyalty-driven innovations and results
• A 15-minute live Q&A for Loyalty360 Brand Members to ask questions, share feedback, and explore how technology and creativity can fuel loyalty success

Speaker: Barbara Hagen, VP of Sales and Marketing, ThriftBooks

Barbara Hagen is the Vice President of Sales and Marketing of ThriftBooks, the world’s largest online independent seller of used and new books. Hagen has more than 20 years of experience as a senior marketing executive with an exceptional track record of success at Fortune 100 companies spanning Retail, CPG, and Tech and proven expertise in many areas including global strategy; loyalty and retention; eCommerce, inclusive of digital and performance marketing; omnichannel marketing; media, social, and multi-channel communications. Her previous roles include executive marketing leadership positions at Target, Microsoft, Best Buy and Johnson & Johnson.

As a data-driven marketer she leverages her experience to drive profitable sales growth, establish deep customer loyalty, and bring to market innovative strategies for ThriftBooks. Her extensive background has enabled her to successfully deliver continued top-line and bottom-line growth for ThriftBooks while strengthening the brand’s overall market position within the industry.

Loyalty360 Lunch & Learn: Redefining Value – Customer Loyalty Strategies in a Price-Sensitive Market

As economic pressures reshape consumer behavior, brands are being challenged to deliver value beyond traditional discounting. In this Lunch & Learn, Ryan Draude, Head of Loyalty at Giant Food, and Aly Blawat, Senior Director of Customer Strategy at Blain's Farm & Fleet, will share how their organizations are evolving their customer loyalty strategies to meet rising price sensitivity while still driving engagement and growth.

The session will explore how brands can leverage their customer loyalty programs as a true competitive advantage, personalize experiences beyond blanket discounts, and create meaningful value through targeted offers and tailored engagement. During this session, we'll also discuss balancing customer expectations with business goals in an increasingly cost-conscious environment.

Discussion Topics Include: 

• How consumer perceptions of value are evolving
• Ways to differentiate loyalty programs beyond price
• Personalization techniques to deepen engagement
• Strategic approaches to loyalty in a cost-conscious environment

Loyalty Without Fear: Protecting Rewards, Customers, and Growth, presented by Forter

Loyalty programs fuel retention, brand affinity, and CLTV — but they’ve also become one of fraudsters’ favorite targets. Today, loyalty fraud accounts for nearly 1 in 3 online merchant fraud incidents, costing brands billions in lost rewards, disputes, and broken trust.

In this session, we’ll unpack:

• The true cost of loyalty fraud — from fake accounts and promo abuse to account takeovers and AI-driven attacks.

• Proven strategies to stop fraud without adding friction, so rewards go only to real customers.

• How to secure loyalty at scale with best practices for protecting program integrity while delivering a seamless, trusted experience.

Join Loyalty360 and Forter to learn how to safeguard loyalty from fraud and abuse — so you can focus on growing customer love, not fighting fraudsters.

Loyalty360 Lunch & Learn Preview: Driving Loyalty-Led Transformation at TELUS
 
Join this Loyalty360 Lunch & Learn for a deep dive into how TELUS, Canada’s fastest-growing national telecom provider, is redefining loyalty in the telecommunications industry through its new TELUS Rewards program.
 
Jacob Pullia, Director of Content, Strategy & Business Development at TELUS, will share how the brand has unified its national program, introduced an innovative tiered benefits structure, and fostered strategic partnerships to drive customer engagement. The session will also explore how TELUS is starting to incorporate personalization to enhance customer experiences and deliver lasting value in a highly competitive market.
 
Discussion topics will include:

• Customer loyalty program redesign and expansion
• Partnership development and management
• Navigating macroeconomic challenges
• Delivering tangible customer value
• Defining the path to personalization

Loyalty360 Lunch & Learn: A Data-Informed Approach to Customer Loyalty Success
 
Join Amanda Mitchell, Head of Loyalty at Petro-Canada, for an engaging and interactive session exploring how to build and optimize a customer loyalty strategy rooted in data and strategic insights. Amanda will share how to elevate loyalty from a perceived cost center to a powerful business driver by using data to inform decision-making, align internal stakeholders, and demonstrate tangible results. Whether you're launching a new program or refining an existing one, this session offers actionable insights for loyalty professionals across all industries.
 
Key topics will include:

• Securing executive buy-in for customer loyalty investments
• Leveraging competitive intelligence and market data to guide strategy
• Defining KPIs that demonstrate program performance and ROI
• Aligning cross-functional teams around loyalty goals
• Applying practical frameworks to evaluate and improve your program

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.
 
Title: Loyalty360 Loyalty University Session - Unlocking Emotional Loyalty to Drive LifeTime Value
 
This Loyalty University session explores how leading brands are going beyond transactional tactics to build deep emotional connections with customers. You’ll learn how to tap into shared values, emotional triggers, and behavioral cues to foster true loyalty. More importantly, we’ll discuss how to translate those connections into measurable business impact through increased LifeTime Value, stronger retention, and higher advocacy.
 
Walk away with practical frameworks and real-world examples to turn emotional loyalty into lasting growth.
 
Key discussion topics include: 
 
1. The psychology behind emotional loyalty and why transactional perks aren’t enough
2. How personalized video content activates emotional triggers at scale
3. Turning emotional engagement into measurable KPIs like retention and LTV
4. Real-world loyalty campaigns that moved the needle and what made them work
 
Speaker: Yosef Peterseil, COO & Co-Founder, Blings
 
About Blings: Blings is revolutionizing customer engagement with its patented MP5 technology, delivering hyper-personalized, interactive videos that adapt in real-time to individual user data. By integrating seamlessly with CRM systems, Blings enables brands to create dynamic video content that enhances every stage of the customer lifecycle—from onboarding and retention to upselling and loyalty programs. Trusted by global leaders like McDonald’s, Meta, Live Nation and Mercedes-Benz, Blings empowers marketers to foster deeper connections, boost engagement, and drive measurable results through scalable, personalized video experiences.
 

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.

Session Title: People are Busy - How Instant Win Games and Strategic Incentives Capture Attention
In an increasingly competitive landscape, traditional loyalty programs are struggling to get consumers’ attention and keep them engaged. This session will reveal how leading brands are leveraging instant win games and very strategic prizing and incentives as part of their loyalty strategies to drive intended behaviors.
We'll dive into the powerful data behind prizing and gamification, demonstrating how it can dramatically increase customer engagement, drive repeat visits, and break through the noise. Learn how to strategically curate prizes and configure them to maximize CTA messaging. This maximizes the "perceived likelihood of winning" and builds programs that feel less like a chore and more like entertainment - something FUN that consumers genuinely want to come back to.

Key Takeaways:

• The Power of Play: Understand how games with instant win can drive 3x the response rate vs standard sweepstakes.
• Data-Backed Engagement: Discover how gamification can lead to 3-5-7.5 minutes of active engagement per user in a campaign and improve CTA click-through rates by up to 25%.
• Strategic Prizing: Learn the "Higher Quantity, Lower Value" approach to maximize winner talk value and the "One-Two Combo" strategy of pairing aspirational sweepstakes prizes with rational instant win prizes.
• Best Practices for UX: Find out how to simplify the user experience, reduce registration abandonment, and turn "non-win" scenarios into valuable engagement opportunities.

Join us for a Loyalty360 Lunch & Learn session featuring Nicole Hulstein, Loyalty Marketing Manager at Food Lion, as she shares how the grocery retailer is leveraging advanced analytics and personalization strategies to re-engage shoppers, build stronger loyalty, and drive lasting business results.

Food Lion was recognized with Platinum honors in the 2025 Loyalty360 Awards for Personalization Strategy and Innovation, and Silver in Customer Analytics, Insights, and Metrics, showcasing a forward-thinking approach that uses data to solve real business challenges and deliver measurable impact.
In this session, Nicole will discuss how Food Lion:

• Used audience segmentation to identify and target shoppers showing signs of decreased engagement

• Delivered highly personalized offers based on shoppers' spend behavior, preferred channel(s), and communication preferences

• Measured success across key metrics, including sales, trips, and ROI

• Collected and leveraged customer feedback through surveys and sentiment analysis to validate campaign effectiveness and guide future strategy

This 30-minute session will include:

• A 15-minute presentation exploring Food Lion’s campaign strategy, results, and key learnings

• A 15-minute live Q&A for Loyalty360 Brand Members to ask questions, share insights, and discuss personalization best practices

Join us for a Loyalty360 Lunch & Learn session featuring Megan Spaid of Certified Angus Beef, as she shares the strategy and creativity behind the brand’s Ultimate Fan Experience Sweepstakes - an initiative that helped drive significant loyalty program growth and engagement through a unique campaign partnership with the Pro Football Hall of Fame Enshrinement Festival.

As part of the brand’s Steakholder Rewards loyalty program, Certified Angus Beef created a standout promotion that blended emotional storytelling, exclusive culinary experiences, and cross-channel engagement to deliver an unforgettable sweepstakes for fans. The campaign helped increase program visibility, grow membership, and reinforce brand loyalty through tailored content, ongoing interaction, and smart follow-up activation.

In this session, Megan will discuss how Certified Angus Beef:

• Designed a multi-phase sweepstakes and content experience that extended well beyond the event itself

• Leveraged the campaign to significantly boost membership and engagement across multiple promotional periods, generating strong momentum and interest in the loyalty program

• Used earned media, social sharing, and user testimonials to deepen emotional engagement and brand trust

This 30-minute session will include:

• A 15-minute presentation outlining the goals, execution, and results of Certified Angus Beef’s creative campaign

• A 15-minute live Q&A for Loyalty360 Brand Members to ask questions, share feedback, and explore campaign ideas for their own loyalty efforts

 
Speaker: Megan Spaid, Manager of Consumer Loyalty and Advertising
 
As the manager of consumer loyalty and advertising for Certified Angus Beef, Megan Spaid works to develop key resources and drive initiatives that engage consumers with the brand. One of her biggest projects includes Steakholder Rewards™, a consumer-focused loyalty program that rewards members for seeking out the brand at retail.

Loyalty360 will present key findings from our 2025 State of Customer Loyalty Report during this exclusive Digital Roundtable. The session will explore current trends, strategic priorities, and challenges that brand marketers are navigating in today’s loyalty landscape.

Based on comprehensive research and brand-side survey responses, the roundtable will highlight:

• The top loyalty program enhancements for 2025
• Shifts in reward preferences and engagement strategies
• How brands are leveraging (or cautiously approaching) AI and customer data
• Investment trends, internal support levels, and team structures
• Persistent challenges with technology, integrations, and measurement

This session will provide brand marketers with a comprehensive overview of where the market stands and where it's headed. Attendees will gain valuable insight to benchmark their strategies and better understand how peers are approaching customer loyalty in 2025 and beyond.
 

Join us for a Loyalty360 Lunch & Learn session featuring Amber Gadsby, Senior Director of Digital Marketing at QDOBA, as she shares how QDOBA is leveraging customer analytics and insights to refine its loyalty strategy and drive long-term guest engagement. QDOBA’s innovative and insight-driven approach earned Platinum recognition in the 2025 Loyalty360 Awards in both the Customer Analytics, Insights, and Metrics and Offer, Incentive, and Reward Design categories.

QDOBA blends quantitative analytics with qualitative guest feedback to continuously optimize its promotions, campaign strategy, and broader loyalty program. From performance tracking and AI-driven segmentation to guest sentiment gathered through surveys, social media, and in-restaurant interactions, QDOBA ensures that both offers and program design reflect what customers find most valuable. This constant feedback loop informs not only short-term promotional decisions, but also long-term strategy, including benefit design, naming conventions, and tiering structure.

In this session, Amber will share how QDOBA:

• Conducts ongoing testing and performance analysis to fine-tune offers based on guest behavior and preferences
• Gathers and integrates guest feedback from multiple sources to identify key drivers of satisfaction and retention
• Balances data insights with real-world interactions to keep promotions engaging, relevant, and responsive
• Uses insights to influence the overall loyalty program direction, ensuring it evolves alongside customer expectations

This 30-minute session will include:

• A 15-minute presentation exploring QDOBA’s award-winning, insights-led loyalty strategy
• A 15-minute live Q&A for Loyalty360 Brand Members to ask questions, share feedback, and explore key takeaways

Speaker: Amber Gadsby, Sr. Director of Digital Marketing, QDOBA
Amber Gadsby is a dynamic digital marketing and innovation leader with a passion for transforming customer experiences and fueling business growth through bold, data-driven strategies. With deep expertise spanning CRM, loyalty, marketing automation, media, social, AI integration, and omni-channel product innovation, she has led groundbreaking digital initiatives for iconic brands including Domino’s, Popeyes Louisiana Kitchen, and now as Sr. Director of Digital Marketing & Ecommerce at QDOBA. Amber is known for her ability to connect technology with storytelling—creating seamless, high-impact experiences that deliver measurable results.

An award-winning marketer featured in Adweek and Advertising Age, Amber is equally passionate about building high-performing teams as she is about delivering innovative solutions. From scaling a start-up business at Domino’s from just 3 to over 100, to leading digital transformation in large-scale environments, she brings a "scrappy innovator" mindset and an unwavering commitment to continuous improvement. Amber thrives at the intersection of creativity, technology, and leadership—driving not just marketing performance, but empowering others to grow and lead with purpose.
 

Join us for a Loyalty360 Lunch & Learn session featuring Prudence Milligan, Senior Customer Strategy Manager at the Virginia Lottery, as she shares the strategic thinking and innovation behind the launch of Virginia Lottery Rewards—recognized as a finalist in the 2025 Loyalty360 Awards for Customer Loyalty Strategy.

While the lottery industry is often constrained by complex regulations and indirect customer relationships, the Virginia Lottery has redefined what loyalty can look like in this space with the launch of its points-based program in mid-2024. Through a multi-phased strategy, a sharp focus on data and customer identification, and a commitment to future-proofing its approach, the Virginia Lottery has developed its loyalty program centered on customer experience, gamification, and long-term engagement and retention.
This 30-minute session will include:

• A 15-minute presentation outlining the program’s development, key lessons learned, and future opportunities for the brand’s loyalty strategy

• A 15-minute live Q&A for Loyalty360 Brand Members to exchange ideas, provide feedback, and ask questions directly

Speaker: Prudence Milligan, Sr. Customer Strategy Manager, Virginia Lottery
Prudence has over 25 years’ experience in marketing strategy that spans advertising, CRM and loyalty program development and customer experience in the digital space. Data-driven insights has always been at the forefront of each program she has created. She has worked with clients such as: APAC McDonald’s – Hong Kong, Singapore, and Australia to develop a robust CRM program for each country’s McDelivery service. Additionally, she worked with America’s Test Kitchen, Biogen Idec, and others to establish data-driven CRM program frameworks. Most recently, Prudence led the strategy development for the Virginia Lottery’s new loyalty program and in her spare time, she just launched an entertainment app, called Shoes & Booze.
 

Join us for an engaging Loyalty360 Lunch & Learn session as Keith McLellan, Group Director of Digital Customer Experience at Whataburger, shares the brand’s award-recognized approach to customer loyalty—earning Gold at the 2025 Loyalty360 Awards for Customer Loyalty Strategy.

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With a deep commitment to delivering craveable food, exceptional service, and 24/7 goodness, Whataburger has built a loyalty strategy that goes far beyond transactions. In this session, Keith will explore how the brand is strengthening customer relationships and driving digital growth through personalized rewards, emotional engagement, partnerships, and gamification. 

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This 30-minute session will include:

• A 15-minute presentation on Whataburger’s loyalty vision, digital expansion, and creative campaign successes
• A 15-minute interactive Q&A where Loyalty360 Brand Members can ask questions, share perspectives, and exchange feedback.

 

Speaker: Keith McLellan, Group Director of Digital Customer Experience, Whataburger

Keith McLellan is Group Director of Digital Customer Experience at Whataburger, where he leads digital sales growth, innovation, and loyalty-driving marketing campaigns. With over 20 years in the restaurant and hospitality industry, he’s passionate about turning complex challenges into simple, scalable solutions. Keith is a recognized team builder and mentor, and outside of work, he enjoys fishing, reading, and spending time with his wife Elizabeth and their three kids.

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.

Session Title: Strategies to Use First-Party Data, Tech, and AI Agents to Supercharge Loyalty Programs 
Are you ready to use AI agents to run your loyalty program?

Rhetorical question: We know this is still a dream for most companies. But that future is coming sooner than you think—and if you’re not prepared for it, you risk losing customers to your competitors. A 360-degree view of customers for loyalty may have been a dream since the 1950s– but it’s finally achievable now.

In this Loyalty University session, Loyalty360 Brand Members will hear from Hightouch’s Adam Greco and Nate Wardwell to learn the fundamentals of personalizing your loyalty program using first-party data, how to choose modern technologies, and—yes—even how to get started with AI Agents.
Key Takeaways: 

• The critical importance of a first-party data foundation for loyalty
• Tech strategies that center your loyalty program on your data
• How to prepare for the future, where AI Agents will hyper-personalize loyalty programs

[Loyalty University Video Preview] Curious how first-party data, modern technology, and AI agents are shaping the future of customer loyalty? Watch this quick preview interview with the Hightouch team to explore the key strategies and trends we'll cover in the session.
 

Overview: There is a growing interest in brand-to-brand partnerships as a valuable resource for customer loyalty programs, especially as brands look to differentiate themselves and bring additional value to their members in unique ways. During this meeting, we will discuss the opportunity for brand partnerships, best practices, challenges, and ways to market these relationships.  
 
Key Discussion Topics: 

• Do brand partnerships have an increased focus within your program?
• Success stories/advice for other brands?
• Managing partnerships and loyalty programs/customer experience
• Promoting and marketing partnerships
• Partnership challenges and opportunities
• Setting up new partnerships/partnership network
• Managing expectations and alignment

 
If there are additional topics you would like us to consider for subsequent meetings on brand partnerships, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching brand partnerships as part of their customer loyalty efforts.

Overview: There is a growing interest in emotional loyalty and how brands can design successful customer loyalty/engagement efforts to build emotional connections with members. This meeting will serve as a forum for Loyalty360 members to discuss challenges and opportunities pertaining to emotional loyalty, understand how others define emotional loyalty, and approaches to creating and sustaining emotional connections with customers. 
 
** Members should come prepared to talk about what they are seeing/how they are approaching emotional loyalty within their organizations
 
 
Key Discussion Topics: 

• Challenges of emotional loyalty
• Defining emotional loyalty
• Measurement and data points
• Defined or understood stages of emotional loyalty
• Traits of brands w/ large amounts of emotional loyalists
• Driving emotional loyalty in an era of increased privacy and customer expectations

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 

Overview: As we move through 2025, the economy continues to shape customer expectations and brand strategies, particularly around perceived and delivered value. With shifting customer behaviors, evolving financial priorities, and ongoing macroeconomic uncertainty, Loyalty360 Brand Members are increasingly focused on how these factors influence their customer loyalty efforts.
This meeting will provide an opportunity for brands to discuss what they’re seeing within their organizations and industries, and explore how their customer loyalty programs are being adapted in response.
Key Discussion Topics: 

• Trends/challenges brands seeing due to economic uncertainty
  • How are these factors impacting brands’ loyalty strategies?
• Changes consumer behavior:
  • Shifts in purchase frequency, product categories, or channels?
  • Sensitivity to price, value, and incentives?
• Adjusting loyalty programs to influence or respond to consumer behaviors
  • Adjustments to currency, reward structure, or content
  • Promotions/introduction of personalized rewards or experiences
• Impacts of the current environment on brands’ internal teams
• Shifts in how organizations measure loyalty program performance

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Overview: This Loyalty360 Brand Member Roundtable will focus on how brands are planning for and navigating "next generation" customer engagement strategies. As customer expectations and preferences continue to evolve, brands must adapt their loyalty strategies accordingly. The discussion will revolve around identifying the next "big thing" that brands are prioritizing to keep their members engaged.

** Members should come prepared to discuss how they are approaching next generation customer engagement and innovations within their organizations**
 
Key Discussion Topics:

• Managing changing customer preferences and expectations
• Gathering customer feedback and conducting customer research to understand what loyalty members are asking for
• How are brands navigating digital transformations and what strategies are proving successful?
• Exploring the "wish list" and roadmap for customer engagement tools and capabilities
• Identifying new technologies and platform changes that interest brands in enhancing customer engagement

 
**If there are additional topics or questions you would like us to consider for this or subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Overview: Brand health focuses on the measurement of how well a company delivers on its “brand promise”, inclusive of the product/service it offers and the perceived value and quality to customers. A healthy brand will deliver memorable, consistent, and differentiated customer experiences. During this Digital Roundtable session, we’ll discuss members’ interest in or experience with brand/loyalty program health measurement, tracking, and best practices. 
 
** Members should come prepared to discuss best practices, approaches, and opportunities related to brand/customer loyalty program health, along with the discussion topics below **
 
Key Discussion Topics:

• Importance of measuring brand/loyalty program health
• Gathering customer feedback and insights on overall brand and loyalty efforts
  • Survey techniques, tools, and questions asked
• Brand/loyalty health tracking tools and monitoring
  • Brand/loyalty health KPIs and metrics
• Loyalty versus convenience – are customers truly loyal to your brand?

 
**If there are additional topics or questions you would like us to consider for this or subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 

Overview: This meeting will focus on members’ experiences, concerns, and impacts of fraud within customer loyalty programs. Individuals who are running customer loyalty programs see increased manners and frequency of loyalty program fraud and internal/external gaming. During this meeting, members can share their insights, challenges, and opportunities for standard operating procedures, internal and external training, manners by which to limit impacts of fraud, and current or potential fraud prevention technology partners.
** Members should come prepared to discuss their opportunities and challenges regarding customer loyalty fraud.
 
Key Discussion Topics: 

• What types of fraud (targeted attacks, fraudulent receipt uploads, etc.) are you seeing?
• Instances of fraud/program gaming associated within your program?
• How are brands preventing or monitoring certain types of fraud (Order returns (earn/burn/return), account takeovers, etc.)?
• Employee Fraud – what are brands seeing? Are there new efforts to address employee fraud/gaming?
• How should we as an industry be discussing fraud/gaming (payment/transaction fraud, other areas of concern)?

 
If there are additional topics you would like us to consider for subsequent meetings on Customer Loyalty Fraud/Gaming, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 

Overview: Personalization, segmentation, and cadence management play a crucial role in customer loyalty programs. As one-to-one relationships become increasingly vital for loyalty success, understanding the technologies, processes, and best practices related to personalization is paramount. In this Roundtable discussion, Loyalty360 Brand Members are invited to share their experiences of incorporating personalized experiences, communications, rewards, and more into their loyalty strategies. Additionally, the meeting will focus on best practices and insights regarding the launch and enhancement of brand-level or loyalty-specific preference centers.
 
** Members should come prepared to talk about what they are seeing/how they are approaching personalization within their organizations, including the discussion topics below:
Key Discussion Topics:

• Personalization Technologies: Members' usage and considerations of platforms related to personalization, including AI/Machine Learning, personalized video, personalized rewards, experiences, offer management, and personalized content/communication.
• Preference Center Management: Brands that have implemented preference centers will discuss what's working well, areas for improvement, and desired changes.
• Integration Challenges and Opportunities: Exploration of internal or external IT constraints that impact the integration of personalization technologies and strategies.
• Measurement: Evaluation of the cost, profitability, and return on investment (ROI).

If there are additional topics you would like us to consider for subsequent meetings on personalization and preference centers, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

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.

 

Session Title: Decoding AI: How Does AI Actually Work? A Behind-the-Scenes Guide Beyond the Jargon   

 

Description: Join us in this Loyalty University session where Capillary’s Rohan Mahadar and Kunwar Keshav dive into how AI technologies—Machine Learning (ML), Generative AI, LLM and Predictive Analytics—actually function beyond the buzzwords. Gain a clear understanding of the building blocks that make these technologies work, including data processing, model training, and the unique algorithms that are reshaping the loyalty industry and driving innovative solutions.

 

Learn what’s possible (and what isn’t) with AI in loyalty, and explore how generative AI and predictive analytics can enhance customer experiences, optimize loyalty programs, and deepen brand connections. We’ll also cover Large Language Models (LLMs), explaining how they drive personalized, conversational interactions and create new opportunities for engagement within loyalty ecosystems.

 

[Loyalty University Video Preview] Get a sneak peek into Capillary's insights on the power of AI and a preview what we'll cover during the session here!

Using the recent launch of Marcus Movie Club as the case study, Erik Kapila, Loyalty Program Director at Marcus Theatres, will walk through the launch phases highlighting the most critical areas for loyalty program leaders to focus on to build a compelling customer proposition and to deliver results. The learning can be applied to new product launches, technology changes, and program revamps.
 
Key Takeaways include:
 

• Over-commit to pre-launch cross-functional ideation and planning.
• Align with key stakeholders on timelines that build in time for unexpected challenges and to set post-launch expectations.
• Embrace member research as the basis for key decisions and changes.
• Build community ingrained in the program value and benefits so they are confident when promoting it with customers.
• Adapt quickly to member feedback to continuously upgrade their experience and to drive retention.

 
[Loyalty360 Lunch & Learn Preview] Using the Marcus Movie Club as a case study, Erik will break down the key phases of launch and the critical areas loyalty leaders should prioritize to create a compelling customer loyalty strategy that drives results. Get a sneak peek into the upcoming Lunch & Learn session here!

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.
Session Title: Loyalty360 Loyalty University Session - From Anonymous to Engaged: Using Identity to Drive Customer Loyalty & Revenue
 
In today’s digital landscape, many marketers struggle to connect online engagement with their loyalty program members—or to identify current and new high-value customers. During this Loyalty360 Loyalty University session with Wunderkind, we’ll explore how identity resolution can unlock anonymous web traffic to recognize your most loyal members and convert net new contacts to opted in customers. Learn how unlocking these insights can supercharge your marketing efforts, enhance personalization, and drive measurable revenue impact.
The Wunderkind Team will also dive into real-world case studies from Kurt Geiger, True Botanicals, and Wolverine Worldwide, etc. showcasing how leveraging identity has led to revenue lifts of up to 10x. 
Discover actionable strategies to apply identity resolution to your digital properties and maximize customer engagement. Don’t miss this opportunity to learn how identity-driven marketing can transform your brand's customer loyalty efforts!
Key Takeaways for Loyalty360 Brand Members: 

• Unlock Anonymous Web Traffic to Identify Loyal Customers: Learn how identity resolution helps recognize and engage anonymous visitors, connecting them to data your brand may already own on your loyal customers and program members. 

 

• Actionable Strategies for Implementing Identity Resolution: We'll share clear, practical steps to apply identity resolution to your brand's digital properties and marketing initiatives for measurable impact. 

 

• Enhancing Personalization & Customer Engagement: Understand how recognizing customers across digital channels enables more relevant rewards, offers, and communications that boost loyalty and retention. 

 

• Coverting New Customers into Opted-In Contacts: Discover strategies to grow and enhance your brand's data set, increase customer opt-ins, and maximize loyalty program participation. 

 
[Loyalty University Video Preview] Discover how unlocking identity can supercharge your loyalty strategy and drive measurable revenue impact. Get a sneak peek into Wunderkind’s expert insights and see what we’ll cover during the session here!

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.
Session Title: Level Up Your Data: Leveraging Gamification for Customer Data Collection 
 
Brands recognize the value of rich customer data in personalizing experiences and driving loyalty. However, traditional collection methods can be perceived as intrusive. Gamification overcomes this by engaging customers in fun ways while simultaneously gathering valuable insights.
 
During this Loyalty360 University session, join Aaron Lobliner, Chief Client FUN Officer with CataBoom, as he shares insights, data, and real examples of how to effectively implement gamification to enhance both the customer experience and a brand's understanding of its audience. 
 
Key Takeaways: 

• Understanding the connection between gamification and zero-party and first-party data. 
• Strategies for designing engaging gamified experiences that incentivize data sharing. 
• Best practices for utilizing collected data to personalize customer interactions and drive loyalty. 
• Ethical considerations and best practices for data privacy in gamified programs. 

[Loyalty University Video Preview] Get a sneak peek into CataBoom's insights on the power of gamification and a preview what we'll cover during the session here!

As customer behaviors and preferences continue to shift, particularly among younger generations, brands face the ongoing challenge of adapting their engagement strategies to stay relevant. In this Loyalty360 Lunch & Learn session, the Market 32 and Price Chopper team will share insights from their research and experiences on how their customer base has evolved over the past five years, as well as opportunities for future engagement.
 
Loyalty360 Brand Members are encouraged to share their perspectives on the evolving consumer landscape and ideas for engaging younger customers while adapting to changing preferences.
 
Discussion topics will include:

• Changing customer behaviors and perceptions including differing expectations for customer service across age groups
• Simplifying the shopping experience while addressing the complexity of promotional offers and loyalty programs
• Delivering value tailored to each segment of your customer base
• Strategies for acquiring younger customers and integrating them into the loyalty ecosystem
• Building emotional connections and brand affinity that go beyond price and convenience

With U.S. consumers juggling 14-18 loyalty programs, standing out has never been more difficult. To thrive in today’s competitive landscape, brands must evolve alongside their customers’ growing and changing expectations. But when is the right time to shake things up, and how can you ensure your program delivers next-level value?
 
In this interactive session, Cassie Preston, Director of Client Services at Baesman Group, will share proven strategies to help you assess your program’s performance and identify where evolution is essential. From refining your program’s value proposition to crafting personalized benefits and nailing your communication strategy, you’ll walk away with the insights to start evaluating your loyalty program to ensure it grabs attention and drives results for your brand.
 
This isn’t just about small tweaks—it’s about rethinking loyalty to stay relevant, deliver what your customers want, and ensure your program remains a standout. You’ll also learn best practices to implement these changes smoothly, avoiding hiccups while strengthening your brand’s connection with its most loyal members.
 
Key Takeaways:

• Pinpoint the key data and metrics that signal it’s time for a refresh.
• Discover where your program is winning—and where it’s falling short.
• Design loyalty solutions that resonate with evolving customer needs.
• Build a communication plan that excites and engages your members.
• Create a compelling business case that secures buy-in from stakeholders.
• Seamlessly implement your updates with confidence and ease.
• Identify metrics to keep a close eye on to inform your ever-evolving strategy.

 
Change doesn’t have to be daunting—it’s your opportunity to lead. Join us for this must-attend webinar and leave with a roadmap to loyalty success that keeps your brand top of mind and ahead of the curve!

[Loyalty University Video Preview] Get a sneak peek into Baesman's insights on loyalty program redesigns and what we'll cover during the session here!

Join us for an interactive Lunch & Learn session that delves into effective strategies for retaining and engaging your best customers, transforming them into passionate brand advocates. Led by Karen Szarvas, Sr. Director of CRM and Loyalty at The Vitamin Shoppe, this session will spotlight engagement opportunities for top-tier loyalty members, focusing on the development of impactful VIP campaigns and exclusive rewards.
Additionally, we will also discuss how to incorporate brand advocates into your broader loyalty and marketing efforts—through brand communities, in-person events, social channels, and content—fostering stronger emotional connections and deeper loyalty.

• How to retain and engage your best customers, turning them into brand advocates
• VIP campaigns and exclusive offers tailored for your highest-value loyalty members
• Segmenting members within your top tier – targeting the “best of the best” within your loyalty program
• Strategies for incorporating brand advocates into social media, brand communities, and event

 
[Lunch & Learn Video Preview] Get a sneak peek into The Vitamin Shoppe's insights on creating engagement opportunities and driving customer loyalty with your brand's best customers. Watch the session preview here!
 

In this Loyalty360 Lunch & Learn presentation, Neil Norman, Head of Customer Loyalty & CPG Marketing Partnerships for Food Lion, will share his approach to measuring and increasing customer lifetime value through a targeted marketing campaign focused on cultivating loyalty with tertiary customers. By developing a strategy to engage less loyal customers using test and control groups, personalized messaging, and data analysis, Food Lion achieved highly positive short- and long-term results.
 
Neil will provide insights into Food Lion's data-driven approach to improving customer loyalty and lifetime value, with key discussion points focusing on:

• Leveraging various data sources to better understand customer behaviors and lifestyles
• Creating more relevant communications, campaigns, and offers to capture consumers' attention
• Utilizing personalization, insights, and analytics to drive short-term results and long-term customer loyalty

Session Overview: 
 
As part of this Loyalty360 Lunch & Learn, Cinemark's Andrew Sonnichsen, VP of Loyalty, Gift Card, and Customer Insight, will share insights and best practices for brands considering or currently operating a subscription-based loyalty program. Drawing from his own experience with Cinemark's Movie Club program, the discussion will cover the key benefits and risks associated with implementing a paid loyalty program, as well as strategies for establishing and maintaining a successful program. 
 
Discussion topics will include: 

• Evaluating if a paid subscription program is a good fit for your organization
• Best practices for designing and launching a paid subscription program
• How to continue to drive success as the program matures

Overview: During this Digital Roundtable session, we will explore the opportunities brand members are concentrating on to enhance customer loyalty in 2025. Participants will discuss emerging trends, innovative strategies, and practical solutions that marketers plan to prioritize in the coming year.
 
Members are encouraged to come prepared to share insights, experiences, and plans around customer loyalty, engagement, and experience opportunities for 2025, with discussions focused on the following topics:
 
Key Discussion Topics:

• Year in Review: Reflecting on 2024, what were the major accomplishments and learnings for your team or program? What are the key goals and priorities for 2025 to ensure continued growth and innovation in customer loyalty?
• Loyalty Program Innovation: What new features or strategies are brands introducing to their loyalty programs? Topics could include gamification elements, AI and machine learning integration, non-transactional rewards, strategic partnerships, or personalization enhancements.
• Technology: How are emerging technologies transforming customer loyalty? What tools or platforms are brands leveraging to improve member experiences and deepen engagement?
• Emotional Loyalty: Is emotional loyalty a focus for brands entering 2025? What approaches prove effective in establishing stronger connections with members?
• Engaging New Audiences: How are brands evolving their marketing strategies and loyalty programs to connect with and engage diverse generational segments?
• Overcoming Challenges: What hurdles do brands anticipate facing in the upcoming year, such as budget constraints, tech integrations, or shifting customer expectations? How can these challenges be addressed proactively?

**If there are additional topics or questions you would like us to consider for this or subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 

Loyalty360 Lunch & Learn: Considerations for Loyalty Program Redesigns (Kickoff presented by Bank of America)
In this Lunch & Learn session, John Sellers, Head of Rewards at Bank of America, and Mark Johnson, Loyalty360 will lead a discussion on the strategic steps involved in redesigning customer loyalty programs. John will walk through the initial stages of Bank of America’s approach to simplify its loyalty strategy and stand out in a competitive marketplace— all while balancing the need to preserve core elements of the program valued by the brand’s most loyal clients.
Loyalty360 Brand Members are encouraged to participate and share their thoughts as we explore the following discussion points:

• Leveraging market research and Voice of the Customer (VoC) feedback throughout the program redesign process
  • Understanding competitive and "best in class" loyalty program structures and incorporating these elements into your own loyalty strategy
• Implementing program updates while ensuring changes don’t disrupt the benefits most valued by your top customers
• Best practices for testing and training during program transitions
• Managing internal and external communications effectively around program updates
• Strategies for aligning program branding and marketing with the new structure (e.g., tier names, program name, etc.)

Loyalty360 Lunch & Learn: Launching a Service-Based B2B Customer Loyalty Program (Co-Hosted by Caterpillar)
Join Corinne McKeag, Head of Global Integrated Customer Experience at Caterpillar, as she discusses the launch of the Cat Vantage Rewards program, the brand’s B2B loyalty initiative. During this session, we will explore the opportunities and challenges brands face when designing and optimizing loyalty strategies, particularly in industries that require a tailored approach to meet the complex needs of business customers. Corinne will also highlight the importance of socializing new or updated programs internally, effectively communicating program value to customers, and using insights and metrics to demonstrate the program’s value to internal stakeholders.
Loyalty360 Brand Members are invited to discuss the following topics:

• The unique challenges and opportunities in developing loyalty programs for business customers with diverse needs compared to consumers
• Leveraging VoC feedback and tailoring employee (dealer/franchisee) training to address these needs
• How customer insights, behavior analysis, and feedback shape loyalty programs and rewards structures
• Tailoring rewards and benefits to the specific needs of your loyalty members

Overview: There is a growing interest in brand-to-brand partnerships as a valuable resource for customer loyalty programs, especially as brands look to differentiate themselves and bring additional value to their members in unique ways. In this Loyalty360 Roundtable session, members will discuss the opportunity for brand partnerships, best practices, challenges, and ways to market these relationships.  
 
** Members should come prepared to talk about what they are seeing/how they are approaching brand partnerships as part of their customer loyalty efforts.
 
Key Discussion Topics: 
 

• Do brand partnerships have an increased focus within your program?
• Success stories/advice for other brands?
• Managing partnerships and loyalty programs/customer experience
• Promoting and marketing partnerships
• Partnership challenges and opportunities
• Setting up new partnerships/partnership network
• Managing expectations and alignment

 
If there are additional topics you would like us to consider for subsequent meetings on brand partnerships, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Loyalty360 Lunch & Learn: Leveraging Meaningful Snackable Content to Drive Member Engagement – Kickoff Presented by Hilton
Join us for an engaging Loyalty360 Lunch & Learn session led by Sarah Band, Director of Hilton Honors Brand Marketing, and Kelsey Ray, Sr. Manager of Customer Strategy & Engagement Marketing for Hilton, as they explore the opportunities short-form content presents in enhancing loyalty member experiences and engagement. In today’s fast-paced digital landscape, creating meaningful, easily digestible, and educational content—often referred to as "snackable" content—can significantly boost member interaction and retention. Short-form content has gained popularity across platforms like YouTube, Instagram, and TikTok, enabling brands to effectively communicate loyalty program campaigns, benefits, and rewards to members.
During this session, Sarah and Kelsey will share Hilton Honors' approach to snackable content—from ideation to execution—and the benefits of using short-form content to promote the Hilton Honors program.
For this session, we invite Loyalty360 Brand Members to discuss: 
 

• The role of short-form content in today’s marketing and customer loyalty initiatives
• Evolving member preferences and how to meet the changing needs and expectations of loyalty members
• Practical methods for developing and incorporating short-form content into marketing efforts and employee training to maximize impact
• Managing marketing campaigns and messaging for various segments while retaining a consistent brand voice and identity
• Creating content for different tiers of your program (e.g., Loyalty program basics vs. VIP benefits)
• Defining goals for and measuring the success of short-form video content 

In this session, Zim Maizlin, Senior Director, Digital + Loyalty Experience, Tim Hortons will share her experience with developing and implementing strategies for store-level execution of customer loyalty programs. Recognizing that success is often driven by the alignment and commitment of the entire store team, Zim will discuss how fostering a unified approach among the brand’s loyalty team, store managers, employees, and franchise owners can amplify the impact of loyalty initiatives, ensuring they resonate with customers and become a seamless part of the in-store experience.
Loyalty360 Brand Members are encouraged to share their own challenges and learn from the experiences of other brands facing similar hurdles. Meeting discussion topics include:

• Point-of-Sale Execution: Experiences with utilizing in-store signage, displays, and other point-of-purchase materials to increase customer awareness and participation in the loyalty program.

 

• Manager/Owner Buy-In: Strategies for getting store managers and franchise owners invested in the loyalty program. Explore ways to demonstrate the program's value and make it a priority for store leadership.

 

• Employee Engagement: Effective approaches to motivate and train frontline employees to actively socialize the loyalty program. This includes tactics like training contests, employee participation in the loyalty program, and aligning program participation with speed of service metrics.

Overview: This Loyalty360 Brand Member Roundtable will cover commonly used customer loyalty metrics and KPIs by brands, valuable insights on metrics, and challenges in measuring customer loyalty effectively. We will also discuss the Loyalty360 Metric Benchmarking Report, and key metrics defined by the Loyalty360 Advisory Board and Member Committees. Brand members are invited to share experiences, commonly used metrics within their own organizations, and discuss strategies for improving customer loyalty measurement.
** Members should come prepared to discuss their opportunities and challenges regarding customer loyalty metrics and KPIs, including the following discussion topics:
Key Discussion Topics: 

• Examples of commonly used customer loyalty metrics and KPIs by brands
• Insights on metrics brands find valuable
• Specific questions or challenges that brands are facing in measuring customer loyalty effectively
• Metrics or KPIs that could provide deeper insights – what would you like to measure?
• Tracking behavioral and emotional metrics – how are brands defining and measuring emotional loyalty?

If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 

Join us for a Loyalty360 Lunch & Learn session led by Josh Mayo, Senior Corporate Counsel from Cracker Barrel, where we will explore the current landscape of data and privacy regulations and the impacts on customer loyalty programs.
 
As brands face an ever-changing set of proposed legislation and legal requirements, it's crucial for loyalty leaders—and larger brand teams—to understand how these regulations shape customer interactions, marketing efforts, and loyalty strategies.
 
We encourage Loyalty360 Brand Members to join the discussion and share their perspectives on the following topics:
 

• The latest trends in data and privacy regulations impacting customer loyalty programs
• How brands have adapted to or planned changes due to data and privacy regulations
• The challenges faced by brands in balancing customer loyalty, engagement, and personalization with compliance
• Customer feedback and reactions to data and privacy regulations and brand program changes
• Suggestions for navigating data and privacy regulations while maintaining effective loyalty initiatives
• The ownership of data privacy compliance within organizations (e.g., data protection officers, internal committees, etc.)

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.
Session Title: Future-Proofing Loyalty: Unleashing the Power of GenAI to Fuel Customer Obsession
 
Description: Join Phaedon's Emily Merkle, SVP of Analytics & Data Science, for an enlightening Loyalty University session that explores the transformative potential of AI in customer loyalty. This interactive workshop will guide you through our GenAI Implementation Pyramid, helping you assess your brand's current position and navigate the path forward. We'll address common challenges in AI adoption, from securing stakeholder buy-in to overcoming implementation hurdles, all through the lens of customer loyalty and program optimization.
 
Drawing on Phaedon's expertise in advanced analytics, data science and AI strategies, we'll demonstrate how GenAI can revolutionize personalization, enhance customer engagement, ensure relevance, and drive measurable business outcomes. You'll discover practical ways to leverage AI for more effective loyalty programs, from predictive modeling to real-time personalization.
 
Key takeaways include:
 

• Evolution of AI and challenges and barriers to GenAI adoption
• Customer loyalty and Marketing use cases for leveraging GenAI
• Practical techniques for optimizing GenAI's impact on customer loyalty programs and initiatives
• Understanding the GenAI implementation pyramid and how to apply it specifically to loyalty efforts

 
Don't miss this opportunity to stay ahead in the rapidly evolving landscape of customer loyalty by harnessing the power of AI.
 

In this Loyalty360 Lunch & Learn session, Aly Blawat, Senior Director of Customer Strategy at Blain's Farm & Fleet, will provide insights into the critical role of employee engagement and training in driving customer loyalty and engagement. Aly will highlight Blain's innovative employee training and engagement program, which goes beyond basic onboarding methods.
 
Aimed at boosting awareness and enrollment for Blain’s customer loyalty and rewards program, warranty program, and co-brand credit card, the brand’s employee engagement strategy includes hands-on training, in-person and virtual events, and the promotion of top-performing employees to champion these initiatives.
 
We encourage Loyalty360 Brand Members to join the discussion and share their perspectives on the following topics:

• Leadership and Employee Empowerment: The impact of frontline leadership and employee empowerment on the promotion and sustainability of a loyalty program.
• Training Beyond Basics: Various approaches to employee training, including how brands combine formal onboarding with hands-on experiences, webinars, and in-person events to build a more engaged and effective workforce.
• Addressing Challenges and Measuring Success: The challenges brands face in developing employee training and engagement processes, and the latest trends and best practices for recognizing and rewarding employee contributions.

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.
 
Session Title: Leveraging Consumer Research to Dive Deeper into Emotional Loyalty
 
Description: In case you missed Kobie's 2024 Consumer Research presentation at this year's Loyalty360 Loyalty Expo, here's another chance to answer the burning questions you have about how your loyalty program is perceived. Moreover, as consumers continually respond to economic conditions and shift their expectations, how can research help us dive deeper into the specifics of Emotional Loyalty? Where does perception meet reality when it comes to how your members connect with your brand? With more than 34 years of experience, we're using the latest consumer research to dive deeper into our proven, proprietary Emotional Loyalty Scoring® methodology and how it applies to your members.
 
In this session, Dr. JR Slubowski, AVP of Strategic Consulting for Kobie, will bridge the latest data and insights from consumers to the ways your brand can leverage Emotional Loyalty strategies to help grow enterprise value. From best-in-class market examples to the tie-in with zero-party data, learn how to activate these insights and more: 
 
Key Takeaways:

• How combinations of Emotional Loyalty Drivers influence loyalty strategy
• How other brands have tapped into the power of Emotional Loyalty
• Where we are going next with the evolution of Emotional Loyalty and how your brand can leverage

Loyalty360 Lunch & Learn: Metrics That Matter – Measuring Customer Loyalty Success (Kickoff presented by MGM Resorts)
 
In this Loyalty360 Lunch & Learn session, Anil Mansukhani, Vice President of Loyalty Marketing at MGM Resorts, will share insights on the key metrics and KPIs that gauge the health and effectiveness of brands' loyalty initiatives. In today’s competitive landscape, understanding and leveraging the right metrics is critical for building successful customer loyalty programs, particularly as brands aim to enhance engagement with their VIP and top-tier members.
 
To most effectively engage in this discussion, Loyalty360 Brand Members should complete the pre-session survey here, with initial insights to be discussed during this roundtable on October 8th.
 
Discussion topics will include:

• Metrics and KPIs that offer deeper insights into specific customer segments, tiers, and high-value audiences
• Challenges in effectively measuring customer loyalty
• How metrics vary across different industries and loyalty program models

Loyalty360 Lunch & Learn: Navigating the Unique Challenges and Opportunities of a Legacy Loyalty Program (Kickoff presented by Bavarian Inn)
 
During this Loyalty360 Lunch & Learn session, Jim Engel, Chief Operating Officer at Bavarian Inn, will share his perspective on the achievements and challenges of maintaining a long-standing loyalty program.  With the Bavarian Inn Perks Club celebrating its 25th anniversary this October, Jim will share insights on how the program has evolved over the years and the strategies in place to ensure its continued relevance in today’s dynamic market.
 
Key Discussion Points: 

• Keeping loyalty programs relevant and embracing new technologies in a changing digital landscape
• Balancing the need for upgrades and enhancements with limited resources and budget
• The role of customer feedback in shaping the evolution of your brand's loyalty program
• How brands are defining and measuring loyalty program success, including the challenges of assessing emotional loyalty

Overview: Many Loyalty360 members are considering adding, or have implemented, a premium, paid, or subscription offerings/tiers to their customer loyalty efforts. This meeting will allow a discussion of the challenges and opportunities pertaining to premium, subscription, and paid loyalty. 
 
** Members should come prepared to discuss approaches and opportunities related to subscription, premium, and or/paid loyalty strategies, along with the discussion topics below **
 
Key Discussion Topics:
 

• Managing an existing loyalty program/strategy with a paid tier or subscription component
• Customer and member research – understanding if premium, paid, and/or subscription is right for your audience
• What members value and look for in paid loyalty programs
• Cost and pricing considerations for the program
• Tools and resources needed to implement a paid loyalty program

 
If there are additional topics you would like us to consider for subsequent meetings on paid or subscription loyalty, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

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.
Session Title: Loyalty360 Loyalty University Session - Game On: Integrating Gamification into Customer Loyalty Strategies
 
Description: There is a high level of interest within the Loyalty360 brand community in integrating gamification into customer loyalty programs, obtaining zero-party data, and fostering customer engagement. As brands search for new ways to stand out in a "sea of sameness," gamification has emerged as a powerful tool to collect valuable data and engage with customers in a non-transactional manner.
 
During this Loyalty360 Loyalty University session, presented by Cataboom’s Chief Client Officer Aaron Lobliner, we will share insights, data, and real examples of how to effectively – and simply – implement gamification into loyalty program strategies. This session will be supported by findings from Loyalty360’s 2024 State of Customer Loyalty Report.
 
Key Takeaways:
 

• An overview of the current state of gamification and zero-party data in loyalty programs.
• Strategies for implementing new technologies despite budget and resource constraints.
• Best practices for designing gamification elements that align with your brand and target audience.
• Reward strategies to maximize the impact of your gamified programs.

Overview: Brand health focuses on the measurement of how well a company delivers on its “brand promise”, inclusive of the product/service it offers and the perceived value and quality to customers. A healthy brand will deliver memorable, consistent, and differentiated customer experiences. During this Digital Roundtable session, we’ll discuss members’ interest in or experience with brand/loyalty program health measurement, tracking, and best practices. 
 
** Members should come prepared to discuss best practices, approaches, and opportunities related to brand/customer loyalty program health, along with the discussion topics below **
 
Key Discussion Topics:

• Importance of measuring brand/loyalty program health
• Gathering customer feedback and insights on overall brand and loyalty efforts
  • Survey techniques, tools, and questions asked
• Brand/loyalty health tracking tools and monitoring
  • Brand/loyalty health KPIs and metrics
• Loyalty versus convenience – are customers truly loyal to your brand?

 
**If there are additional topics or questions you would like us to consider for this or subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Session Overview: 
During this Loyalty360 Lunch & Learn session, led by John Giaquinto, VP of Loyalty, Personalization, and Analytics at Rite Aid, we’ll discuss the vital distinction of positioning customer loyalty programs as investments rather than expenses.
Many brands, especially their finance teams, often perceive loyalty programs as costs, overlooking their potential for significant returns. During this session, we invite Loyalty360 Brand Members to share their experiences in reframing loyalty as an investment, overcoming internal communication challenges, and aligning internal teams on the value and importance of investing in loyalty.
Key Discussion Points:

• Expense vs. Investment: The common perception of loyalty programs as costs and the importance of viewing them as strategic investments.
• Measuring and Socializing Impact: Measuring the true impact and ROI of loyalty programs and effectively communicating these findings within the organization.
• Communication Challenges: Addressing the difficulties in conveying the value of loyalty programs to internal teams, especially those with a cost-focused perspective, such as finance.
• Aligning Internal Teams: Approaches for bringing together various departments (e.g., loyalty, finance, marketing) to recognize and support the strategic importance of investing in customer loyalty.

Session Overview: 
 
In this Loyalty360 Lunch & Learn presentation, Neil Norman, Head of Customer Loyalty & CPG Marketing Partnerships for Food Lion, will share his approach to measuring and increasing customer lifetime value through a targeted marketing campaign focused on cultivating loyalty with tertiary customers. By developing a strategy to engage less loyal customers using test and control groups, personalized messaging, and data analysis, Food Lion achieved highly positive short- and long-term results.
 
Neil will provide insights into Food Lion's data-driven approach to improving customer loyalty and lifetime value, with key discussion points focusing on:
 

• Leveraging various data sources to better understand customer behaviors and lifestyles
• Creating more relevant communications, campaigns, and offers to capture consumers' attention
• Utilizing personalization, insights, and analytics to drive short-term results and long-term customer loyalty

Overview: During this Loyalty360 Brand Member Roundtable discussion, members are invited to share their perspectives on artificial intelligence (AI) and its current/future impacts on customer loyalty programs, strategies, and brands’ overall marketing efforts. Members are asked to share use cases of AI, along with challenges and limitations marketers encounter when adopting new technologies.
 
** Members should come prepared to discuss perspectives, opportunities, and challenges focused on AI and its impacts on customer loyalty programs and strategies, along with the key discussion topics below.
 
Key Discussion Topics:

• Use cases for AI within customer loyalty programs and overall brand marketing/strategy
• Feedback and suggestions on AI tools for marketers (ChatGPT, AI imaging, voice assistants, reporting tools, etc.)
• Leveraging AI/new technologies to enhance customer experience without losing personalized/human connections
• Challenges brands have faced in leveraging new technologies/reluctance to embrace new technologies?
• Ideas/plans for future use of AI within customer loyalty strategies

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

During this Loyalty360 Lunch & Learn session, Amy Barnett, Vice President of Loyalty and Digital Experience at Cracker Barrel, will give an overview of how she created and launched an award-winning customer loyalty program in under a year. Now with nearly a year in-market, she will share learnings and how data and the digital guest experience will begin to evolve as the brand begins its own transformation.
 
The full-service restaurant industry has never been so competitive. This year has been a harbinger of bad news for many legacy full-service restaurant brands. Barnett and her senior leaders are extremely committed to brand growth and customer loyalty. They realize the need to balance the marked emotional loyalty of their current customers with the need to “refresh” parts of their offering to appeal to new growth segments.
 
By proactively engaging in conversations with internal and external stakeholders, Barnett gathered the feedback and insights needed to appeal to and engage all their audience segments.
 
Key Discussion Topics:

• The Importance of Listening: Truly listening to and understanding the diverse audience constituents, recognizing what they value, and placing importance on the feedback they provide.
• Willingness to Change: Change has come quickly to the full-service restaurant industry, and those who are willing and capable to be agile and adapt will be the ones who deliver delightful guest experiences to fuel future brand growth.
• Building Executive Level Support: Customer loyalty efforts impact the entire organization – from IT, brand strategy, corporate comms, finance, operations, and others. It is necessary to share a common forum to communicate challenges and opportunities for enhancements and prioritize cross-functional needs against limited resources so the digital ecosystem keeps pace with brand and customer needs and expectations. 

Session Overview: In this Loyalty360 Lunch & Learn presentation, Megan Chickrell, Sr. Manager of Loyalty Strategy, Ahold Delhaize USA and Melinda Immerman, Product Manager of Loyalty & Personalization, Wawa will lead a discussion on leveraging AI-driven technology to enhance customer loyalty and experience. With AI being a top priority for brands today, this interactive session will explore the benefits, challenges, and practical considerations of adopting AI-powered solutions. 
 
Loyalty360 Brand Members, please complete a brief pre-session survey here that will help guide the discussion. 
 
Loyalty360 Brand Members should come prepared to discuss the following topics:

• Feedback from Loyalty360 Brand Members on current approaches to AI and customer data management
• Challenges and considerations in implementing AI-powered technologies across marketing channels
• Emerging technologies and platforms that enable intelligent, AI-driven customer engagement
• Considerations for measuring the effectiveness of AI-driven campaigns, offers, and content
• Best practices and lessons learned from early AI deployments
• Findings from Loyalty360's AI and Customer Loyalty survey

Session Overview: 
 
Join us for an insightful Lunch & Learn session, led by Ryan Draude, Head of Loyalty at Giant Food, as he discusses the pressing issue of loyalty program fraud and its ramifications on brands. This session will shed light on the growing presence of manipulation of loyalty accounts from both internal and external origins. We will explore various types of loyalty fraud, their processes, impacts, and, most importantly, strategies to detect and control these issues within loyalty programs.
 
Key Discussion Points: 

• Introduction to loyalty fraud, highlighting its emergence as a significant concern in the industry.
• Exploring types of fraud, including account takeovers and internal/employee fraud.
• How to detect and counter fraud, including recommendations on reporting and third-party monitoring.

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.
 
Session Title: The Evolution of Emotional Loyalty & Actionable Analytics
 
During this informative and engaging session, Capillary’s Don Smith, Global Chief Consulting Officer, delves into the history of emotional loyalty and how it evolved from merely a concept to the ‘North Star’ of brand aspirations. He will also share how Capillary's industry-leading BLQ measures and analyzes customer loyalty like nothing in the market today. 
 
Don also will provide his expert insights on trends in the loyalty industry with some examples of global brands who are leading the way in loyalty excellence. Don will wrap up the conversation with an exciting announcement in the emotional loyalty space!
 
Key Takeaways:

• Beyond NPS & Towards Multidimensionality
• How the BLQ Works in Practice & Can Inform Theory
• Trends in Loyalty Worthy of Consideration & Adoption
• Best-in-Class Examples & Case Vignettes

Speaker Bio: 
 
Don Smith is the Global Consulting Officer at Capillary. Prior to the Brierley acquisition, Don led Brierley’s strategic program design practice, responsible for engineering solutions that balance compelling value propositions with enhanced member experiences and data-driven customer engagement. An avid theater aficionado, Don has a passion for presentation. That passion informs Don's marketing data analytics philosophy in favor of a dynamic storytelling model that brings numbers to life through contextualization and the generation of actionable insights. Don earned his Ph.D. in Political Science from Florida State University and spent 11 years teaching statistics and policy evaluation in academia. Prior to joining Brierley, Don was a research director for Dallas County, in charge of database modeling, data mining, and program reporting. He has authored several journal articles and a full-length book.
 

Overview: There is a growing interest in emotional loyalty and how brands can build successful customer loyalty/engagement efforts to build emotional connections with members. This meeting will serve as a forum for Loyalty360 members to discuss challenges and opportunities pertaining to emotional loyalty, understand how others define emotional loyalty, and approaches to creating and sustaining emotional connections with customers. 

** Members should come prepared to talk about what they are seeing/how they are approaching emotional loyalty within their organizations, including the discussion points below.
 
Key Discussion Topics: 

• Challenges of Emotional Loyalty
• Defining Emotional Loyalty
• Measurement and Data Points
• Defined or Understood Stages of Emotional Loyalty
• Traits of Brands w/ Large Amounts of Emotional Loyalists
• Driving Emotional Loyalty in an era of increased Privacy and customer expectations.

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

 

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.
 
Session Title: Understanding the Power of Customer Lifetime Value, with Peter Fader, Professor of Marketing @ The Wharton School of the University of Pennsylvania
 
Session Overview: During this Loyalty360 Loyalty University session, we will be joined by Wharton marketing professor Peter Fader for an insightful presentation on the power of CLV. Despite being underutilized in many organizations, CLV has the potential to reimagine how brands understand and engage with their customers. Many marketers struggle with defining, calculating, applying, and socializing CLV across their organizations - as well as benchmarking their standard against others. Fader will explore the growing use cases of CLV and demonstrate how it can bridge silos across departments, offering a unified metric that can drive strategic decisions. 
 
Key Takeaways: 

• Understanding Customer Lifetime Value and its significance as a "gold standard metric" for various business functions
• Practical methods for calculating CLV and applying it across departments, including marketing, sales, and finance
• Case study examples of how brands can leverage CLV to uncover challenges and opportunities, leading to more informed decisions that foster long-term loyalty program success

 
Bio:
 
Peter Fader is the Frances and Pei-Yuan Chia Professor of Marketing at The Wharton School of the University of Pennsylvania. His expertise centers around the analysis of behavioral data to understand and forecast customer shopping/purchasing activities. He works with firms from a wide range of industries, such as telecommunications, financial services, gaming/entertainment, retailing, and pharmaceuticals. Managerial applications focus on topics such as customer relationship management, lifetime value of the customer, and sales forecasting for new products. Much of his research highlights the consistent (but often surprising) behavioral patterns that exist across these industries and other seemingly different domains.
 
 Fader is the author of three books: “Customer Centricity: Focus on the Right Customers for Strategic Advantage” (2020), “The Customer Centricity Playbook” with Sarah Toms (2018), and “The Customer-Base Audit” with Bruce Hardie and Michael Ross (2022).
 
He has won many awards for his research and teaching accomplishments. Among these achievements, he was named by Advertising Age as one of its inaugural “25 Marketing Technology Trailblazers” in 2017 (and was the only academic on the list.

Overview: In this Loyalty360 Roundtable session, members will discuss definitions and perceptions of identity resolution and management, exploring the tools, technologies, and platforms brands are currently leveraging or interested in. Additionally, we will examine the industries that could benefit from identity resolution/management tools and the crucial role these tools play in enhancing consumer privacy.
** Members should come prepared to discuss the following: 
Key Discussion Topics:

• Definitions of identity resolution/management - how do brand members define it? 
• Tools, technologies, and platforms brands are leveraging or interested in
• Industries identity resolution/management tools could benefit
• The role identity management can play in consumer privacy

If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

 

Session Overview:
 
During this Loyalty360 Lunch & Learn session, Per Jensen, Director of Customer Loyalty, will give an overview of how he is creating awareness and driving deeper advocacy for Stop & Shop’s customer loyalty efforts.
 
By proactively engaging in conversations with stakeholders, he gathered feedback and insights—a process that took almost two years—to develop a comprehensive understanding of the organization's perspectives. Being new to Stop & Shop, he used this opportunity to reach out to different areas of the company, identifying advocates, those who knew little about the program, and everyone in between.
 
Key Discussion Topics:

• The Importance of Listening: Including proactive meetings to understand who the proponents, detractors, and uninformed individuals are regarding internal customer loyalty efforts.
• Understanding Everyone Within the Organization: Customer loyalty efforts impact the entire organization, including marketing, operations, and other initiatives. It is critical to identify potential gaps, key objections, and any “deal breakers” across the organization.
• Developing Mutually Beneficial Processes: Establish trust, address objections, and develop a continuous process of education within  the organization.

Overview: This Loyalty360 Brand Member Roundtable will focus on a “half year in review,” with members sharing success stories, updates on program/strategy enhancements, and plans for the remainder of 2024, including new campaigns, reward offerings, partnerships, and more.
** Members should come prepared to discuss the following: 
Key Discussion Topics:

• Program/strategies updates implemented in 2024
• Navigating economic uncertainty – brand success with promotions, campaigns, rewards, etc.?
• Future program and strategy plans – remainder of 2024 into 2025
• Interest in new technology, agencies, and partnerships?
• Measuring and defining success for the remainder of 2024

**If there are additional topics or questions you would like us to consider for this or subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 

Overview: Personalization, segmentation, and cadence management play a crucial role in customer loyalty programs. As one-to-one relationships become increasingly vital for loyalty success, understanding the technologies, processes, and best practices related to personalization is paramount. In this Roundtable discussion, Loyalty360 Brand Members are invited to share their experiences of incorporating personalized experiences, communications, rewards, and more into their loyalty strategies. Additionally, the meeting will focus on best practices and insights regarding the launch and enhancement of brand-level or loyalty-specific preference centers.
 
** Members should come prepared to discuss what they are seeing/how they are approaching personalization and customer preference management within their organizations
 
Key Discussion Topics:
 

• Personalization Technologies: Members' usage and considerations of platforms related to personalization, including AI/Machine Learning, personalized video, personalized rewards, experiences, offer management, and personalized content/communication.
• Preference Center Management: Brands that have implemented preference centers will discuss what's working well, areas for improvement, and desired changes.
• Integration Challenges and Opportunities: Exploration of internal or external IT constraints that impact the integration of personalization technologies and strategies.
• Measurement: Evaluation of the cost, profitability, and return on investment (ROI).

If there are additional topics you would like us to consider for subsequent meetings on personalization and preference centers, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Overview: In a recent survey conducted by Loyalty360, brand members shared valuable insights into their loyalty programs, strategies, and team dynamics. The findings, shared in Loyalty360's State of Customer Loyalty Report, reveal a strong emphasis on digital initiatives, with digital experience, gamification, and personalization emerging as top priorities for loyalty leaders. Many are actively seeking the ideal technologies to unlock the full potential of these areas.
 
Key Discussion Topics:

• Interest in revamping or updating loyalty strategies/programs
• Program, strategy, and tech enhancements brands are interested in for the next 12 months
• How customer preferences/understanding of customers is changing
• Brands' understanding of loyalty tech and platforms
• "Sea of Sameness" surrounding loyalty efforts

 
**If there are additional topics or questions you would like us to consider for this or subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Overview: Recap of key trends and discussion points from the 2024 Loyalty360 Loyalty Expo. Brand members that attended the conference are invited to bring feedback on sessions, networking events, etc. All members are welcome to bring ideas and suggestions for future conferences, sessions, speakers, and events.
** Members should come prepared to discuss the following:
 
Key Discussion Topics:

• Trends mentioned during the conference and how brands are adapting:
  • Emotional Loyalty
  • Non-Transactional Loyalty Strategies
  • Leveraging Loyalty During Uncertain Times
  • Personalization
  • Emerging Technologies

If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

About Loyalty University:
Loyalty University sessions feature supplier/member-led (virtual) workshops for brand members. 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.
 
Session Title: How to Lock In Lifelong Gen Z Customers, Presented by SheerID
 
Description: Everyone wants to win over Gen Z customers. They have billions of dollars in spending power and a disproportionate amount of influence on shoppers outside of their age group. But they also have the most LTV potential: if you win their loyalty at a young age, it will pay dividends for decades to come. 
 
Instead of trend-chasing on TikTok, you need a more sustainable way to attract and retain Gen Z customers. Recent consumer research from SheerID found that 68% of Gen Z would be more likely to join a brand’s loyalty program if they received personalized offers and recommendations for their age group. 
Join Molly Gabris, Director of Product Marketing at SheerID, to uncover what personalization tactics you can use to capture Gen Z’s attention, drive their loyalty, and see the most return on your investment. 
Key Takeaways:

• How your brand can stop the scroll and engage Gen Z online and in person
• What matters most to Gen Z and influences their purchase decisions and loyalty
• How to leverage personalization while not being creepy and giving Gen Z the ick
• Case study examples from Vivaia, Tableau, Comcast, and more 

Overview: This Loyalty360 Brand Member Roundtable will cover commonly used customer loyalty metrics and KPIs by brands, valuable insights on metrics, and challenges in measuring customer loyalty effectively. We will also discuss the Loyalty360 Metric Benchmarking Report, and key metrics defined by the Loyalty360 Advisory Board and Member Committees. Brand members are invited to share experiences, commonly used metrics within their own organizations, and discuss strategies for improving customer loyalty measurement.
** Members should come prepared to discuss their opportunities and challenges regarding customer loyalty metrics and KPIs, including the following discussion topics:

Key Discussion Topics: 

• Examples of commonly used customer loyalty metrics and KPIs by brands
• Insights on metrics brands find valuable
• Specific questions or challenges that brands are facing in measuring customer loyalty effectively
• Metrics or KPIs that could provide deeper insights – what would you like to measure?
• Tracking behavioral and emotional metrics – how are brands defining and measuring emotional loyalty?

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

About Loyalty University:
Loyalty University sessions feature supplier/member-led (virtual) workshops for brand members. 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.
 
Session Title: Loyalty360 Loyalty University Session: The Critical Role of Identity Resolution for today’s data-driven Loyalty Program 
 
Description: There’s a wealth of information you don’t possess on your best customers. Even if you knew where to acquire the best data for your loyalty program, how are you going to connect and persist it? 
 
Join Brian Duke, GM/EVP Identity Solutions and Jeff Sopko, Chief Strategy Officer of Audience Acuity, as they share best practices on how to optimize your Loyalty program. While we say Loyalty isn’t a channel, it’s a program, it’s typically relegated to email, DM and mobile. We have the opportunity to change that.
 
Key Takeaways:

• What is “Identity Resolution” and what are the business outcomes it enables? You will walk away with a crystal-clear understanding of the term and how it can positively or negatively impact your program.
• What is the truth behind ID Resolution? There’s a lot of misinformation out there and it’s important you know what to look for. We will give you the key watchouts.
• What are best practices for evaluating, testing, and onboarding ID Resolution partners? We will give you the blueprint.
• How do you maximize your time to value
• What role does ID Resolution play in consumer privacy? Spoiler alert, it’s mandatory.

Overview: This meeting will focus on members’ experiences, concerns, and impacts of fraud within customer loyalty programs. Individuals who are running customer loyalty programs see increased manners and frequency of loyalty program fraud and internal/external gaming. During this meeting, members can share their insights, challenges, and opportunities for standard operating procedures, internal and external training, manners by which to limit impacts of fraud, and current or potential fraud prevention technology partners.
** Members should come prepared to discuss their opportunities and challenges regarding customer loyalty fraud.
 
Key Discussion Topics: 

• What types of fraud (targeted attacks, fraudulent receipt uploads, etc.) are you seeing?
• Instances of fraud/program gaming associated within your program?
• How are brands preventing or monitoring certain types of fraud (Order returns (earn/burn/return), account takeovers, etc.)?
• Employee Fraud – what are brands seeing? Are there new efforts to address employee fraud/gaming?
• How should we as an industry be discussing fraud/gaming (payment/transaction fraud, other areas of concern)?

 
If there are additional topics you would like us to consider for subsequent meetings on Customer Loyalty Fraud/Gaming, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 

Overview: In brands’ effort to differentiate themselves and connect with consumers on a deeper level, corporate social responsibility (CSR) initiatives have emerged as a significant opportunity for marketers. This Roundtable discussion invites Loyalty360 Brand Members to share their firsthand experiences with CSR-focused initiatives within their organizations, including successful approaches, challenges encountered, insights on integrating CSR into loyalty strategies, and more.
 
** Brand members should come prepared to discuss CSR and customer loyalty best practices, along with the key discussion topics below **
 
Key Discussion Topics:
 

• Evolution of CSR: Has corporate social responsibility gained greater prominence within your organization over the past few years?
• Prioritized CSR Initiatives: Which CSR initiatives have been given priority, and what has proven to be effective? What untapped opportunities exist?
• Authentic CSR Partnerships: Strategies for launching CSR-focused partnerships in an authentic manner.
• Benefits and Success Measurement: How do brands define and measure the success of their CSR initiatives?

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Overview: This Loyalty360 Brand Member Roundtable will focus on how brands are planning for and navigating "next generation" customer engagement strategies. As customer expectations and preferences continue to evolve, brands must adapt their loyalty strategies accordingly. The discussion will revolve around identifying the next "big thing" that brands are prioritizing to keep their members engaged.
** Members should come prepared to discuss how they are approaching next generation customer engagement and innovations within their organizations**
 
Key Discussion Topics:

• Managing changing customer preferences and expectations
• Gathering customer feedback and conducting customer research to understand what loyalty members are asking for
• How are brands navigating digital transformations and what strategies are proving successful?
• Exploring the "wish list" and roadmap for customer engagement tools and capabilities
• Identifying new technologies and platform changes that interest brands in enhancing customer engagement

 
**If there are additional topics or questions you would like us to consider for this or subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 

Overview: There is a growing interest in emotional loyalty and how brands can build successful customer loyalty/engagement efforts to build emotional connections with members. This meeting will serve as a forum for Loyalty360 members to discuss challenges and opportunities pertaining to emotional loyalty, understand how others define emotional loyalty, and approaches to creating and sustaining emotional connections with customers. 

** Members should come prepared to talk about what they are seeing/how they are approaching emotional loyalty within their organizations
 
Key Discussion Topics: 

• Challenges of Emotional Loyalty
• Defining Emotional Loyalty
• Measurement and Data Points
• Defined or Understood Stages of Emotional Loyalty
• Traits of Brands w/ Large Amounts of Emotional Loyalists
• Driving Emotional Loyalty in an era of increased Privacy and customer expectations.

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Overview: Personalization, segmentation, and cadence management play a crucial role in customer loyalty programs. As one-to-one relationships become increasingly vital for loyalty success, understanding the technologies, processes, and best practices related to personalization is paramount. In this Roundtable discussion, Loyalty360 Brand Members are invited to share their experiences of incorporating personalized experiences, communications, rewards, and more into their loyalty strategies. Additionally, the meeting will focus on best practices and insights regarding the launch and enhancement of brand-level or loyalty-specific preference centers.
** Members should come prepared to talk about what they are seeing/how they are approaching personalization within their organizations
 
Key Discussion Topics:

• Personalization Technologies: Members' usage and considerations of platforms related to personalization, including AI/Machine Learning, personalized video, personalized rewards, experiences, offer management, and personalized content/communication.
• Preference Center Management: Brands that have implemented preference centers will discuss what's working well, areas for improvement, and desired changes.
• Integration Challenges and Opportunities: Exploration of internal or external IT constraints that impact the integration of personalization technologies and strategies.
• Measurement: Evaluation of the cost, profitability, and return on investment (ROI).
   

If there are additional topics you would like us to consider for subsequent meetings on personalization and preference centers, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Overview: This Loyalty360 Brand Member Roundtable will center around mobile and app best practices in the context of customer loyalty programs. With a focus on enhancing overall customer experience and navigating digital transformations, the discussion will emphasize the importance of seamless design and intuitive user experiences. Loyalty360 members are encouraged to share their insights, share experiences/challenges, and discuss lessons learned regarding mobile, digital, and app-related customer loyalty initiatives.
 
** Brand members should come prepared to discuss mobile, app, and digital best practices, along with the key discussion topics below **
 
Key Discussion Topics:
 

• Experiences with launching or revamping a mobile or app-based experience to complement a loyalty program or strategy
• Navigating digital transformation and focusing on overall customer experience
• User-experience best practices – what is working for brands? What’s not working?
• Educating members on a mobile or app-based experience – what are ways to get members more engaged digitally?

 
**If there are additional topics or questions you would like us to consider for this or subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 

Session Speaker:  A.J. Schneider, President of Wheaton World Wide Moving and Bekins Van Lines: As Wheaton's CX and Loyalty champion, Schneider will discuss the pros and cons of having a customer experience program that is synonymous with its efforts to build loyalty. As one of the largest household goods moving companies in the U.S, Wheaton | Bekins relies heavily on recommendations and repeat business -- despite the fact that the average U.S. citizen moves only every nine-to-11 years.
 
Key Discussion Topics:

• NPS as a measure of CX and how it relates to loyalty
• How communication improves CX
• Looking at unstructured data to improve CX and Loyalty

 
Overview: In this Loyalty360 Brand Member Roundtable discussion, participants are encouraged to discuss their approach to Customer Experience and how it ties-in to their loyalty programs. Participants should walk away with ideas about how their CX and Loyalty data may not be painting the full picture of their customers' satisfaction.
These sessions are meant to be interactive; feel free to share your perspectives, ask questions, and provide feedback throughout to the discussion, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know if there are areas you would like to discuss or questions you may have.
 

Overview: This Loyalty360 Brand Member Roundtable will cover commonly used customer loyalty metrics and KPIs by brands, valuable insights on metrics, and challenges in measuring customer loyalty effectively. We will also discuss the Loyalty360 Metric Benchmarking Report, and key metrics defined by the Loyalty360 Advisory Board and Member Committees. Brand members are invited to share experiences, commonly used metrics within their own organizations, and discuss strategies for improving customer loyalty measurement.
** Members should come prepared to discuss their opportunities and challenges regarding customer loyalty metrics and KPIs.  

Key Discussion Topics: 

• Examples of commonly used customer loyalty metrics and KPIs by brands
• Insights on metrics brands find valuable
• Specific questions or challenges that brands are facing in measuring customer loyalty effectively
• Metrics or KPIs that could provide deeper insights – what would you like to measure?
• Tracking behavioral and emotional metrics – how are brands defining and measuring emotional loyalty?

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 

Session Speaker and Overview: Katharine Zike, Director of Strategic Partnerships, Hilton: Join us for an engaging Lunch & Learn discussion hosted by Hilton Honors, delving into the world of strategic partnerships within hospitality. Participants will have the opportunity to gain valuable insights from key stakeholders at Hilton Honors, as well as share their own experiences and best practices in forming successful partnerships. This Lunch & Learn will focus on a diverse array of strategies employed by Hilton Honors to enhance the value proposition for its members and drive engagement.
Key topics to be discussed include:
 

• The evolving landscape of loyalty partnerships in the hospitality industry
• Best practices for fostering mutually beneficial partnerships that resonate with customers
• Case studies highlighting successful partnership initiatives within the Hilton Honors ecosystem

These sessions are meant to be interactive; feel free to share your perspectives, ask questions, and provide feedback throughout to the discussion, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know if there are areas you would like to discuss or questions you may have.

 

Overview: This meeting will focus on members’ experiences, concerns, and impacts of fraud within customer loyalty programs. Individuals who are running customer loyalty programs see increased manners and frequency of loyalty program fraud and internal/external gaming. During this meeting, members can share their insights, challenges, and opportunities for standard operating procedures, internal and external training, manners by which to limit impacts of fraud, and current or potential fraud prevention technology partners.
** Members should come prepared to discuss their opportunities and challenges regarding customer loyalty fraud.
 
Key Discussion Topics: 

• What types of fraud (targeted attacks, fraudulent receipt uploads, etc.) are you seeing?
• Instances of fraud/program gaming associated within your program?
• How are brands preventing or monitoring certain types of fraud (Order returns (earn/burn/return), account takeovers, etc.)?
• Employee Fraud – what are brands seeing? Are there new efforts to address employee fraud/gaming?
• How should we as an industry be discussing fraud/gaming (payment/transaction fraud, other areas of concern)?

 
If there are additional topics you would like us to consider for subsequent meetings on Customer Loyalty Fraud/Gaming, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Session Speakers: Mike LiBassi, Associate Director and Venkat Kalvala, Sr. Manager of Experience, Marketing Operations & Strategy for Verizon – Verizon’s Mike LiBassi and Venkat Kalvala will discuss the current state of Verizon Business’s approach to loyalty for SMB customers and their vision to nurture stronger emotional loyalty between Verizon and small business customers. The discussion will include current strategies for addressing customer concerns, opportunities driven by customer sentiment, and a vision for building strong emotional loyalty through journey orchestration.
 
Key Discussion Topics:

• Assessing segments that are most receptive to loyalty initiatives
• Identifying current loyalty and churn improvement initiatives
• Seeking customer sentiment against current strategies
• Leveraging feedback for improvement
• Measuring outcomes by quantifying sentiment

 
About: Loyalty360 Lunch and Learn sessions participants are encouraged to share their brand’s approach to and opportunities for emotional loyalty. Through this collaborative discussion, brands can gain a deeper understanding from peers in various industries on opportunities to build emotional connections throughout the customer journey and the importance of listening to customer feedback and understanding customer preferences.

Session Speaker: Neil Norman, Head of Loyalty & CPG Marketing Partnerships for Food Lion: Food Lion's Neil Norman will kick off this Brand Member Roundtable session by sharing insights into Food Lion's successful approach to growing active customers digital engagement. He will highlight the achievements in effectively growing the digital engagement of their MVP Loyalty Program, maximizing additional value for consumers, the Food Lion brand, and their CPG partners. Food Lion managed to increase digital engagement within the MVP Loyalty Program from 5X since 2018, with ongoing efforts to further elevate this figure.

 

Overview: In this Loyalty360 Brand Member Roundtable discussion, participants are encouraged to share their top three digital engagement strategies. Through this collaborative discussion, brands can gain a deeper understanding from peers in various industries, providing valuable perspectives on approaches that have proven effective elsewhere and might be relevant for their own industry.

 

>> Click here to watch a Lunch & Learn preview with Food Lion’s Neil Norman, Head of Loyalty & CPG Marketing Partnerships.

 

Key Discussion Topics:

 

• Methodology for creating digital engagement strategies through leveraging data and insights and leveraging test-and-learn approaches.
• Addressing customer pain points and enhancing digital engagement strategies through effective data strategies (first, third, and zero-party data).
• How Food Lion defines digital engagement and measures efficacy.
• Assessing and leveraging technologies to enhance digital engagement at Food Lion.
• Group discussions about leveraging multiple channels and technologies to grow digital engagement.
• Effective practices to garner support of disparate stakeholders, both internal and external.

 

If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Session Speakers: Karen Szarvas, Sr. Director of CRM and Loyalty, and Ryan Gudovitz, Director of CRM and Loyalty, The Vitamin Shoppe: Karen and Ryan from The Vitamin Shoppe will kick off this Brand Member Roundtable session by sharing their perspectives on various components of brands' customer loyalty and marketing technology stacks, including their own at The Vitamin Shoppe. As marketers know, customer loyalty programs and strategies rely on a variety of technologies and platforms, some of which integrate more seamlessly than others. For brands seeking the most suitable tools and technologies, where is the best place to start? This interactive discussion will focus on practical considerations, key criteria, and potential challenges among Loyalty360 Brand Members as many work to make informed decisions for an effective and cohesive customer loyalty/marketing technology infrastructure.
 
Key Discussion Topics:

• Crucial components of today’s customer loyalty/marketing technology stacks (ex: program management, CRM, communications, ESP, POS, VoC, etc.)
• What new/emerging technologies would brands like to fit into their current tech stacks (ex: gamification, zero-party data, identity management, loyalty fraud prevention, etc.)
• Feedback on tools other brands truly find “marketer friendly.” What are platforms other brands should consider?

 
Overview: In this Loyalty360 Brand Member Roundtable discussion, members are encouraged to share their perspectives on their brand’s customer loyalty/marketing technology stack. This includes experiences with loyalty management technologies/platforms, as well as supporting and complementary platforms for marketing, ecommerce, CDPs, CRM, offers/promotions, analytics, communications (email, SMS, etc.), mobile, VoC, data management, fraud, call center, gamification, etc.
 
These sessions are meant to be interactive; feel free to share your perspectives, ask questions, and provide feedback throughout to the discussion, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know if there are areas you would like to discuss or questions you may have.

Session Speaker: Michael McDowell, Vice President of Loyalty and Partnerships for Parkland Corporation: Parkland’s Michael McDowell will kick off this Brand Member Roundtable session by sharing insights into Parkland's successful, unique, and continually evolving approach to partnerships and their integration with the brand’s Journie loyalty program. As a Canadian-based fuel retailer, partnerships play a pivotal role in Parkland’s loyalty strategy, particularly given the prevalence of coalition loyalty programs.

 

Parkland has a successful coalition offering with partners that include CIBC and Air Canada. During this session, Michael will highlight the achievements in the construction and effective management of the Journie loyalty program, with a focus on maximizing value for consumers and partners alike.

 

Overview: In this Loyalty360 Brand Member Roundtable discussion, participants are encouraged to discuss their approach to partnerships, the challenges, and opportunities they are encountering. Through this collaborative discussion, brands can gain a deeper understanding of the evolving partnership opportunities within the Journie program and from peers in various industries, providing valuable perspectives on approaches that have proven effective elsewhere and might be relevant to their own industry.

 

Key Discussion Topics:

• Methodology for how Parkland creates and manages its partnership approach.
• What partnerships mean to Parkland as a brand and how they evaluate potential partners.
• How partnerships are evolving and how brands can leverage these changes to bolster customer loyalty programs
• Managing external and internal stakeholders, setting objectives for the program, and measuring efficacy

 

If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Session Speaker: Andrew Smith, Senior Manager Loyalty Marketing & Innovation Strategy for Peapod Digital Labs (Ahold Delhaize USA) - Andrew Smith from Peapod Digital Labs (PDL) will kick off this Brand Member Roundtable session by sharing insights into how PDL collaborates with the five Ahold Delhaize U.S. brands (Giant Food, Giant Company, Stop and Shop, Food Lion, and Hannaford), as well as external CPGs, to maximize the value exchange between all entities. The discussion will cover an overview of the CPG process, its evolution from a PDL perspective, touchpoints within retail media and shopper marketing, recommendations for establishing CPG monetization, collecting customer and brand insights, and maximizing value for all parties. This session presents a valuable opportunity for those seeking to enhance their perspective on all facets of the CPG relationship.
 
Overview: In this Loyalty360 Brand Member Roundtable discussion, members are encouraged to share their perspectives on their CPG, channel, and product relationships. This includes experiences with the evolving relationship between these entities and how they aim to enhance their point of view and internal processes.
 
Key Discussion Topics:

• A starting point for brands seeking guidance/perspective on the state of CPG relationships.
  • The importance for brands to maximize their CPR/supplier relationships.
• How to create and sustain more cooperation between the retailer and the vendor.
• Understanding the value exchange and interests of all parties.
• How to leverage data (zero-, first-, and third-party data) to serve the best interests of both the retailer and CPGs.
  • The importance of offsetting dataset costs.
  • Best practices for collecting, analyzing, and interpreting customer feedback data.
• Employee training, understanding, and empowerment around CPG monetization.

 
These sessions are meant to be interactive; feel free to share your perspectives, ask questions, and provide feedback throughout to the discussion, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know if there are areas you would like to discuss or questions you may have.

Overview: During this Digital Roundtable session, Loyalty360 will share insights and key takeaways from its newly released Next Generation Customer Loyalty Report. At the end of 2023, Loyalty360 held qualitative discussions with Brand Members and surveyed over 90 brand marketers to gain deeper insights into their definitions and understanding of next generation customer loyalty, the opportunities marketers are embracing, and the potential challenges hindering their progress. The results highlighted the importance of next generation customer loyalty and shed light on the obstacles marketers must overcome to improve and enhance their customer loyalty efforts.
Loyalty360 Brand Members can download the full report here: https://loyalty360.org/content-gallery/research-and-reports/next-generation-customer-loyalty-2024-loyalty360-brand-marketer-research
** Members should come prepared to discuss their opportunities and challenges regarding next generation customer loyalty.
 
Report Key Takeaways:

• Emerging and innovative technologies such as artificial intelligence (AI), as well as solutions for customer service/support, chatbots/virtual assistants, gamification, and augmented/virtual reality, are top of mind for marketers when it comes to next generation loyalty efforts.
• Personalization opportunities that can be delivered at scale and in a measurable manner are significant enhancements brands are looking to add to their loyalty strategies.
• Most brands believe there is a need to cultivate a better understanding of their loyalty efforts internally and externally.
• The primary obstacles for marketers in crafting a next generation customer loyalty strategy include challenges in resource allocation, organizational commitment, and technology hurdles. Meanwhile, many face difficulties due to the absence of a consistent definition of what precisely constitutes next generation customer loyalty.

If there are additional topics you would like us to consider for subsequent meetings on next generation customer loyalty, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know. 

Session Speaker: Andrew Sonnichsen, VP, Loyalty, Gift Card, & Customer Insight for Cinemark - Cinemark’s Andrew Sonnichsen will kick off this Brand Member Roundtable session by sharing Cinemark’s approach to customer research and feedback management. This discussion will include recommendations on establishing a VoC process, collecting customer insights, and developing a system to regularly monitor, generate, and implement ideas for improvement.

 

Overview: In this Loyalty360 Brand Member Roundtable discussion, members are encouraged to share their perspectives on customer research and feedback. This includes experiences with gathering customer/member feedback, conducting research, and evolving VoC processes over time.

 

Key Discussion Topics:

• Best practices for collecting, analyzing, and interpreting customer feedback data
• Benefits and challenges of customer vs. member-specific research and surveys
• Customer feedback tools and techniques to collect customer insights
• Addressing customer pain points and enhancing positive experiences
• Employee training and empowerment for effective customer engagement

 

If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Session Speaker: Dena Pizzutti, Sr. Director of Personalization and Optimization for Wawa – Wawa’s Dena Pizzuti will kick off this Brand Member Roundtable session by sharing Wawa’s experience with customer loyalty and marketing technology platform migration. This discussion will include recommendations on comparing technologies, addressing challenges and opportunities in platform transitions, considering staffing needs, and effectively managing integrations.  
 
Overview: In this Loyalty360 Brand Member Roundtable discussion, members are encouraged to share their perspectives on transitioning between technology providers and supplier partners. Migrating to new platforms can be a significant undertaking for a loyalty team for a variety of reasons. Throughout this meeting, Loyalty360 Brand Members are invited to share their experiences with, or pose questions about, technology and supplier transitions.
 
Key Discussion Topics:

• Making the decision to switch supplier partners – what were key considerations and “must haves” in a new platform or partner?
• Planning a transition – ensuring the right teams are in place and communicating plans to key stakeholders
• Comparing technologies – challenges and opportunities?
• Managing integrations and timelines
• Advice for brand members planning a tech migration or supplier partner transition?

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about how they are approaching, or have approached and managed, technology platform and supplier partner migrations, transition, and onboarding/offboarding processes.

Overview: During this Digital Roundtable session, we will explore opportunities to enhance customer loyalty in 2024, delving into emerging trends and strategies that marketers plan to prioritize in the upcoming year.
 
** Members should come prepared to discuss customer loyalty, engagement, experience opportunities for the new year, including the discussion topics below **
 
Key Discussion Topics:

1. Loyalty Program Innovation: What additions are brands considering for their loyalty programs and strategies? Examples include gamification elements, exclusive access, partnerships, etc.
2. Technology: Examining the role of emerging technologies in customer loyalty. How can these technologies elevate engagement and foster loyalty?
3. Emotional Loyalty: Is emotional loyalty a focus for brands entering 2024? What approaches prove effective in establishing stronger connections with members?
4. Year in Review: Reflecting on the significant accomplishments of your team/program in 2023 and what’s next for 2024. What milestones were achieved, and what is ahead?

 
**If there are additional topics or questions you would like us to consider for this or subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

About Loyalty University:

Loyalty University sessions feature supplier/member-led (virtual) workshops for brand members. 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.

 

Session Title: Loyalty360 Loyalty University Session: Using Gamification to Amplify Loyalty Programs and Strategies

 

Description: In today's competitive market, it’s important, now more than ever, to provide the right value exchange, and compelling reasons to engage, reengage, and drive loyalty beyond only transactions. Gamification, the application of game-like mechanics to non-game environments, has emerged as a powerful tool to increase customer engagement, gather valuable data, and foster emotional connections.

 

Join Aaron Lobliner, Chief Client Officer with CataBoom, as he shares insights, data, and real examples from his 20 years of promotional and loyalty experience and learn how to effectively implement gamification into your loyalty program strategies. Plus, experience the fun and engaging nature of gamification firsthand as you play some games and have a chance to win during the session!

 

Key Takeaways:

• Discover the power of gamification to transform your customer loyalty program and drive specific, measurable outcomes.
• Understand the psychology behind gamification and how it motivates and engages consumers.
• Learn how to design gamification elements that align with your brand and target audience.
• Implement effective prizing strategies to maximize the impact of your gamified programs.
• Measure the success of your gamified program using key metrics and data-driven insights.

Overview: In brands’ effort to differentiate themselves and connect with consumers on a deeper level, corporate social responsibility (CSR) initiatives have emerged as a significant opportunity for marketers. This Roundtable discussion invites Loyalty360 Brand Members to share their firsthand experiences with CSR-focused initiatives within their organizations, including successful approaches, challenges encountered, insights on integrating CSR into loyalty strategies, and more.
 
** Brand members should come prepared to discuss CSR and customer loyalty best practices, along with the key discussion topics below **
 
Key Discussion Topics:
 

• Evolution of CSR: Has corporate social responsibility gained greater prominence within your organization over the past few years?
• Prioritized CSR Initiatives: Which CSR initiatives have been given priority, and what has proven to be effective? What untapped opportunities exist?
• Authentic CSR Partnerships: Strategies for launching CSR-focused partnerships in an authentic manner.
• Benefits and Success Measurement: How do brands define and measure the success of their CSR initiatives?

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Session Description: Loyalty360 Loyalty University Session: Extending Your Holiday Readiness Strategies to Boost Customer Loyalty
   
Overview: The holiday season requires a careful focus on loyal customers, as there is increased interaction and competition for their attention. Eighty-one percent of consumers shop with brands because they are members of their loyalty programs during the holiday season. Brands must strike a balance between rewarding customers and meeting business goals. In our session, we will explore three key areas to refine your holiday loyalty strategy, using real-world examples and showcasing the success of a strategy-led, technology-enabled program. Join us to learn how to boost sales, reward loyal customers, and extend your holiday loyalty momentum into the new year.
 
During this Loyalty University session, Christine Strowbridge, Sr. Director of Client Services, and Marie DeLeo, Director of Strategic Consulting at Kobie, will share best practices and key strategies to help brands maximize holiday readiness and get a head start on 2024 planning.  
 
Session Key Takeaways:

• Fine-tune your holiday loyalty strategy in three key areas.
• Make actionable tweaks to enhance the member experience.
• Extend momentum beyond the holiday season.
• Understand the benefits of a strategy-led, technology-enabled program in supporting business goals.

Overview: The continuously evolving landscape of data and privacy regulations has compelled brands to reassess their approaches to data collection, management, and communications, all of which have a significant impact on customer loyalty strategies. In mid-2023, Loyalty360 conducted a comprehensive survey among brand marketers to gain deeper insights into their understanding of diverse privacy laws and regulations, the consequences of these legal frameworks, and the measures that brands have already taken and plan to implement. During this meeting, Loyalty360 will present the key findings, insights, and statistics from its recently published research report, Impacts of Data and Privacy Regulations on Customer Loyalty.
 
** Members should come prepared to discuss any questions, opportunities, and challenges regarding data and privacy regulations, as well as any feedback from the stats included in Loyalty360’s report, available for download here**
Key Takeaways:

• There is a growing emphasis on data and privacy, with loyalty as a crucial avenue for brands to obtain data and understand customer behavior.
• Brand challenges are increasing due to a lack of internal knowledge and expertise, siloed brand teams, and hurdles with integrating changes into loyalty initiatives.
• Customers struggle to understand brands’ data protection policies. While terms and conditions may be available, the terminology remains challenging.

About Loyalty University:
Loyalty University sessions feature supplier/member-led (virtual) workshops for brand members. 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.
 
Session Title: Loyalty360 Loyalty University Session: How to Calculate the Economic Impact (ROI) of Customer Loyalty Strategy and Promotions
Description: Personalized experiences and compelling offers are a top focus for marketing and loyalty teams as they look to bring more value to consumers. Recent research from the Boston Consulting Group shows that shifting 25% of mass marketing spend to personalized offers could potentially increase ROI by 200%. However, it's true that other departments may perceive loyalty efforts as cost centers rather than profit drivers.
With this in mind, brands need a way to effectively estimate the economic value of their loyalty and promotions strategy, both in terms of project cost and overall ROI. 
During this Loyalty University session, Sam Panzer, Industry Strategy Director at Talon.One, will advise brands on how to effectively measure, estimate, and communicate the financial impacts of loyalty strategies, promotions, and offers.
Key Takeaways:

• Metrics and KPIs brands can leverage to define and measure loyalty and promotions success.
• How to determine the potential ROI of your loyalty efforts and promotions while focusing on increasing revenue and efficiency, while minimizing risk.
• Case study examples from leading brands like Eddie Bauer, Bilt Rewards, Jüsto, Carlsberg and more.

Overview: Earlier this year, Loyalty360 surveyed Brand Members to better understand their perspectives on challenges with and opportunities for emotional loyalty. The results highlight the growing significance of emotional connections in fostering customer loyalty, with many marketers emphasizing establishing meaningful relationships with their customers. During this meeting, Loyalty360 will present the key findings, insights, and statistics from its 2023 State of the Industry report on Emotional Loyalty.
 
** Members should come prepared to discuss any questions, opportunities, and challenges regarding emotional loyalty, as well as any feedback from the stats included in Loyalty360’s report, available for download here**
Key Takeaways:

• There is a significant and growing interest in emotional loyalty. Therefore, marketers believe that a standard definition of emotional loyalty is needed.
• Marketers understand the importance of emotional loyalty, but brands face challenges in achieving it.
• The lack of dedicated KPIs, metrics, and benchmarks for customer loyalty makes measuring ROI and competing for internal resources a significant hurdle.

Overview: This Loyalty360 Roundtable discussion is open to Loyalty360 Brand Members who are currently utilizing or considering Epsilon’s services/technology for their customer loyalty strategies and programs. Members are encouraged to share their experiences, perspectives, challenges, and opportunities related to the platform/services, as well as provide input on desired enhancements or features they would like to see.
 
As with other Loyalty360 Roundtable sessions, this meeting will only include Loyalty360 Brand Members.  
 
If you have any specific questions you would like to address during the meeting, forward them to Loyalty360 and we will include them in the meeting agenda.
 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

About Loyalty University:
Loyalty University sessions feature supplier/member-led (virtual) workshops for brand members. 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.
 
Session Title: Loyalty360 Loyalty University Session: Data, Digital, and Delivering Results
 
Description: Consumer expectations are rapidly changing as a result of brands’ focus on “digital transformation.” From e-commerce to mobile, enhanced personalization efforts, a focus on convenience, and more – understanding consumers and their preferences has become critical for marketers. However, this cannot happen without the right data strategy. While there is no shortage of tools that can assist in these efforts, many marketers are asking what data to collect, what processes to put in place, and how to best utilize this data within their loyalty efforts.
 
During this session, Stephanie Meltzer-Paul, EVP of Loyalty for Mastercard, will introduce the various ways brands leverage data and analytics within their loyalty strategies and include use case examples on the power of zero-party data and data strategies that can drive customer loyalty.
 
Key Takeaways:

• Data considerations to enable a strong user experience.  
• Opportunities to incorporate zero-party data as part of a customer loyalty strategy.
• Data-driven engagement strategies to keep customers coming back.

Overview: Many Loyalty360 members are considering adding, or have implemented, a premium, paid, or subscription offerings/tiers to their customer loyalty efforts. This meeting will allow a discussion of the challenges and opportunities pertaining to premium, subscription, and paid loyalty. 
 
** Members should come prepared to discuss approaches and opportunities related to subscription, premium, and or/paid loyalty strategies, along with the discussion topics below **
 
Key Discussion Topics:
 

• Managing an existing loyalty program/strategy with a paid tier or subscription component
• Customer and member research – understanding if premium, paid, and/or subscription is right for your audience
• What members value and look for in paid loyalty programs
• Cost and pricing considerations for the program
• Tools and resources needed to implement a paid loyalty program

 
If there are additional topics you would like us to consider for subsequent meetings on paid or subscription loyalty, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Overview: This Loyalty360 Digital Roundtable will focus on new and innovative technologies brands have launched or are looking to add to their customer loyalty strategies. Meeting topics will cover how Loyalty360 members are looking at emerging/innovative technologies focused on data management, experiences, personalization, digital currency, cryptocurrency, web3, NFTs, etc. to differentiate their loyalty programs/strategies.  
 
Key Discussion Topics: 

• Types of new and emerging technologies brands would like to know more about
• Planned technology enhancements for the remainder of 2023/into 2024
• New technologies launched/introduced over the last 12 months
• Challenges and opportunities with new technologies
• What are program members/customers asking for?

 
If there are additional topics you would like us to consider for subsequent meetings on new and emerging technologies, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching new and emerging technologies that can support or enhance their customer loyalty efforts.

Overview: In brands’ effort to differentiate themselves and connect with consumers on a deeper level, corporate social responsibility (CSR) initiatives have emerged as a significant opportunity for marketers. This Roundtable discussion invites Loyalty360 Brand Members to share their firsthand experiences with CSR-focused initiatives within their organizations, including successful approaches, challenges encountered, insights on integrating CSR into loyalty strategies, and more.
 
** Brand members should come prepared to discuss CSR and customer loyalty best practices, along with the key discussion topics below **
 
Key Discussion Topics:
 

• Evolution of CSR: Has corporate social responsibility gained greater prominence within your organization over the past few years?
• Prioritized CSR Initiatives: Which CSR initiatives have been given priority, and what has proven to be effective? What untapped opportunities exist?
• Authentic CSR Partnerships: Strategies for launching CSR-focused partnerships in an authentic manner.
• Benefits and Success Measurement: How do brands define and measure the success of their CSR initiatives?

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Session Speakers: Amanda Jamerson, Sr. Director of Hilton Honors and Devin Kaltenbach, Sr. Director – Hilton Honors Program Design & Expansion for Hilton – Hilton’s Amanda Jamerson and Devin Kaltenbach will start this Brand Member Roundtable session by sharing Hilton’s approach to lifetime/elite tiers, including opportunities for enhanced personalization efforts, awareness, and customer engagement.
 
Overview: During this Roundtable session, Loyalty360 Brand Members are invited to share and discuss the structure and benefits of a lifetime or elite loyalty tier within their loyalty programs. These exclusive tiers for long-term customers typically include VIP benefits, personalized experiences, and privileged access to special events and promotions. This meeting will also focus on the importance of effective communication and marketing strategies to promote these lifetime/elite tiers and the emotional connection top-tier members have with a particular brand.
 
Key Discussion Topics: 

• Brands with lifetime/elite tiers – earn structure and benefits  
• VIP benefits and experiences brands can offer
• Managing tier benefits and understanding what customers value most
• How to manage tier level/status communications
• Published vs. nonpublished benefits

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Overview: This Loyalty360 Roundtable discussion is open to Loyalty360 Brand Members who are currently utilizing or considering Kobie’s services/technology for their customer loyalty strategies and programs. Members are encouraged to share their experiences, perspectives, challenges, and opportunities related to the platform/services, as well as provide input on desired enhancements or features they would like to see.
 
As with other Loyalty360 Roundtable sessions, this meeting will only include Loyalty360 Brand Members.  
 
If you have any specific questions you would like to address during the meeting, forward them to Loyalty360 and we will include them in the meeting agenda.
 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Overview: During this Loyalty360 Brand Member Roundtable discussion, members are invited to share their perspectives on artificial intelligence (AI) and its current/future impacts on customer loyalty programs, strategies, and brands’ overall marketing efforts. Members are asked to share use cases of AI, along with challenges and limitations marketers encounter when adopting new technologies.
 
** Members should come prepared to discuss perspectives, opportunities, and challenges focused on AI and its impacts on customer loyalty programs and strategies, along with the key discussion topics below.
 
Key Discussion Topics:

• Use cases for AI within customer loyalty programs and overall brand marketing/strategy
• Feedback and suggestions on AI tools for marketers (ChatGPT, AI imaging, voice assistants, reporting tools, etc.)
• Leveraging AI/new technologies to enhance customer experience without losing personalized/human connections
• Challenges brands have faced in leveraging new technologies/reluctance to embrace new technologies?
• Ideas/plans for future use of AI within customer loyalty strategies

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 

Session Speaker: Karen Szarvas, Sr. Director CRM and Loyalty, The Vitamin Shoppe – The Vitamin Shoppe’s Karen Szarvas will kick off this Brand Member Roundtable session by sharing The Vitamin Shoppe’s approach to influencer marketing, including social media partnerships, in-store events, and the opportunities for expanding their customer base.
 
**Watch a preview of the September 15^th meeting with The Vitamin Shoppe here: https://youtu.be/TfrQRvyWJ10?si=zlJI_9LMbY7yyze2
 
Overview: During this Loyalty360 Brand Member Roundtable discussion, members are invited to share their perspectives on influencer marketing and opportunities for loyalty programs. By leveraging connections that influencers have with their audiences, marketers have the opportunity to increase brand visibility and awareness, while engaging their existing, and potentially new customers.  
 
Key Discussion Topics:

• Examples of brand partnerships with influencers – what’s driving customer engagement?
• Measuring the return and impacts of influencer marketing/partnerships
• Integrating influencers/partnerships into your brand and loyalty strategy – where to get started?

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about how they are approaching influencer marketing and what’s working or suggestions from within your organization.  

Overview: Data and privacy regulations and legislation have had a significant impact on customer loyalty programs. These regulations, such as the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA), have introduced stricter guidelines for the collection, use, and storage of customer data. As a result, businesses have had to implement more transparent and secure practices, gaining customers' trust and loyalty by prioritizing their privacy concerns and offering enhanced data protection measures within their loyalty programs.
 
Key Discussion Topics:

• How brands are adapting to the evolving nature of privacy regulations
• Managing the requirements of domestic and international regulations with input from internal and external stakeholders
• The impact of privacy laws and regulations on customer loyalty initiatives
• Staying updated on changing requirements and effectively communicating them internally

 
 
Session Speaker: Josh Mayo, Senior Corporate Counsel, Cracker Barrel – Cracker Barrel’s Josh Mayo will kick off this Brand Member Roundtable session by sharing Cracker Barrel’s approach to managing various privacy regulations and their impacts on the brand’s customer loyalty efforts.
 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching privacy regulations and impacts on customer loyalty strategies.

Overview: Managing international customer loyalty programs presents numerous challenges for brands, including varying customer preferences, data privacy regulations, redemption terms, communication management, and program structure. However, these challenges also provide opportunities for brands to cultivate stronger customer relationships and foster brand loyalty globally. In this roundtable session, brands are invited to share their perspectives and experiences regarding the launch and management of cross-border/international loyalty programs and strategies.
 
Key Discussion Topics:

• Brands with international loyalty programs: Sharing successful practices and addressing major challenges.
• Managing international communications and promotions.
• Cross-border redemption: Opportunities and challenges.
• Approaches of brands navigating diverse data privacy regulations and best practices.

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Overview: During this Loyalty360 Roundtable, brand members are invited to discuss the brands they are most loyal to and the reasons behind their loyalty. Participants will explore what they appreciate about these brands' loyalty programs or strategies, share suggestions for improvement, and brainstorm ways to incorporate successful elements into their own loyalty strategies.
 
Key Discussion Topics: 
 

• What are characteristics/loyalty drivers of top-notch loyalty programs?
• What do brands enjoy most or find most appealing about other loyalty programs? Benefits, rewards, communications, user experience, etc.?
• Valuable insights and experiences with top loyalty programs and strategies.
• Approaches for driving emotional loyalty and connections with members.

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Overview: This Loyalty360 Roundtable discussion is open to Loyalty360 Brand Members who are currently utilizing or considering Oracle/Crowdtwist's technology for their customer loyalty strategies and programs. Members are encouraged to share their experiences, perspectives, challenges, and opportunities related to the platform, as well as provide input on desired enhancements or features they would like to see.
 
As with other Loyalty360 Roundtable sessions, this meeting will only include Loyalty360 Brand Members.  
 
If you have any specific questions you would like to address during the meeting, forward them to Loyalty360 and we will include them in the meeting agenda.
 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Overview: During this Loyalty360 Brand Member Roundtable discussion, brand members will openly discuss their current top challenges, how these challenges have evolved in recent years, offer advice to fellow members, and share their strategies for addressing future changes and obstacles.
 
Key Discussion Topics:

• What’s the biggest challenge you face in your customer loyalty efforts? What “keeps you up at night?”
• How have these challenges have transformed over the past 1-2 years, considering the dynamic landscape of customer loyalty and the factors that have contributed to the shift.
• What do you think is the next “big thing” for customer loyalty and how is your brand preparing?
• Opportunity to discuss the role of consulting or agency partners in assisting brands in navigating challenges, exploring the strategies, tools, or resources that have proven beneficial.

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Overview: Personalization, segmentation, and cadence management play a crucial role in customer loyalty programs. As one-to-one relationships become increasingly vital for loyalty success, understanding the technologies, processes, and best practices related to personalization is paramount. In this Roundtable discussion, Loyalty360 Brand Members are invited to share their experiences of incorporating personalized experiences, communications, rewards, and more into their loyalty strategies. Additionally, the meeting will focus on best practices and insights regarding the launch and enhancement of brand-level or loyalty-specific preference centers.
 
Key Discussion Topics:
 

• Personalization Technologies: Members' usage and considerations of platforms related to personalization, including AI/Machine Learning, personalized video, personalized rewards, experiences, offer management, and personalized content/communication.
• Preference Center Management: Brands that have implemented preference centers will discuss what's working well, areas for improvement, and desired changes.
• Integration Challenges and Opportunities: Exploration of internal or external IT constraints that impact the integration of personalization technologies and strategies.
• Measurement: Evaluation of the cost, profitability, and return on investment (ROI).

 
 
If there are additional topics you would like us to consider for subsequent meetings on personalization and preference centers, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching personalization within their organizations
 

Overview: Understanding the factors that contribute to customer loyalty is crucial for marketers seeking to cultivate loyal customers. While these drivers may differ across brands, it is essential for marketers to embrace what motivates their most loyal customers. In this roundtable discussion, Loyalty360 Brand Members are encouraged to share insights on the key drivers of customer loyalty within their organizations, including personalization, customer experience, rewards, authenticity, and emotional loyalty, and discuss their unique approaches to each of these factors.
 
Key Discussion Topics: 

• Key drivers of customer loyalty for your brand’s organization and how your team is approaching them
• Prioritizing personalization through loyalty strategies, rewards, communications, and experiences
• How brands are leveraging customer feedback to better understand expectations and preferences
• Leveraging drivers to creating emotional connections and emotional loyalty in an authentic manner

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Overview: This Loyalty360 Brand Member Roundtable will focus on how brands are planning for and navigating "next generation" customer engagement strategies. As customer expectations and preferences continue to evolve, brands must adapt their loyalty strategies accordingly. The discussion will revolve around identifying the next "big thing" that brands are prioritizing to keep their members engaged.
 
Key Discussion Topics:
 

• Managing changing customer preferences and expectations
• Gathering customer feedback and conducting customer research to understand what loyalty members are asking for
• How are brands navigating digital transformations and what strategies are proving successful?
• Exploring the "wish list" and roadmap for customer engagement tools and capabilities
• Identifying new technologies and platform changes that interest brands in enhancing customer engagement

 
Session Speaker: Zim Maizlin, Senior Director of Loyalty and CRM for Tim Hortons - Tim Horton’s Zim Maizlin will kick off this Brand Member Roundtable session by sharing Tim Horton’s approach to next generation customer experience and engagement and how the brand is working to implement new technologies and program enhancements to drive customer loyalty.
 
 
**If there are additional topics or questions you would like us to consider for this or subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Overview: This meeting will focus on members’ experiences, concerns, and impacts of fraud and gaming within customer loyalty programs. Individuals who are running customer loyalty programs see increased manners and frequency of loyalty program fraud and internal/external gaming. During this meeting, members can share their insights, challenges, and opportunities for standard operating procedures, internal and external training, manners by which to limit impacts of fraud, and current or potential fraud prevention technology partners.
 
Key Discussion Topics: 

• What types of fraud (targeted attacks, fraudulent receipt uploads, etc.) are you seeing?
• Instances of fraud/program gaming associated within your program?
• How are brands preventing or monitoring certain types of fraud (Order returns (earn/burn/return), account takeovers, etc.)?
• Employee Fraud – what are brands seeing? Are there new efforts to address employee fraud/gaming?
• How should we as an industry be discussing fraud/gaming (payment/transaction fraud, other areas of concern)?

 
If there are additional topics you would like us to consider for subsequent meetings on Customer Loyalty Fraud/Gaming, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Session Speaker: Devin Kaltenbach, Sr. Director – Hilton Honors Program Design & Expansion for Hilton – Hilton’s Devin Kaltenbach will start this Brand Member Roundtable session by sharing Hilton’s approach to B2B customer loyalty, including opportunities for partnerships, awareness, and customer engagement.
 
Overview: There is a growing interest in B2B customer loyalty programs and strategies, as are the number of members of Loyalty360 who are administering them. This meeting will serve as a forum for those in the industry to discuss challenges and opportunities unique to B2B customer loyalty, allowing others to learn and share in the discussion.
 
Key Discussion Topics: 

• Current or planned B2B programs – program structure and overview
• B2B vs. B2C programs – challenges and opportunities
• B2B program partnerships
• Driving awareness and engaging members

 
If there are additional topics you would like us to consider for subsequent meetings on B2B Customer Loyalty, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching B2B customer loyalty within their organizations.

Overview: The state of the economy and its potential to impact a brand’s customer experience and customer loyalty efforts is a growing topic of conversation for brand members. Loyalty360 is hearing from brands who feel their sales will remain strong, some with sales forecasts that look challenged, and many holding the status quo. This meeting will allow brands to discuss what they see within their organization, their industry, what they forecast for the remainder of 2023/into 2024, and how they plan to adapt, primarily via their customer loyalty program.
 
Key Discussion Topics: 

• How are individual brands looking at the economy?
  • How are sales forecasts looking within the organization?
  • Concern for inflation rising, staying the same, or decreasing?
• Changes in customer behavior?
  • Purchase behavior (different product purchase or frequency)
• How can customer loyalty programs (currency, rewards, content) impact behavior? 
  • Programs or promotions that are working to impact or influence behavior.
• Interest in new reward opportunities
  • Personalized rewards, experiences, content, or offers?
• Promotional opportunities afforded by the current economy and future projections.
  • What is working?
• How does the current economic state impact the customer loyalty program?
• How does the current micro/macro environment impact employee engagement, staffing levels, and hiring for the customer loyalty team?
• Impacts on program measurement/performance.

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching economic uncertainty and impacts on or opportunity for customer loyalty strategies.

Overview: This Loyalty360 Brand Member Roundtable will center around mobile and app best practices in the context of customer loyalty programs. With a focus on enhancing overall customer experience and navigating digital transformations, the discussion will emphasize the importance of seamless design and intuitive user experiences. Loyalty360 members are encouraged to share their insights, share experiences/challenges, and discuss lessons learned regarding mobile, digital, and app-related customer loyalty initiatives.
 
Key Discussion Topics:
 

• Experiences with launching or revamping a mobile or app-based experience to complement a loyalty program or strategy
• Navigating digital transformation and focusing on overall customer experience
• User-experience best practices – what is working for brands? What’s not working?
• Educating members on a mobile or app-based experience – what are ways to get members more engaged digitally?

 
**If there are additional topics or questions you would like us to consider for this or subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Overview: During this Roundtable session, Loyalty360 Brand Members are invited to share and discuss best practices and strategies for managing tiered loyalty programs. This comprehensive discussion will cover various aspects, including program structure, rewards and benefits, communications, tier upgrades/downgrades, and maintaining customer engagement throughout different levels of your loyalty strategy. Participants will have the opportunity to exchange insights and learn from each other's experiences to enhance their own loyalty programs.
 
Key Discussion Topics: 

• Managing tier benefits: Gaining a deep understanding of what your customers value most and identifying effective strategies to continually evaluate and optimize benefits to drive engagement and retention.
  • ROI and driving program incrementality.
• How to manage tier level/status communications: Crafting the right messaging and communication frequency to keep customers informed, engaged, and motivated to progress through different loyalty tiers.
• Best practices on upgrading and downgrading members' tiers: Sharing successful approaches to upgrading members to higher tiers as well as handling tier downgrades with care and maintaining customer satisfaction.
  • Proactively managing customers on the verge of tier promotion or potential risk/downgrades.
• Published vs. non-published tiers: Exploring the pros and cons of making tier levels public or keeping them internal, and the impact on customer perception and motivation.
• How to include premium/subscription type programs: Benefits and best practices for adding a paid, premium, or subscription tier to your loyalty strategy.

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know. We value your input and look forward to your feedback!

About Loyalty University:
Loyalty University features supplier/member-led (virtual) workshops for brand members. 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.
 
Session Title: Loyalty360 Loyalty University Session: The Power of Zero-Party Data for Customer Loyalty Strategies
 
In this Loyalty360 Loyalty University session, we will explore the power of zero-party data and its impact on customer loyalty strategies.
 
With the ever-increasing need for brands to cultivate emotional loyalty, focus on personalization, and establish a compelling value exchange with customers, the shift towards zero-party data has become essential. However, for most brands, the concept of zero-party data may be new and unfamiliar territory, leaving many marketers asking where to begin.
 
During this hands-on workshop session, Pam Erlichman from Jebbit will introduce the various ways brands are leveraging interactive engagements and brand experiences to capture zero-party data. Attendees will learn how to gain deeper insights about their customers and build personalized experiences at scale in a simple yet impactful manner.
 
Key Discussion Topics:

• Potential experiences that best align to your brand's marketing objectives, while creating value and driving engagement.
• What data matters most to your brand in order to successfully personalize communications, offers, and rewards?
• How to activate the data you have to drive ROI.

Speaker: Pam Erlichman, Chief Evangelist Officer for Jebbit
 
About Jebbit: The Jebbit platform enables anyone to quickly build beautiful interactive experiences that capture zero-party data. From product matches and personality quizzes to trivia, look books and more the Jebbit platform drives high engagement by providing consumers with immediate value in exchange for relevant information about their motivations, interests, and preferences. Jebbit’s clients use the company’s platform to better understand their consumers and drive revenue.

Overview: Data and privacy regulations and legislation have had a significant impact on customer loyalty programs. These regulations, such as the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA), have introduced stricter guidelines for the collection, use, and storage of customer data. As a result, businesses have had to implement more transparent and secure practices, gaining customers' trust and loyalty by prioritizing their privacy concerns and offering enhanced data protection measures within their loyalty programs.
 
Key Discussion Topics:

• How brands are adapting to the evolving nature of privacy regulations
• Managing the requirements of domestic and international regulations with input from internal and external stakeholders
• The impact of privacy laws and regulations on customer loyalty initiatives
• Staying updated on changing requirements and effectively communicating them internally

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching privacy regulations and impacts on customer loyalty strategies.

Overview: This Loyalty360 Brand Member Roundtable will focus on a “half year in review,” with members sharing success stories, updates on program/strategy enhancements, and plans for the remainder of 2023, including new campaigns, reward offerings, partnerships, and more.
 
Key Discussion Topics:

• Program/strategies updates implemented in 2023
• Navigating economic uncertainty – brand success with promotions, campaigns, rewards, etc.?
• Future program and strategy plans – remainder of 2023 into 2024
• Interest in new technology, agencies, and partnerships?
• Measuring and defining success for the remainder of 2023

 
**If there are additional topics or questions you would like us to consider for this or subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Overview: There is a growing interest in how to use co-brand and Private Label Credit Cards (PLCC) most effectively within customer experience and customer loyalty efforts. Many brands would like to understand how to create more engagement, enhance their offerings, and integrate credit card benefits/rewards into their customer loyalty efforts.
 
Key Discussion Topics:

• Successful cardholder promotion structures and rewards
• Where are brands seeing success with deepening card member penetration?
• Other benefits - If members can use outside the store, what are the benefits?
• Credit Card behavior and trends with members
• Marketing and promoting credit card benefits

 
If there are additional topics you would like us to consider for subsequent meetings on credit card programs/rewards and customer loyalty, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching challenges and opportunities pertaining to PLCC and Co-Brand credit cards.

About Loyalty University:
Loyalty University features supplier/member-led (virtual) workshops for brand members. 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.
 
Session Title: Building Emotional Loyalty with Personalized Video
With the increasing sophistication of customer relationship management and data-driven personalization, the modern consumer now has lofty expectations when it comes to the brands they support, expecting them to truly understand their unique needs, interests, and preferences. While investments in CRM and personalization continue to trend at all-time highs, the same can be said for brand investments in video. Video's innate ability to capture attention, convey emotion, and deliver storytelling in a way that other mediums cannot has made it a must-have in any brand's toolbox.
 
Previously a one-size-fits-all medium, video has evolved to be a dynamic experience that provides a custom-tailored, VIP experience to each and every viewer. During this Loyalty University session, Jamie Jarboe of Idomoo will introduce personalized video and provide examples of how brands can leverage the technology throughout the customer lifecycle to build emotional loyalty and ensure customer retention.
 
Key Takeaways:

• Overview of personalized video — what is it, what’s working, where will it be in the next few years?
• Incorporating video into your brand’s personalization and customer engagement strategy – where can brands start?
• Success stories and case study examples of brands leveraging personalized videos to drive customer loyalty and emotional connections with loyalty members.

Speaker: Jamie Jarboe, VP of Sales and Strategic Accounts, Idomoo
 
About Idomoo: Idomoo blends data with video to let you connect with customers in a way that’s personal and relevant. Personalized Video at scale has proven to dramatically cut support call volumes, improves cross-selling, and builds loyalty. Adding advanced interactivity lets users customize their video in real time, delivering a truly one-of-a-kind digital experience to each customer. Idomoo’s secure, fully open Next Generation Video Platform with built-in automation tools makes it easy, so you can launch campaigns quickly on your own or let us handle the details. This 1:1 digital communication is proven effective, supporting a wide range of industries with clients that include Google, American Airlines, Oracle, JP Morgan Chase, Citibank, Wells Fargo, Activision-Blizzard, Ubisoft, American Express, and over 100 more.

Overview: Recap of key trends and discussion points from the 2023 Loyalty360 Loyalty Expo. Brand members that attended the conference are invited to bring feedback on sessions, networking events, etc. All members are welcome to bring ideas and suggestions for future conferences, sessions, speakers, and events.
 
Key Discussion Topics: 

• Trends mentioned during the conference and how brands are adapting:
  • Emotional Loyalty
  • Non-Transactional Loyalty Strategies
  • Leveraging Loyalty During Uncertain Times
  • Personalization
  • Emerging Technologies

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 

Overview: This Loyalty360 Brand Member Roundtable will cover commonly used customer loyalty metrics and KPIs by brands, valuable insights on metrics, and challenges in measuring customer loyalty effectively. Brand members are invited to share experiences, commonly used metrics within their own organizations, and discuss strategies for improving customer loyalty measurement.
 
Key Discussion Topics: 

• Examples of commonly used customer loyalty metrics and KPIs by brands
• Insights on metrics brands find valuable
• Specific questions or challenges that brands are facing in measuring customer loyalty effectively
• Metrics or KPIs that could provide deeper insights – what would you like to measure?
• Tracking behavioral and emotional metrics – how are brands defining and measuring emotional loyalty?

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching customer loyalty metrics and KPIs within their organizations

Overview: There is a growing interest in emotional loyalty and how brands can build successful customer loyalty/engagement efforts to build emotional connections with members. This meeting will serve as a forum for Loyalty360 members to discuss challenges and opportunities pertaining to emotional loyalty, understand how others define emotional loyalty, and approaches to creating and sustaining emotional connections with customers. 
 
Key Discussion Topics: 

• Challenges of Emotional Loyalty
• Defining Emotional Loyalty
• Measurement and Data Points
• Defined or Understood Stages of Emotional Loyalty
• Traits of Brands w/ Large Amounts of Emotional Loyalists
• Driving Emotional Loyalty in an era of increased Privacy and customer expectations.

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching emotional loyalty within their organizations

Overview: Personalization, Segmentation and Cadence Management are important considerations for customer loyalty programs. Effective Customer Loyalty Programs are predicated on effective personalization strategies that create an effective engagement paradigm for the program early and adapt throughout the lifecycle of the customer and program thru promotional campaigns, operative data driven segmentation and appropriate engagement through measurable cadence management, listening and response process, all while being to do it at scale with limited resources and potential challenged around technology integration.
 
Key Discussion Topics: 

• Personalization Technologies - Platforms members are using or considering
  • AI/Machine Learning
  • Personalized Video
  • Personalized Rewards, Experiences, and Offer Management
  • Personalized Content/Communication
• How brands are looking at segmentation to drive personalization
• Integration challenges or opportunities (Internal or External IT constraints)
• Measurement: Cost/Profitability/ROI

 
 
If there are additional topics you would like us to consider for subsequent meetings on personalization, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching personalization within their organizations

About Loyalty University:
Loyalty University features supplier member-led (virtual) workshops for brand members. As brands have shared a desire for continuing education opportunities, Loyalty University sessions will focus on customer loyalty trends and best practices, while allowing brand members to interact with presenters and other brands during a live presentation.
 
Session Title: The State of Web 3.0 and Customer Loyalty
 
Much has changed over the past two years regarding Web 3.0. This session will give marketers running customer loyalty programs an overview of Web 3.0 in customer loyalty, what has changed, what is working, and where the industry may be going. Chris Miller, Chief Revenue Officer at Flaunt will lead the discussion. Chris will define Web 3.0, share insights from leading brand applications to date, and discuss how loyalty marketers can leverage these new technologies.

Key Takeaways: 

• How Web 3.0 has changed over the past several years
• What Web 3.0 technologies are more relevant and of interest to brand marketers today
• Potential opportunities for marketers and customer loyalty strategies
• How to consider ROI/potential return on technology investments 
• KPIs and metrics - how to measure success

 
Speaker: Chris Miller, Chief Revenue Officer at Flaunt
 
About Flaunt: Flaunt is an enterprise loyalty management platform that helps brands enhance their loyalty experiences using web3 technology. With software & services, Flaunt is enabling companies like Wow Bao, Scotch & Soda, and Almost Friday Media to manage, integrate, and measure web3 loyalty programs featuring new technologies (e.g. blockchain, NFTs, and virtual currencies) and strategies to engage modern consumers (e.g. multiplayer gamification, co-creation with a community, tradable brand collectibles).

Overview: Recap of key trends and discussion points from the 2023 Loyalty360 Loyalty Expo. Brand members that attended the conference are invited to bring feedback on sessions, networking events, etc. All members are welcome to bring ideas and suggestions for future conferences, sessions, speakers, and events.
 
Key Discussion Topics: 

• Trends mentioned during the conference and how brands are adapting:
  • Emotional Loyalty
  • Non-Transactional Loyalty Strategies
  • Leveraging Loyalty During Uncertain Times
  • Personalization
  • Emerging Technologies

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Overview: There is a growing interest in B2B customer loyalty programs and strategies, as are the number of members of Loyalty360 who are administering them. This meeting will serve as a forum for those in the industry to discuss challenges and opportunities unique to B2B customer loyalty, allowing others to learn and share in the discussion.
 
Key Discussion Topics: 

• Current or planned B2B programs – program structure and overview
• B2B vs. B2C programs – challenges and opportunities
• B2B program partnerships
• Driving awareness and engaging members

 
If there are additional topics you would like us to consider for subsequent meetings on B2B Customer Loyalty, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching B2B customer loyalty within their organizations.

Overview: Brand heath focuses on the measurement of how well a company delivers on its “brand promise”, inclusive of the product/service it offers and the perceived value and quality to customers. A healthy brand will deliver memorable, consistent, and differentiated customer experiences.
 
During this Digital Roundtable session, we’ll discuss members’ interest in or experience with brand/loyalty program health measurement, tracking, and best practices. 
 
Key Discussion Topics:

• Importance of measuring brand/loyalty program health
• Gathering customer feedback and insights on overall brand and loyalty efforts
  • Survey techniques, tools, and questions asked
• Brand/loyalty health tracking tools and monitoring
  • Brand/loyalty health KPIs and metrics
• Loyalty versus convenience – are customers truly loyal to your brand?

 
**If there are additional topics or questions you would like us to consider for this or subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared for an open discussion with other Loyalty360 Brand Members on the topics above. Please feel free to suggest other topics or bring additional questions to the meeting on 5/25.

Overview: There is a growing interest in brand-to-brand partnerships as a valuable resource for customer loyalty programs, especially as brands looks to differentiate themselves and bring additional value to their members in unique ways. During this meeting, we will discuss the opportunity for brand partnerships, best practices, challenges, and ways to market these relationships.  
 
Key Discussion Topics: 

• Do brand partnerships have an increased focus within your program?

• Success stories/advice for other brands?

• Managing partnerships and loyalty programs/customer experience

• Promoting and marketing partnerships

• Partnership challenges and opportunities

• Setting up new partnerships/partnership network

• Managing expectations and alignment

 
If there are additional topics you would like us to consider for subsequent meetings on brand partnerships, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching brand partnerships as part of their customer loyalty efforts.
 

About Loyalty University:
Loyalty University features supplier member-led (virtual) workshops for brand members. As brands have shared a desire for continuing education opportunities, Loyalty University sessions will focus on customer loyalty trends and best practices, while allowing brand members to interact with presenters and other brands during a live presentation.
 
Session Title: Knowing When and How to Reenergize Your Loyalty Program
 
Marketers understand that they cannot afford to take a “set it and forget it” approach to customer loyalty programs and strategies. But how do you know when it is the right time to update your loyalty strategy or bring new life to offers, rewards, and member benefits?
 
During this Loyalty University session, the team at Cheetah Digital by Marigold will walk Loyalty360 Brand Members through best practices, KPIs, and case studies on knowing when and how to reenergize your loyalty program.
 
Key takeaways:
• Introducing KPIs to ensure your brand is on track – or how to determine if it’s time for a “refresh”
• How to get started with a data-driven approach to program design evolution
• The key loyalty metrics your brand should keep in mind to measure success, from launch to the long-term
 
Speakers: Roger Williams, Director, Client Success and Paul Hebert, Director of Enterprise Strategy, Cheetah Digital by Marigold
 
About Cheetah Digital by Marigold: Cheetah Digital by Marigold is the leader in Relationship Marketing solutions enabling global enterprise brands to acquire, understand, engage and retain customers across the entire lifecycle. By bridging the gap between data and contextual engagement, Cheetah Digital ensures that you can easily understand your customer, activate insights, and deliver a unique value exchange across all channels and touchpoints. Many of the world’s best brands trust Cheetah Digital to create personalized experiences and drive revenue throughout their marketing programs. For more information, visit www.cheetahdigital.com.

Overview: The state of the economy and its potential to impact a brand’s customer experience and customer loyalty efforts is a growing topic of conversation for brand members.
 
Loyalty360 is hearing from brands who feel their sales will remain strong, some with sales forecasts that look challenged, and many holding the status quo. This digital round table will allow brands to discuss what they see within their organization, their industry, what they forecast for the remainder of 2023, and how they plan to adapt, primarily via their customer loyalty program.
 
Key Discussion Topics: 

• How are individual brands looking at the economy?
  • How are sales forecasts looking within the organization?
  • Concern for inflation rising, staying the same, or decreasing?
• Changes in customer behavior?
  • Purchase behavior (different product purchase or frequency)
• How can customer loyalty programs (currency, rewards, content) impact behavior? 
  • Programs or promotions that are working to impact or influence behavior.
• Interest in new reward opportunities
  • Personalized rewards, experiences, content, or offers?
• Promotional opportunities afforded by the current economy and future projections.
  • What is working?
• How does the current economic state impact the customer loyalty program?
• How does the current micro/macro environment impact employee engagement, staffing levels, and hiring for the customer loyalty team?
• Impacts on program measurement/performance.

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching economic uncertainty and impacts on or opportunity for customer loyalty strategies.
 

Overview: This meeting will focus on members’ experiences, concerns, and impacts of fraud and gaming within customer loyalty programs. Individuals who are running customer loyalty programs see increased manners and frequency of loyalty program fraud and internal/external gaming. During this meeting, members can share their insights, challenges, and opportunities for standard operating procedures, internal and external training, manners by which to limit impacts of fraud, and current or potential fraud prevention technology partners.
 
Key Discussion Topics: 

• What types of fraud (targeted attacks, fraudulent receipt uploads, etc.) are you seeing?
• Instances of fraud/program gaming associated within your program?
• How are brands preventing or monitoring certain types of fraud (Order returns (earn/burn/return), account takeovers, etc.)?
• Employee Fraud – what are brands seeing? Are there new efforts to address employee fraud/gaming?
• How should we as an industry be discussing fraud/gaming (payment/transaction fraud, other areas of concern)?

 
If there are additional topics you would like us to consider for subsequent meetings on Customer Loyalty Fraud/Gaming, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching loyalty program fraud/gaming within their organizations
 
This is a meeting follow-up from the discussion on 1/19: Loyalty360 Digital Roundtable: https://brandpanel.loyalty360.org/articles/loyalty360-digital-roundtable-customer-loyalty-fraud-gaming-1-19-23

Topic: How to communicate bad news to customer loyalty members!
 
Speaker / Session lead: John Sellers – SVP – Bank of America Rewards
 
Overview: In a rewards program, you have meet certain requirements. People move up the tiers on a consistent process (sometimes monthly), and then once a year they must check their status. These customers need to meet certain requirements on a yearly basis to keep their status. How do you manage the communication cadence, manage bad news, and potentially allow for exceptions. What are the tactics to communicate in this scenario, especially if they run a multi-tier program.
 
Topics:
 

• How to manage the verbiage / communication (Restore your balances to X and we will do Y)
• Do you address it or not?
  • Do you send them early warning signs to let them know?
  • Do you just communicate you achieve the lower tier?
  • Do some brands just not communicate they have “achieved the lower tier?”
• Cadence – how early and often are you are you talking to them to let them know they will not make the tier?

Overview: This meeting will focus on all aspects of the employee engagement/loyalty and the larger organizational impact on customer loyalty programs including, training, socialization, access to data sources, ability to participate in the program, and VoE. Employee engagement is an increasing focus for those with effective customer loyalty efforts and this forum will allow members to discuss what is working, what may not be working, and areas of opportunity to maximize employee engagement. 
 
Key Discussion Topics: 
 

• Opportunities to incorporate employee feedback into loyalty strategies (direct employee feedback and feedback from customers)
• Best ways to share feedback on loyalty efforts across all levels of the organization
• Continuing education/training on customer loyalty for front-line employees (frequency, measurement, training methods)
• Suggestions and best practices on how front-line employees can “sell” the program to potential members
• How to manage employee loyalty/engagement programs
• The challenges and opportunities of managing employee turnover

 
If there are additional topics you would like us to consider for subsequent meetings on Employee Engagement, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching Employee Engagement and Loyalty within their organizations
 
** Link to the previous meeting – Recording and notes can be found in the Brand Panel here: https://brandpanel.loyalty360.org/articles/loyalty360-digital-roundtable-employee-engagement-1-11-23

Overview: During this Digital Roundtable session, participating members will have the opportunity to bring forward their own topics, questions, and discussion trends for the group. Questions can be submitted to Loyalty360 before the session to help build the meeting agenda.
 
Key Discussion Topics Submitted from Brand Members:

• Loyalty program revamps and relaunches
• Best practices for mobile, web, and app experience design
• NFTs/Metaverse/Web3 – how are brands utilizing them and does it make sense for loyalty?
• Additional topics coming soon!

 
**If there are additional topics or questions you would like us to consider for this or subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared for an open discussion with other Loyalty360 Brand Members on the topics above. Please feel free to suggest other topics or bring additional questions to the meeting on 3/2.

About Loyalty University:
Loyalty University features supplier member-led (virtual) workshops for brand members. As brands have shared a desire for continuing education opportunities, Loyalty University sessions will focus on customer loyalty trends and best practices, while allowing brand members to interact with presenters and other brands during a live presentation.
 
Session Title: Time for an Annual Brand Voice Checkup
 
The pandemic accelerated brands toward a new era of personalized service, products, and treatment that customers expect, even demand. This discussion, hosted by Loyalty360 and two creative leaders at The Lacek Group, will help you assess the effectiveness and consistency of your brand’s voice. Is your brand engaging its customers as individuals, meeting them where they are, and making them feel recognized and heard at every touch point?
 
Key takeaways:

• Glean insights from Lacek’s annual brand voice checkup, a time-tested process used for brand clients.
• Identify if your brand voice is effectively—and emotionally—connecting with your best customers right now.
• Learn the importance of being authentic, transparent, and human—and the value of getting back to the story that made your company successful.

 
Speakers: Amy Van Ert Vice, President, Creative Group Director and Shawn Sweeney, Creative Director, The Lacek Group
 
About The Lacek Group: For more than 25 years, The Lacek Group has built an enviable reputation for winning the hearts and minds of customers across multiple marketing channels using customer data to design, build and maintain loyalty and CRM programs for industry-leading clients. Data is at the core of everything we do. We know how to make it come alive. How to glean intelligence and drive business strategy from it. How to build amazingly effective promotions and programs around it. And how to get a true measure of its effectiveness. But we also understand and appreciate people – what motivates them, what makes them loyal, what they expect from brands and what those brands can do to demonstrate loyalty in return. That’s where our award-winning creative group comes into play.
 

Overview: Brand heath focuses on the measurement of how well a company delivers on its “brand promise”, inclusive of the product/service it offers and the perceived value and quality to customers. A healthy brand will deliver memorable, consistent, and differentiated customer experiences.
 
During this Digital Roundtable session, we’ll discuss members’ interest in or experience with brand/loyalty program health measurement, tracking, and best practices. 
 
Key Discussion Topics:

• Importance of measuring brand/loyalty program health
• Gathering customer feedback and insights on overall brand and loyalty efforts
• Brand/loyalty health tracking tools and monitoring
• Brand/loyalty health KPIs and metrics
• Uncovering opportunities and understanding what customers value

 
**If there are additional topics or questions you would like us to consider for this or subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared for an open discussion with other Loyalty360 Brand Members on the topics above. Please feel free to suggest other topics or bring additional questions to the meeting on 3/22.

Overview: There is a growing interest in B2B customer loyalty programs and strategies, as are the number of members of Loyalty360 who are administering them. This meeting will serve as a forum for those in the industry to discuss challenges and opportunities unique to B2B customer loyalty, allowing others to learn and share in the discussion.
 
Key Discussion Topics: 

• Current or planned B2B programs – program structure and overview
• B2B vs. B2C programs – challenges and opportunities
• B2B program partnerships
• Driving awareness and engaging members

 
If there are additional topics you would like us to consider for subsequent meetings on B2B Customer Loyalty, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching B2B customer loyalty within their organizations

Overview: Many Loyalty360 members are considering adding, or have implemented, a premium, paid, or subscription offerings/tiers to their customer loyalty efforts. This meeting will allow a discussion of the challenges and opportunities pertaining to premium, subscription, and paid loyalty. 
 
Key Discussion Topics:
 

• Managing an existing loyalty program/strategy with a paid tier or subscription component
• Customer and member research – understanding if premium, paid, and/or subscription is right for your audience
• What members value and look for in paid loyalty programs
• Cost and pricing considerations for the program
• Tools and resources needed to implement a paid loyalty program

 
If there are additional topics you would like us to consider for subsequent meetings on paid or subscription loyalty, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching challenges and opportunities pertaining to subscription, premium, and or/paid loyalty strategies.

Overview: The state of the economy and its potential to impact a brand’s customer experience and customer loyalty efforts is a growing topic of conversation for brand members.
 
Loyalty360 is hearing from brands who feel their sales will remain strong, some with sales forecasts that look challenged, and many holding the status quo. This digital round table will allow brands to discuss what they see within their organization, their industry, what they forecast for the remainder of 2023, and how they plan to adapt, primarily via their customer loyalty program.
 
Key Discussion Topics: 

• How are individual brands looking at the economy?
  • How are sales forecasts looking within the organization?
  • Concern for inflation rising, staying the same, or decreasing?
• Changes in customer behavior?
  • Purchase behavior (different product purchase or frequency)
• How can customer loyalty programs (currency, rewards, content) impact behavior? 
  • Programs or promotions that are working to impact or influence behavior.
• Interest in new reward opportunities
  • Personalized rewards, experiences, content, or offers?
• Promotional opportunities afforded by the current economy and future projections.
  • What is working?
• How does the current economic state impact the customer loyalty program?
• How does the current micro/macro environment impact employee engagement, staffing levels, and hiring for the customer loyalty team?
• Impacts on program measurement/performance.

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching economic uncertainty and impacts on or opportunity for customer loyalty strategies.

Overview: There is a growing interest in brand-to-brand partnerships as a valuable resource for customer loyalty programs, especially as brands looks to differentiate themselves and bring additional value to their members in unique ways. During this meeting, we will discuss the opportunity for brand partnerships, best practices, challenges, and ways to market these relationships.  
 
Key Discussion Topics: 

• Do brand partnerships have an increased focus within your program?

• Success stories/advice for other brands?

• Managing partnerships and loyalty programs/customer experience

• Promoting and marketing partnerships

• Partnership challenges and opportunities

• Setting up new partnerships/partnership network

• Managing expectations and alignment

 
If there are additional topics you would like us to consider for subsequent meetings on brand partnerships, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching brand partnerships as part of their customer loyalty efforts.

Overview: At a high level, this meeting will focus on new and innovative technologies brands have launched or are looking to add to their customer loyalty strategies. Meeting topics will cover how Loyalty360 members are looking at emerging/innovative technologies focused on data management, experiences, personalization, digital currency, cryptocurrency, NFTs, etc. to differentiate their loyalty programs/strategies.  
 
Key Discussion Topics: 

• Types of new and emerging technologies brands would like to know more about
• Planned technology enhancements for 2023
• New technologies launched/introduced over the last 12 months
• Challenges and opportunities with new technologies
• What are program members asking for?

 
If there are additional topics you would like us to consider for subsequent meetings on new and emerging technologies, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching new and emerging technologies that can support or enhance their customer loyalty efforts.
 
This is a meeting follow-up from the discussion from February 2022: Loyalty360 Digital Roundtable: https://brandpanel.loyalty360.org/articles/loyalty360-digital-roundtable-innovative-reward-offerings-%e2%80%93-2-8-22

Overview: There is a growing interest in emotional loyalty and how brands can build successful customer loyalty/engagement efforts to build emotional connections with members. This meeting will serve as a forum for Loyalty360 members to discuss challenges and opportunities pertaining to emotional loyalty, understand how others define emotional loyalty, and approaches to creating and sustaining emotional connections with customers. 
 
Key Discussion Topics: 

• Challenges of Emotional Loyalty
• Defining Emotional Loyalty
• Measurement and Data Points
• Defined or Understood Stages of Emotional Loyalty
• Traits of Brands w/ Large Amounts of Emotional Loyalists
• Driving Emotional Loyalty in an era of increased Privacy and customer expectations.

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.   

** Members should come prepared to talk about what they are seeing/how they are approaching emotional loyalty within their organizations
 
This is a meeting follow-up from the discussion on 12/7: Loyalty360 Digital Roundtable: https://brandpanel.loyalty360.org/articles/loyalty360-digital-roundtable-emotional-loyalty-12-07-22 

Overview: Personalization, Segmentation and Cadence Management are important considerations for customer loyalty programs. Effective Customer Loyalty Programs are predicated on effective personalization strategies that create an effective engagement paradigm for the program early and adapt throughout the lifecycle of the customer and program thru promotional campaigns, operative data driven segmentation and appropriate engagement thru measurable cadence management, listening and response process, all while being to do it at scale with limited resources and potential challenged around technology integration.
 
Key Discussion Topics: 

• Personalization Technologies - Platforms members are using or considering
  • AI/Machine Learning
  • Personalized Video
  • Personalized Rewards, Experiences, and Offer Management
  • Personalized Content/Communication
• How brands are looking at segmentation to drive personalization
• Integration challenges or opportunities (Internal or External IT constraints)
• Measurement: Cost/Profitability/ROI

 
 
If there are additional topics you would like us to consider for subsequent meetings on personalization, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching Personalization within their organizations
 
** Link to the previous meeting – Recording and notes can be found in the Brand Panel here
 

About Loyalty University:
Loyalty University features supplier member-led (virtual) workshops for brand members. As brands have shared a desire for continuing education opportunities, Loyalty University sessions will focus on customer loyalty trends and best practices, while allowing brand members to interact with presenters and other brands during a live presentation.
 
Session Title: Leveraging the Right Engagement Strategies to Keep Customers Coming Back
To have a truly impactful customer loyalty strategy, brands understand that effectively onboarding and continually engaging customers is crucial to success. However, these engagements have to go beyond mass email campaigns, irrelevant offers, and messaging that will cause customers to tune out. And once they’re gone – they might be gone forever.
 
So how can brands get it right from the start to foster long-term loyalty with their biggest fans? When strategy, technology, and data come together, brands can gradually learn more about their customers and preferences with personalized rewards, content, and communications, providing value for everyone.
 
During this Loyalty University session, Tenerity will share best practices and case studies on how marketers can:
 

• Deliver more value for members through personalized offers, content, and discounts
• Increase engagement with relevant rewards to reduce churn
• Evolve from a transaction-based model towards emotional engagement

 
Speakers: Aidan Lundy, Global Head of Connect Account Management and MD UK, and Eileen Peacock, VP Global Strategic Partnerships, Tenerity
 
About Tenerity: Tenerity provides global clients with intelligent engagement solutions that give customers reasons to connect with a brand, attracting them daily with compelling offers, and not just when they are transacting with a product or service. Tenerity’s multi-layered intelligence structures data to inform both content and context to make offers meaningful and effectively personalize at scale. This results in highly curated, individualized marketing offers and immersive customer experiences. Based in Stamford, Conn., Tenerity operates in 18 countries and our 1400 associates work with more than 2000 clients. For more information, visit http://www.tenerity.com.

Overview: There is a growing interest in how to use co-brand and Private Label Credit Cards (PLCC) most effectively within customer experience and customer loyalty efforts. Many brands would like to understand how to create more engagement, enhance their offerings, and integrate credit card benefits/rewards into their customer loyalty efforts.
 
Key Discussion Topics: 

• Successful cardholder promotion structures and rewards 
• Where are brands seeing success with deepening card member penetration? 
• Other benefits - If members can use outside the store, what are the benefits? 
• Credit Card behavior and trends with members 
• Marketing and promoting credit card benefits

 
If there are additional topics you would like us to consider for subsequent meetings on credit card programs/rewards and customer loyalty, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.   

** Members should come prepared to talk about what they are seeing/how they are approaching challenges and opportunities pertaining to PLCC and Co-Brand credit cards.
 
This is a meeting follow-up from the discussion on 9/1/22: Loyalty360 Digital Roundtable: https://brandpanel.loyalty360.org/articles/loyalty360-digital-roundtable-co-brand-private-label-credit-card-discussion-%e2%80%93-9-1-22  

The world is inundated with loyalty programs. That means LOTS of data. How do you know if your program is doing well? How can you identify program strengths as well as areas for remediation and enhancement?

Most marketers are measuring loyalty solely with retention metrics, unfairly boiling loyalty down into a purely transactional relationship with their customers. Loyalty, however, is much more than that. Make sure you’re accurately tracking both behavioral and emotional metrics.

During this Loyalty University session, Brierley’s Chief Consulting Officer, Don Smith, walks through the most important KPIs your company needs to be measuring right now for a holistic understanding of customer loyalty and program health. The session is comprised of 4 parts:

•    Scorecard & Benchmark: The most common program metrics are reviewed and contextualized by high-level benchmarks
•    Interrogate the Usual Suspects: Lessons for going deeper with the most common behavioral metrics in loyalty and engagement analytics
•    Frame & Score Engagement: for each communications channel, develop simple segments and tracking heuristics
•    Go From NPS To Authentic Emotion: Develop a simple VOC batter of measures to tap/track rational and emotional loyalty to brand/program

Speaker: Don Smith, Chief Consulting Officer, Brierley

Loyalty360 Lunch and Learn: Digital Roundtable where a Loyalty360 brand member will discuss its customer loyalty efforts to educate members on the vision, direction, and opportunities/challenges they face within the program.
 
Presenting Brand: Bloomin Brands (parent company for Outback Steakhouse, Carrabba's Italian Grill, Bonefish Grill, Fleming's Prime Steakhouse & Wine Bar)
 
Title: Building Differentiation & Engagement for New Loyalty Programs
 
Description: The Dine Rewards Loyalty program, serving restaurant brands including Outback Steakhouse, Carrabba's Italian Grill, Bonefish Grill and Fleming's Prime Steakhouse & Wine Bar, just underwent its biggest change since launching several years ago. In March of 2022, the program went from a visits-based system to a points-based offering. 
 
Now that the key program mechanics are live, join the Bloomin' Brands team for an interactive session as they walk through ideas to differentiate their program and build engagement in a low-tech, low barrier way. The first 20 minutes will be a presentation of their program, consumer and ideas. The last 10 minutes will be reserved for candid feedback on their ideas and any relevant experience with these kinds of activations. 

Overview: This meeting will focus on members’ experiences, concerns, and impacts of fraud and gaming within customer loyalty programs. Individuals who are running customer loyalty programs see increased manners and frequency of loyalty program fraud and internal/external gaming. During this meeting, members can share their insights, challenges, and opportunities for standard operating procedures, internal and external training, manners by which to limit impacts of fraud, and current or potential fraud prevention technology partners.
 
Key Discussion Topics: 

• What types of fraud (attack vectors, spam fake reviews, targeted attacks, etc.) are you seeing? 
• Instances of fraud/program gaming associated within your program?
• What technologies or process are you using to identify fraud/employee gaming issues?  
• Fraudster concerns: Account takeover, Point Usage, Returns, Reward re-use.
• Employee Fraud – what are brands seeing? Are there new efforts to address employee fraud/gaming? 
• How should we as an industry be discussing fraud/gaming (payment/transaction fraud, other areas of concern)? 

 
If there are additional topics you would like us to consider for subsequent meetings on Customer Loyalty Fraud/Gaming, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.   

** Members should come prepared to talk about what they are seeing/how they are approaching loyalty program fraud/gaming within their organizations
 
This is a meeting follow-up from the discussion on 7/21: Loyalty360 Digital Roundtable: https://brandpanel.loyalty360.org/articles/loyalty360-digital-roundtable-fraud-and-gaming-%e2%80%93-7-21-22

This is a meeting follow-up from the discussion on 11/9: Loyalty360 Digital Roundtable: Employee Engagement
 
Overview: This meeting will focus on all aspects of the employee engagement/loyalty and the larger organizational impact on customer loyalty programs including, training, socialization, access to data sources, ability to participate in the program, and VoE. Employee engagement is an increasing focus for those with effective customer loyalty efforts and this forum will allow members to discuss what is working, what may not be working, and areas of opportunity to maximize employee engagement. 
 
Key Discussion Topics: 
 

• Socializing and educating employees on the loyalty program
  • Training to “sell” the program to customers
• Opportunities pertaining training employees past initial onboarding, frequency, and how to measure efficacy
  • With what frequency are members conducting training regarding the customer loyalty program and its importance/impacts
• What is working regarding employee training (gamification, rewards, measurement)
• VoE – how are brands soliciting/acquiring employee feedback on the program – and potentially feedback those employees receive from customers.
• How to manage employee loyalty/engagement programs.
• The challenges and opportunities of managing employee turnover

 
If there are additional topics you would like us to consider for subsequent meetings on Employee Engagement, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching Employee Engagement and Loyalty within their organizations
 

It’s predicted that in the next 3 years, 82% of businesses plan to double down on loyalty investment, and 7 out of 10 companies plan on revamping their loyalty programs. Based on this research, it’s clear that a focus on customer loyalty is at the top of the priority list for most marketers.

For marketers, the question is how to achieve this, as future loyalty programs need to provide answers for potential economic pressures, rising customer expectations, and find balance in providing value to customers and brands.

During this Loyalty University session, presented by Antavo, attendees will learn:

• The latest predictions for customer loyalty strategies and marketers based on Antavo’s recent global research study 
• Loyalty and customer experience trends to look out for in 2023
• Key budgeting and ROI benchmarks as marketers plan future loyalty investments 

Speaker: Zsuzsa Kecmar, CMO and Co-Founder, Antavo

About Antavo: Antavo is a pure-play loyalty technology provider that builds comprehensive loyalty programs to foster emotional loyalty and change customer behavior for brands, retailers, and shopping malls. With a scalable and holistic loyalty logic, Antavo supports the marketing strategy of omnichannel and e-commerce companies, and delivers a next-level shopping experiences. Antavo empowers clients like BMW, KFC, Lagardere, Kathmandu, Benetton Group, Telarus, Luisaviaroma, the N Brown Group and BrewDog. For more information, visit antavo.com.

This is a meeting follow-up from the discussion on 11/16: Loyalty360 Digital Roundtable: Preference Centers and Privacy
 
Overview: As brands continue to improve their personalization efforts and find new ways to better understand their customers, preference centers and management have been of interest to brand members. While many brands may have some form of a “preference center,” many are part of the brand’s larger marketing strategy, and may be relatively simple, focusing on email cadence or allowing customers to opt into SMS campaigns.
 
Is there a way for brands to go beyond simple forms of preference management to better understand customers and their preferences to enhance personalization efforts? 
 
Key Discussion Topics: 

• What customer data can or should be managed through preference centers?
• Review 2022 Loyalty360 Brand Member research on Preference Centers. (link to questionnaire)
• How much of the preference center data can you leverage?
• Householding Opportunities: How to potentially manage different profiles within a household
  • How to serve up experiences to different household members
  • How to identify the individual users and their respective preferences and market to them accordingly

If there are additional topics you would like us to consider for subsequent preference management and personalization meeting, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching Customer Preference Management and Personalization within their organizations
 
** Link to the previous meeting – Recording and notes can be found in the Brand Panel here
 

Since it launched in 2007, the Scene+ program has been radically transformed… from a movies-focused program to an entertainment program to a lifestyle-focused customer engagement platform. Scene+ has members in more than 50% of Canadian households and is growing fast. Originally a partnership between Cineplex and Scotiabank, Scene+ has welcomed Empire as a third co-owner and now includes a wide range of program benefits and partners.
 
Scene+’s transformation was preceded by a conscious change in thinking about the program’s brand, vision, structure, and potential. And as it has evolved, Scene+ is changing the loyalty landscape in Canada for members, owners, and partners.
 
During this lunch and learn, Matthew Seagrim, SVP for Scene+, will reflect on 4 fundamental elements that created the momentum necessary to successfully transform.
 
Key Takeaways:

• By building the emotional core of your program's brand, you can differentiate the program in the eyes of your members and partners... and your team
• Transformation requires complete commitment to a vision and removal of friction that can impede your journey
• By changing how you think about your loyalty program or customer engagement strategy, you can dramatically increase its momentum

This meeting is a follow-up from the discussion on 9/7: Loyalty360 Digital Roundtable: Emotional Loyalty
 
Overview: There is a growing interest in emotional loyalty and how brands can build successful customer loyalty/engagement efforts to build emotional connections with members. This meeting will serve as a forum for Loyalty360 members to discuss challenges and opportunities pertaining to emotional loyalty, understand how others define emotional loyalty, and approaches to creating and sustaining emotional connections with customers. 
 
 Key Discussion Topics:  

• Current challenges of Emotional Loyalty within your organization
• Measurement and data points for Emotional Loyalty
• Driving Emotional Loyalty in an era of increased privacy regulations and customer expectations.

If there are additional topics you would like us to consider for subsequent emotional loyalty management meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
**Members should come prepared to talk about what they are seeing/how they are approaching Emotional Loyalty within their organizations
 
** Link to the previous meeting – Recording and notes can be found in the Brand Panel here

This meeting is a follow-up from the discussion on 10/4: Loyalty360 Digital Roundtable: Personalization, Segmentation & Cadence Management
 
Overview: Personalization, Segmentation and Cadence Management are important considerations for customer loyalty programs. Effective Customer Loyalty Programs are predicated on effective personalization strategies that create an effective engagement paradigm for the program early and adapt throughout the lifecycle of the customer and program through promotional campaigns, operative data driven segmentation and appropriate engagement thru measurable cadence management, listening and response process, all while being to do it at scale with limited resources and potential challenged around technology integration.
 
Key Discussion Topics:

• Personalization Technologies - Platforms members are using or considering
  • Personalized Video
  • Personalized Rewards, Experiences, and Offer Management
• How brands are looking at segmentation to drive personalization
  • Internal or External Models
• Measurement: Cost/Profitability/ROI
  • Build versus Buy
  • Socialization Efforts 

If there are additional topics you would like us to consider for subsequent Digital Roundtable – Personalization, Segmentation & Cadence Management meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk what they are seeing/ how they are approaching personalization, segmentation, and cadence management within their organizations
 
** Link to the previous meeting – Recording and notes can be found in the Brand Panel here

At a high level, this meeting will focus on all aspects of the employee engagement/loyalty and the larger organizational impact on customer loyalty programs including, training, socialization, access to data sources, ability to participate in the program, and VoE. Employee engagement is an increasing focus for those with effective customer loyalty efforts and this forum will allow members to discuss what is working, what may not be working, and areas of opportunity to maximize employee engagement. 

Topics will Include:

• Formal employee engagement strategies or processes
• Employee training and socialization of the program, updates, etc.
• Employee participation in loyalty programs
• Data access and management
• VoE – feedback processes?
• Employee engagement and CSR
•  Managing employee turnover/new employee training
• Need for new training based on new customer expectations

 

 

Date: November 3 @ 11am ET
Loyalty360 Brand Member Roundtable – Co-Brand/Private Label Credit Card

There is a growing interest in how to use co-brand and Private Label Credit Cards (PLCC) most effectively within customer experience and customer loyalty efforts. Many brands currently have offerings from banks / issuer, and for those who do they are looking for a manner to create more engagement, enhance the offering and integrate into their customer loyalty efforts.

This B-Monthly meeting will serve as a forum for Loyalty360 members to discuss challenges and opportunities pertaining to PLCC and Co-Brand credit cards.

Topics will include:

• Successful cardholder promotion structures
•  Ensuring the card is used by cardholders on your website / booking platform
• Primary Card Value Proposition.
• Where are brands seeing success is deepening card member penetration.
•  Spend benefits, if they can use outside the store, what are the benefits that you are seeing.
• Behaviors you are seeing with credit-card?
•  Value of credit in the landscape.
• Value of securing marketing placement and benefits that resonate.
•  Understand what brands are using which issuers & their perspectives on those issuers.

Personalization, Segmentation and Cadence Management are important considerations for customer loyalty programs. Effective Customer Loyalty Programs are predicated on effective personalization strategies that create an effective engagement paradigm for the program early and adapt throughout the lifecycle of the customer and program thru promotional campaigns, operative data driven segmentation and appropriate engagement thru measurable cadence management, listening and response process, all while being to do it at scale with limited resources and potential challenged around technology integration.

Topics Include:

• Personalization Technologies - Platforms Members are using or considering
  • AI/Machine Learning
  • Personalized Video
  • Personalized Rewards, Experiences, and Offer Management
  • Personalized Content/Communication
• How brands are looking at segmentation to drive personalization
  • Internal or External models
• Integration challenges or opportunities (Internal or External IT constraints)
  • Lessons learned?
• Measurement: Cost/Profitability/ROI
  • Build versus Buy
  • Socialization Efforts 
• Technologies Considered
• Questions for other members

At a high level, this meeting will focus on all aspects of the employee engagement/loyalty and the larger organizational impact on customer loyalty programs including, training, socialization, access to data sources, ability to participate in the program, and VoE. Employee engagement is an increasing focus for those with effective customer loyalty efforts and this forum will allow members to discuss what is working, what may not be working, and areas of opportunity to maximize employee engagement. 

Topics Include:

• Formal employee engagement strategies or processes
• Employee training and socialization of the program, updates, etc.
• Employee participation in loyalty programs
• Data access and management
• VoE – feedback processes?
• Employee engagement and CSR
• Managing employee turnover/new employee training
• Need for new training based on new customer expectations

There is a growing interest in how to use co-brand and Private Label Credit Cards (PLCC) most effectively within customer experience and customer loyalty efforts. Many brands currently have offerings from banks/issuer, and for those who do they are looking for a manner to create more engagement, enhance the offering and integrate into their customer loyalty efforts.

Topics Include: 

• Successful cardholder promotion structures
• Ensuring the card is used by cardholders on your website / booking platform
• Primary Card Value Proposition.
• Where are brands seeing success is deepening card member penetration.
• Spend benefits, if they can use outside the store, what are the benefits that you are seeing.
• Behaviors you are seeing with credit-card?
• Value of credit in the landscape.
• Value of securing marketing placement and benefits that resonate.
• Understand what brands are using which issuers & their perspectives on those issuers

Personalization, Segmentation and Cadence Management are important considerations for customer loyalty programs. Effective Customer Loyalty Programs are predicated on effective personalization strategies that create an effective engagement paradigm for the program early and adapt throughout the lifecycle of the customer and program thru promotional campaigns, operative data driven segmentation and appropriate engagement thru measurable cadence management, listening and response process, all while being to do it at scale with limited resources and potential challenged around technology integration.

Topics to include:

• Personalization Technologies - Platforms Members are using or considering
  • AI/Machine Learning
  • Personalized Video
  • Personalized Rewards, Experiences, and Offer Management
  • Personalized Content/Communication
• How brands are looking at segmentation to drive personalization
  • Internal or External models
• Integration challenges or opportunities (Internal or External IT constraints)
  • Lessons learned?
• Measurement: Cost/Profitability/ROI
  • Build versus Buy
  • Socialization Efforts 
• Technologies Considered

Loyalty360 Brand Member Roundtable – Customer Loyalty Fraud and Gaming

A discussion regarding what members are seeing pertaining to fraud and gaming in their customer loyalty programs. Individuals who are running customer loyalty programs are seeing increased manners and frequency of loyalty program fraud and internal/external gaming. This will discuss the challenges, opportunities and need for standard operating procedures, internal and external training, manners by which to limit brand impact, and the need for more insight from technology provider who power customer loyalty program/strategies. This meeting will serve as secure and open forum to discuss these impacts.

Topics Include:
•Instances of fraud/program gaming associated within your program?
•Employee access to loyalty program benefits and reporting
•Concerns with employee/internal fraud and gaming?
•How should we as an industry be discussing fraud/gaming (payment/transaction fraud, other areas of concern?)
•Internal processes/checks and balances such as training, SOPs and other internal processes to identify or limit fraud? What is working or not working?
•What technologies or process are you using to identify fraud? What is working or not working?
•What types of fraud (attack vectors, CSA’s, targeted takeovers, spam/fake reviews, targeted attacks) are you seeing?

At a high level, this meeting will focus on all aspects of the employee engagement/loyalty and the larger organizational impact on customer loyalty programs including, training, socialization, access to data sources, ability to participate in the program, and VoE. Employee engagement is an increasing focus for those with effective customer loyalty efforts and this forum will allow members to discuss what is working, what may not be working, and areas of opportunity to maximize employee engagement.

Topics Include:
•Engaging employees – changes during 2022
•Formal Employee Training and Program Socialization/Updates
•Employee participation in loyalty programs/VoE processes
•Data access and management
•Employee-Focus and CSR
•Measuring Employee Engagement
•Changes in Focus/Training Based of Customer Expectations

Personalization, Segmentation and Cadence Management are important considerations for customer loyalty programs. Effective Customer Loyalty Programs are predicated on effective personalization strategies that create an effective engagement paradigm for the program early and adapt throughout the lifecycle of the customer and program thru promotional campaigns, operative data driven segmentation and appropriate engagement thru measurable cadence management, listening and response process, all while being to do it at scale with limited resources and potential challenged around technology integration.

Topics Include:
•Ability to offer unique communications, rewards, offers based on members’ interests
•Personalization Technologies
•The challenge/opportunity to leverage preference centers
•Interest in device-level personalization and single sign-on
•Understanding and balancing privacy
•An interest in emotional loyalty
•The challenge of how much to communicate to customers
•Need for the right technology that works with current technology stacks

There is a growing interest in emotional loyalty and how brands can build successful customer loyalty/engagement efforts to build emotional connections with members. This meeting will serve as a forum for Loyalty360 members to discuss challenges and opportunities pertaining to emotional loyalty, understand how others define emotional loyalty, and approaches to creating and sustaining emotional connections with customers. 

Topics Include: 
•Challenges of Emotional Loyalty
•Defining Emotional Loyalty
•Measurement and Data Points
•Defined or Understood Stages of Emotional Loyalty
•Traits of Brands w/ Large Amounts of Emotional Loyalists
•Driving Emotional Loyalty in an era of increased Privacy and customer expectations.

A discussion regarding what members are seeing pertaining to fraud and gaming in their customer loyalty programs. Individuals who are running customer loyalty programs are seeing increased manners and frequency of loyalty program fraud and internal/external gaming. This will discuss the challenges, opportunities and need for standard operating procedures, internal and external training, manners by which to limit brand impact, and the need for more insight from technology provider who power customer loyalty program/strategies. This meeting will serve as secure and open forum to discuss these impacts.

Topics Include:
•Updates from members on last meeting regarding instances of fraud
•New participants - Instances of fraud and gaming with loyalty programs @ your brand?
•What types of fraud have you seen/what are you focusing on?
•How are brands measuring the impacts of loyalty fraud/program gaming? What metrics does your brand consider? 
•Current support from customer loyalty providers regarding fraud (tech and strategy)?
•Suggestions for fraud-focused technologies/platforms?
•Employee involvement in the loyalty program – how to encourage participation but limit internal abuse

At a high level, this meeting will focus on all aspects of the employee engagement/loyalty and the larger organizational impact on customer loyalty programs including, training, socialization, access to data sources, ability to participate in the program, and VoE. Employee engagement is an increasing focus for those with effective customer loyalty efforts and this forum will allow members to discuss what is working, what may not be working, and areas of opportunity to maximize employee engagement. 

Topics Include:
•Formal Employee Training and Program Socialization/Updates
•Employee participation in loyalty programs/VoE processes
•Data access and management
•Employee-Focus and CSR
•Measuring Employee Engagement
•Changes in Focus/Training Based of Customer Expectations

Meeting for members of Loyatly360 to discuss the need for a set of standard customer loyalty financial and performance metrics. There is interest in forming a working group thru which to discuss how to work toward industry focused metrics for better measurement and benchmarking. Brands who have an additional interest are welcome. 

Topics Include:
•Pricing changes witnessed during covid?
•Metrics Being Used:
•Calculating program cost(s) and cost allocation?
•Metrics used in determining program ROI
•Program reporting/sharing metrics
•Program Expenses
•External provider cost structures

Personalization, Segmentation and Cadence Management are important considerations for customer loyalty programs. Effective Customer Loyalty Programs are predicated on effective personalization strategies that create an effective engagement paradigm for the program early and adapt throughout the lifecycle of the customer and program thru promotional campaigns, operative data driven segmentation and appropriate engagement thru measurable cadence management, listening and response process, all while being to do it at scale with limited resources and potential challenged around technology integration.

This meeting will serve as a forum for those in the industry to discuss which technologies they are using to manage their personalization strategies, how they sold in the need to new / updated personalization platforms

Topics Include:
•Need for tiers and the ability to offer unique (more expensive) experiences to drive behaviors based on the unique interest and value of that group
•The challenge/opportunity to leverage preference centers
•Interest in device-level personalization and single sign on
•The huge challenge of Apple MPP
•Understanding and balancing privacy
•An interest in emotional loyalty
•The challenge of how much to communicate to customers
•Need for the right technology that works with current technology stacks

At a high level, this meeting will focus on the broader discussion around the various (and growing) state and international privacy regulations and their impact on customer loyalty, customer experience and incentive/reward programs. Several members of Loyalty360 have asked to have this meeting due to the recent California DOJ notices of alleged non-compliance.

Topics Include:
•How have CCPA/GDPR impacted your customer loyalty program/strategy?
•Non-Compliance Notices (January) – reaction and approach?
•Addressing new loyalty enrollment terms and conditions
•Other approaches for addressing CCPA/GDPR requirements?
•Other legislation reactions/protocols

B2B customer loyalty programs are growing impact and interest, as is the number of members of Loyalty360 who are administering them. This meeting will serve as a forum for those in the industry to discuss challenges and opportunities unique to B2B/Channel Programs and to allow others to learn and share in the discussion.

Topics Include:
·Current or planned B2B programs – program structure/membership overview
·B2B vs. B2C programs
·B2B program challenges and opportunities
·Partnerships in B2B programs
·Driving awareness and engaging members

This meeting will focus on how brands, members of Loyalty360, are looking at the fluid state of privacy regulations (domestic and international) and how they are managing internal and external stakeholders. What are the opportunities and challenges with their approach, and what are other brands seeing in regard to their approach in an effort to exchange best practices which allows others to learn/share in the discussion.

Topics Include:
•How have CCPA/GDPR impacted your customer loyalty program/strategy?
•Non-Compliance Notices (January) – reaction and approach?
•Addressing new loyalty enrollment terms and conditions
•Other approaches for addressing CCPA/GDPR requirements?
•Other legislation reactions/protocols

Meeting Outline:
•New Introductions/Updates
•Technical Questions and Discussions
•Integrations, APIs, Iframes
•Roadmaps and Collaboration
•Oracle/Crowdtwist Addressing UX

There is a growing interest in emotional loyalty. This digital roundtable will discuss the challenge and opportunities pertaining to emotional loyalty from the perspective of the members of Loyalty360. It was one of the three areas of focus of the 2021 Loyalty Expo. This meeting will serve as a forum for those in the industry to discuss challenges and opportunities pertaining to emotional loyalty, to allow others to learn/share in the discussion. Those who were at the Loyalty Expo should have an early foundation.

•Challenges of Emotional Loyalty
•Defining Emotional Loyalty
•Measurement and Data Points
•Defined or Understood Stages of Emotional Loyalty
•Traits of Brands w/ Large Amounts of Emotional Loyalists
•Driving Emotional Loyalty in an era of increased Privacy and customer expectations.

This meeting will focus on how brands, members of Loyalty360, are looking at the fluid state of privacy regulations (domestic and international) and how they are managing internal and external stakeholders. What are the opportunities and challenges with their approach, and what are other brands seeing in regard to their approach in an effort to exchange best practices which allows others to learn/share in the discussion.

Topics Include:
•How has CCPA/GDPR impacted your customer loyalty program/strategy?
•Non-Compliance notice sent January 28 – reaction and approach?
•Addressing new loyalty enrollment terms and conditions
•Other approaches for addressing CCPA/GDPR requirements?
•Other legislation reactions/protocols

At a high level, this meeting will focus on all aspects of the employee engagement/loyalty and the larger organizational impact on customer loyalty programs including, training, socialization, access to data sources, ability to participate in the program, and VoE. Employee engagement is an increasing focus for those with effective customer loyalty efforts and this forum will allow members to discuss what is working, what may not be working, and areas of opportunity to maximize employee engagement. 

Topics Include:
•Engaging employees – changes during COVID
•Formal Employee Training and Program Socialization/Updates
•Employee participation in loyalty programs/VoE processes
•Data access and management
•Employee-Focus and CSR
•Measuring Employee Engagement
•Changes in Focus/Training Based of Customer Expectations

Meeting Outline:

•Introductions
•Current program and scope of work with Crowdtwist/Oracle
•Pros/cons of current platform and service agreement
•Implementation issues and opportunities
•Future development plans
•Partnerships/integrations
•Recommendations for other Crowdtwist/Oracle clients

A discussion regarding what members are seeing pertaining to fraud and gaming in their customer loyalty programs. Individuals who are running customer loyalty programs are seeing increased manners and frequency of loyalty program fraud and internal/external gaming. This will discuss the challenges, opportunities and need for standard operating procedures, internal and external training, manners by which to limit brand impact, and the need for more insight from technology provider who power customer loyalty program/strategies. This meeting will serve as secure and open forum to discuss these impacts. 

Topics Include:
•Updates from members on last meeting regarding Instances of fraud.
•New participants - Instances of fraud and gaming with loyalty programs @ your brand?
•How to discuss fraud and how to measure/what metrics to consider? How are brands measuring the impacts?
•Current support from customer loyalty providers regarding fraud?
•Suggestions for fraud-focused technologies/platforms?
•Employee involvement in the loyalty program – how to encourage participation but limit internal abuse.
•What types of fraud have you seen/what are you focusing on?

  

During the last digital roundtable on personalization (November 23, 2021), the impact of Apple’s Mail Privacy Protection program was brought up, and several brands have asked for a member meeting to discuss.
 
Apple introduced its Mail Privacy Protection (MPP) program in June of this year. The rollout of iOS 15 gives consumers more privacy protections over their personal data, yet it has impacted customer loyalty programs significantly.
 
Discussion Topics:

1. What are brands seeing regarding MPP?
2. Challenges brands are having with MPP
   1. Data issues (Lack of Geolocational Data, IP/device tracking, and in email data points)
   2. Impact on program metrics (False positive open rates – leading to much higher open rates)
   3. Data Center impacts (all emails being opened at once – overloading servers)
   4. Other personalization efforts
3. How are brands adjusting customer loyalty efforts – or how do they plan to change?
   1. Redesign email and contents of email
   2. Use new email metrics/create new baselines
4. Questions for other members on the call

This Digital Roundtable will focus on Customer Loyalty for 2022. A few members have asked for a quick touch base meeting to discuss a few key trends discussed during October's Loyalty Expo: 

1. The rise of personalization and best practices/how to
2. The increase of partnerships and getting internal/external buy in within organizations
3. The challenge of Metrics & KPI’s

Brands understand that there is no “set it and forget it” in customer loyalty. As technology and customer expectations quickly evolve, marketers are faced with several challenges when it comes to regularly optimizing their customer loyalty programs and strategies to stay relevant and stand out from competitors. During this small-sided meeting, our discussion topics will focus on how brands monitor, manage, and optimize their customer loyalty strategies and programs.
 
Discussion Topics:

• How are brands measuring and defining loyalty program/strategy success?
• Best practices on KPIs brands are using – or what KPIs would you like to use?
• Establishing a customer focus – capturing and actioning on customer feedback 
• What technologies have worked/what technologies does your brand have an interest in?
• How does your brand stay in touch/communicate with customers to keep them engaged?
• Recent or planned enhancements to your brand’s personalization efforts?
• How does your brand keep your loyalty program/strategy “fresh”?

Personalization, Segmentation and Cadence Management are important considerations for customer loyalty programs. Effective Customer Loyalty Programs are predicated on effective personalization strategies that create an effective engagement paradigm for the program early and adapt throughout the lifecycle of the customer and program through promotional campaigns, operative data driven segmentation and appropriate engagement through measurable cadence management, listening and response process, all while being to do it at scale with limited resources and potential challenged around technology integration.
 
This meeting will serve as a forum for those in the industry to discuss which technologies they are using to manage their personalization strategies and how they sold in the need to new/updated personalization platforms. If they have a platform up and running, or are looking at doing a POC, who they are considering/who they chose for the respective platforms and what they are seeing, how they are measuring, what the potential is for personalization with their team.
 
** Members of Loyalty360 should come prepared to talk about their current status regarding personalization, what technologies they are considering and offer feedback on other members approaches **
 
Topics to include:

1. Personalization Technologies/Platforms Used/Considered
   1. AI/Machine Learning
   2. Personalized Video
   3. Personalized Rewards/Experiences/Offer Management
   4. Personalized Content/Communication
2. How brands are looking at Segmentation to drive personalized
   1. Internal or External models
3. Integration challenges and opportunities (Internal or External IT constraints)
   1. Lessons learned?
4. Measurement: Cost/Profitability/ROI
   1. Build versus Buy
   2. Socialization Efforts 
5. Technologies Considered
6. Questions for other members

Emerging Technology considerations for customer loyalty programs. This meeting will serve as a forum for those in the industry to discuss which new emerging technologies they have an interest in, if they have a platform up and running, or looking at doing a POC, who they are considering/who they chose for the respective platforms and what they are seeing.
 
** Members of Loyalty360 should come prepared to talk about the different platforms, or technologies they are considering and offer feedback on the platforms they are using or considering using). This is a large list; we may remove a few categories based on feedback from the community **
 
Topics to include:

1. Personalization platforms
2. Artificial Intelligence/Machine Learning
3. Personalized Video
4. Fraud/Gaming Solutions
5. Geolocation/Proximity - Location Based
6. Experiences/Personalized Rewards
7. Gamification Platforms
8. Community Platforms
9. Currency (Blockchain, Cryptocurrency, NFT’s)
10. Partnership programs
11. AR/VR

Members of Loyatly360 have asked to hold a small-sided meeting to discuss the challenges and opportunities they have about their customer loyalty programs, what new technologies/features they may be looking for, are interested in. Many are looking for new solutions, from short term agencies to long term technology replacement. They are having challenges discerning what different partners can do to help their customer loyalty processes. 
 
Members will be able to share their perspectives on what they are looking for and discuss their supplier partners (what they like/would like to see), what technologies/supplier partners would be a good fit for their brand, and what they would recommend to other brands, as well as understand the challenges they have with their current partners and how to gauge the offerings in market.
 
Please take the follow surveys:

1. State of Customer Loyalty: http://bit.ly/StateOfCustomerLoyalty
2. Loyalty360 member survey: https://bit.ly/L360-NewMemberSurvey

 Discussion Topics:

• What features / reporting are you looking for / missing in your current offering?
  • What features do you do not like in your current offering?
  • What features on your providers roadmap would you like to prioritize?
• What reporting / metrics / KPI’s are you looking for / missing in your current offering?
  • Personalization reporting, AI / ML
• What are other marketers using?
• What would your “perfect” technology look like?
• Technologies currently being considered.
  • How to manage potential integrations (successes and challenges for disparate technologies)
• Challenges in assessing technologies and platforms, how can the community help?
• Technology recommendations from marketing peers
• Feedback on disparate providers / consultants from the community
• Best Practices Discussion
  • Getting individuals to enroll / participate in program while managing the program

 
Here is a link to the 2021 Technology Today report – (http://bit.ly/2021TechnologyTodayReport). This is Loyalty360’s first report in the industry and we have a follow up report this fall (the Clarity Reports) and will use this meeting to help inform that report
 

A discussion with regard to what members are seeing pertaining to fraud and gaming in their customer loyalty programs. Individuals who are running customer loyalty programs are seeing increased manners and frequency of loyalty program fraud and internal external gaming. This will discuss the challenges, opportunities and need for standard operating procedures, internal and external training, manners by which to limit brand impact and the need for more insight from their technology providers, both the consultants and technologies who power their customer loyalty platforms and also from the suppliers in the market (Kount, Forter, Arkose Labs) This meeting will serve as secure and open forum to discuss these impacts.
 
** Members of Loyalty360 should come prepared to talk what they are seeing regarding the instances of customer loyalty fraud and gaming and how they are looking to address these challenges. The link to the last meeting (video and notes) are below and the PowerPoint from the last session and summary of what was discussed are attached **
 
Link to Last Meeting (Notes, PowerPoint, and Video) - Aug 05, 2021 - https://bit.ly/SSM-Loytalty-Fraud-Gaming-Aug21-BrandPanel 
 

Emerging Technology considerations for customer loyalty programs. This meeting will serve as a forum for those in the industry to discuss which new emerging technologies they have an interest in, if they have a platform up and running, or looking at doing a POC, who they are considering, and who they chose for the respective platforms and what they are seeing.
 
** Members of Loyalty360 should come prepared to talk about the different platforms, or technologies they are considering and offer feedback on the platforms they are using or considering using). This is a large list, we may remove a few categories based on feedback from the community **

Topics to include:

1. Personalization platforms
2. Artificial Intelligence/Machine Learning
3. Personalized Video
4. Fraud/Gaming Solutions
5. Geolocation/Proximity - Location Based
6. Experiences/Personalized Rewards
7. Gamification Platforms
8. Community Platforms
9. Currency (Blockchain, Cryptocurrency, NFT’s)
10. Partnership programs
11. AR/VR

There is a growing interest in emotional loyalty. This digital roundtable will discuss the challenges and opportunities pertaining to emotional loyalty from the perspective of the members of Loyalty360.

This meeting will serve as a forum for those in the industry to discuss challenges and opportunities pertaining to emotional loyalty, to allow others to learn/share in the discussion!
 
Agenda: The meeting will start with a discussion/review of the Loyalty360 Emotional Loyalty Paper (which reviews several of the emotional loyalty platforms in the industry (including Lack, ICF, Brierley and others)

• Review of Loyalty360 emotional loyalty analyst paper
• Challenges of Emotional Loyalty
• Defining Emotional Loyalty
• Measurement and Data Points
• Defined or Understood Stages of Emotional Loyalty
• Traits of Brands w/ Large Amounts of Emotional Loyalists

B2B/Channel customer experience and customer loyalty programs are growing impact and interest, as is the number of members of Loyalty360 who are administering them. This meeting will serve as a forum for those in the industry to discuss challenges and opportunities unique to B2B/Channel Programs and to allow others to learn and share in the discussion!

There is a growing interest in partnership marketing as a valuable resources for customer loyalty programs, especially with fraud, privacy, technology concerns and other considerations. Join us to discuss partnership best practices. 

Topics for discussion:

• Do you have a traditional partnership program? Guidelines for program?

• Do Partnerships have an increased focus within your program?

• Success stories/advice for other brands?

• Managing partnerships and loyalty programs/customer experience

• Promoting and marketing partnerships

• Partnership challenges and opportunities

• Setting up new partnerships/partnership network

• Managing expectations and alignment

• Interest in point sharing or a partnership/member portal

 

This small sided meeting will focus on all aspect of the employee engagement/loyalty and the larger organizational impact on customer loyalty programs from training, socialization, access to data sources, ability to participate in program to how the brand listen to the employees and other disparate stakeholders within the organization.
 
Topics Include:

• Formal employee engagement strategies or processes

• Employee training and socialization of the program, updates, etc.

• Employee participation in loyalty programs

• Data access and management

• VoE – feedback processes

• Employee engagement and CSR

• Managing the reopening of the stores / offices / impacts

• Need for new training based on new customer expectations?

• Other

This small sided meeting was requested to discuss customer loyalty fraud and gaming concerns for 2021. We will have a high level discussion of relevant metrics/industry metrics that marketers would like to see around fraud. 
 

Members of Loyalty360 have asked to hold a small-sided meeting to discuss the challenges and opportunities they have about their customer loyalty programs, what new technologies / features they may be looking for, are interested in. Many are looking for new solutions, from short term agencies to long term technology replacement. They are having challenges discerning what different partners can do to help their customer loyalty processes. 
 
Members will be able to share their perspectives on what they are looking for and discuss their supplier partners (what they like/would like to see), what technologies/supplier partners would be a good fit for their brand, and what they would recommend to other brands, as well as understand the challenges they have with their current partners and how to gauge the offerings in market.
 
Discussion Topics:

• What features / reporting are you looking for / missing in your current offering?
  • What features do you do not like in your current offering?
  • What features on your providers roadmap would you like to prioritize?
• What reporting / metrics / KPI’s are you looking for / missing in your current offering?
  • Personalization reporting, AI / ML
• What are other marketers using?
• What would your “perfect” technology look like?
• Technologies currently being considered.
  • How to manage potential integrations (successes and challenges for disparate technologies)
• Challenges in assessing technologies and platforms, how can the community help?
• Technology recommendations from marketing peers
• Feedback on disparate providers / consultants from the community
• Best Practices Discussion
  • Getting individuals to enroll / participate in program while managing the program

There is a lot of interest in the transition back from COVID, notwithstanding the recent rise in Delta variant cases. Many brands have suggested a small sided meeting on this topic, to understand the recent shifts in the market “towards” reopening and how to manage its impact on the customer loyalty program.
 
This meeting will look at the challenges / opportunities around customer loyalty during this time of COVID.

1. Managing Program Transformation
2. Managing Different Reward Structures / Incentivizing Behaviors (in-store, online, frequency) as the shift to in-store continues
   1. Shift to Experiential
   2. Working with Marketing / Comms teams to effect communication / engagement
   3. Integrating potential disparate in-store or online or partner programs.
3. Managing Communication and Engagement Paradigms during transition to in-store.
4. Managing Technology and Reporting Opportunities
5. How are different regions / countries looking at / managing customer loyalty differently?
6. Managing Partnership discern / manage opportunities
7. Managing New Technologies
   1. Gamification
   2. Zero Party Data Platforms
8. Managing Engagement / Challenges with getting people to sign up / remain engaged
9. Privacy Concerns

There is a growing interest in partnership “marketing” as a valuable resources for customer loyalty programs, especially with fraud, privacy, technology concerns and other considerations. Join us to discuss partnership best practices!

• Do you have a traditional partnership program? Guidelines for program?

• Do Partnerships have an increased focus within your program?
  • Privacy / Security / Alignment concerns?

• Success stories/advice for other brands?

• Managing partnerships and loyalty programs/customer experience

• Promoting and marketing partnerships

• Partnership challenges and opportunities

• Setting up new partnerships/partnership network

• Managing expectations and alignment

• Interest in point sharing or a partnership / member portal

Brands understand that there is no “set it and forget it” in customer loyalty. As technology and customer expectations quickly evolve, marketers are faced with several challenges when it comes to regularly optimizing their customer loyalty programs and strategies to stay relevant and stand out from competitors. During this small-sided meeting, our discussion topics will focus on how brands monitor, manage, and optimize their customer loyalty strategies and programs.  
 
 
Discussion Topics:  

• How are brands measuring and defining loyalty program/strategy success?  
• Best practices on KPIs brands are using – or what KPIs would you like to use?  
• Establishing a customer focus – capturing and actioning on customer feedback   
• What technologies have worked/what technologies does your brand have an interest in?  
• How does your brand stay in touch/communicate with customers to keep them engaged?  
• Recent or planned enhancements to your brand’s personalization efforts?  
• How does your brand keep your loyalty program/strategy “fresh”?  

Meeting information/dial in for April 14 call with Loyalty360 brand members on Oracle/Crowdtwist. Meeting agenda/outline to follow.