Loyalty360 Roundtables

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.
 

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.
 

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 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: 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: 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: 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: 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. 
 
** 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 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.