Loyalty360 Member-Only Meetings

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: 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.
 

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 ([email protected]) or Mark ([email protected]) 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 ([email protected]) or Mark ([email protected]) know.
 

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 ([email protected]) or Mark ([email protected]) know.
 

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