Agenda

THE LOYALTY RENAISSANCE IS UNDERWAY. CAN YOU AFFORD TO MISS IT?

Welcome to the Loyalty Renaissance, in which we embark on a remarkable journey through the coming revival of customer loyalty. Retail brands are reconnecting with their customers and fostering lasting relationships through innovative strategies and practical applications of technology. At Loyalty Summit CXM Los Angeles, you’ll become an integral part of that revival.

Join us in Los Angeles for two days of thought-provoking keynote sessions, immersive workshops, and dynamic panel discussions in which our roster of visionary marketers, industry leaders, and customer experience experts explore the rebirth of loyalty marketing. Prepare to be inspired, challenged, and equipped with innovative ideas that will empower your brand to rise above the competition and thrive in this new era of customer devotion.

This year’s Summit theme of the Loyalty Renaissance is expressed in our five conference tracks:

Wednesday, November 15

8:45 AM

Main Room

MC Intro: The Loyalty Renaissance

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Master of Ceremonies Rick Ferguson sets the stage for the loyalty renaissance.

Rick Ferguson

Speaker Bio

8:55 AM

Main Room

Chairman Keynote: Fostering the Loyalty Renaissance

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Loyalty Summit chair Phil Rubin kicks off the day with his vision for the loyalty renaissance.

Phil Rubin

Speaker Bio

9:10 AM

Main Room

Fostering the Loyalty Renaissance

ROUNDTABLE

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Phil Rubin convenes our first panel to discuss the big picture issues for retail loyalty marketers

Phil Rubin

Speaker Bio

Aaron Glick

Speaker Bio

Mary Pilecki

Speaker Bio

Track 1: The Business of Loyalty

Moving Loyalty into the C-Suite In this track, we’ll explore how loyalty programs are evolving beyond marketing tools to become integral components of your overall business strategy. Learn from industry leaders about aligning loyalty initiatives with corporate goals, securing executive buy-in, and measuring the bottom-line impact of loyalty programs on revenue, customer retention, and brand equity.

9:40 AM

Main Room

Elevating Loyalty to the C-Suite

KEYNOTE

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Join Peter Fader from Wharton Business School as he reveals strategies for integrating loyalty at the executive level.

Peter Fader

Speaker Bio

10:00 AM

Main Room

Elevating Loyalty into the C-Suite

KEYNOTE DISCUSSION

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Peter Fader leads our keynote panel in a dynamic discussion on the pivotal role of loyalty at the highest organizational echelons.

Claudia Infante

Speaker Bio

Len Llaguno

Speaker Bio

Joseph Ryan

Speaker Bio

10:30 AM

Main Room

Loyalty Program Liability: An Investment Not A Cost

FIRESIDE CHAT

Presented by

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Loyalty is often thought of as a cost center, rather than a value generator. This is largely because there is often a huge liability on the balance sheet to account for future redemptions. In this talk, we’ll discuss best practices for managing liability and how to change its perception from a cost to an investment.

Phil Rubin

Speaker Bio

Len Llaguno

Speaker Bio

11:10 AM

Main Room

Networking Break

11:20 AM

Main Room

Building Loyalty Ecosystems

KEYNOTE

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In this keynote session, Alejandro Gonzales Saul explores the loyalty models and strategic opportunities available to retail marketers beyond the usual points and perks-based models. How can retailers build loyalty ecosystems that are sustainable and difficult to replicate?

Alejandro Gonzalez Saul

Speaker Bio

11:35 AM

Main Room

Fireside Chat with Emil Sarkissian: Pioneering Customer Loyalty in the Digital Age

FIRESIDE CHAT

Presented by

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Join us for an enlightening fireside chat with Emil Sarkissian, CEO of Loyalty Methods, as he shares his insights into the transformative world of loyalty programs. Discover the innovative strategies that propel industry-leading initiatives like 7Rewards, MGM Rewards, myWU (Western Union), Speedway, and more. And delve into the intricacies of orchestrating seamless transitions in customer loyalty.

Phil Rubin

Speaker Bio

Emil Sarkissian

Speaker Bio

12:00 PM

Main Room

Business of Loyalty

ROUNDTABLE

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Mary Pilecki leads our executive panel in a deep-dive discussion on the intricacies of integrating loyalty into your retail organization.

Mary Pilecki

Speaker Bio

Doug Glazer

Speaker Bio

Alejandro Gonzalez Saul

Speaker Bio

Anil Mansukhani

Speaker Bio

12:30 PM

Main Room

Lunch and Networking Break

1:50 PM

Main Room

From Transactional to Personal: The Future of Customer Engagement

DEEP DIVE WORKSHOP

Presented by

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In the ever-evolving world of loyalty marketing, the future lies in shifting from commands to questions, from transactional interactions to deeply personalized engagements. Are you ready to unlock the potential of your customer relationships? Join Pam Erlichman, Chief Evangelist at Jebbit, for an immersive workshop that will revolutionize your approach to loyalty marketing.

Pamela Erlichman

Speaker Bio

Track 2: The Art of Loyalty

The Importance of Brand in Building Loyal Relationships In this track we’ll delve into the essence of brand identity and how it intertwines with loyalty. Learn how to create a distinct brand persona that resonates with your target audience, fosters emotional connections, and establishes a foundation for long-lasting customer relationships.

2:50 PM

Main Room

The “Barbie” Factor: How a great brand can turbocharge loyalty

KEYNOTE

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In this presentation, Mattel’s Ted Silverman explores the power of the Barbie brand and film to build loyalty with Mattel customers of all ages.

Ted Silverman

Speaker Bio

3:10 PM

Main Room

Unlocking Loyalty Magic

KEYNOTE DISCUSSION

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Mike Ridgewell leads an all-star panel in an exploration of the intersection of brand and customer loyalty.

Mike Ridgewell

Speaker Bio

Amanda Boshell

Speaker Bio

Allison Ferguson

Speaker Bio

Denis Huré

Speaker Bio

3:40 PM

Main Room

Art of Loyalty

ROUNDTABLE

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Loyalty executive Matt Garrett leads our roundtable in a discussion of the creative strategies and artistic elements that fuel customer devotion and fandom.

Matt Garrett

Speaker Bio

Ashley Hancock

Speaker Bio

Gabe Alonso

Speaker Bio

Matt Nitowski

Speaker Bio

4:10 PM

Main Room

Networking Break

4:30 PM

Main Room

The Future of Loyalty

FIRESIDE CHAT

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The business of loyalty is not just about running a program; it’s about driving outcomes. Join Kognitiv’s Chief Strategy Officer Jisun Hahn as she discusses the key trends that will drive the future of our industry.

David Slavick

Speaker Bio

Jisun Hahn

Speaker Bio

5:00 PM

Main Room

The Great Loyalty Debate: Points or No Points?

INTERACTIVE

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In this fun and interactive session, we’ll ask two of our panelists to debate each other on the necessity of points-based loyalty programs in retail. At the end of the debate, the audience will determine the winner!

Rick Ferguson

Speaker Bio

Jill Goldworn

Speaker Bio

5:30 PM

Main Room

Chairman Day 1

SUMMARY

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Chairman Phil Rubin will share observations from today’s sessions and encourage feedback from attendees on key learnings and give a brief preview on what’s to come for Day 2.

Phil Rubin

Speaker Bio

5:40 PM

Main Room

Cocktail Reception

Presented by

7:00pm

Il Fornaio

Annual Retailer-Only Dinner

Presented by

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Join us for a special dining experience at Il Fornaio. Our Annual Retailer Only Dinner will include delicious and authentic Italian dishes. Separate registration required, retailers only.

Thursday, November 16

8:30 AM

Main Room

Day 2 Welcome and Introduction

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Co-Chair David Slavick sets the stage with an overview of the Day 2 conference tracks and sessions.

David Slavick

Speaker Bio

Track 3: Enabling Technology

How Tech Will Fuel the Loyalty Renaissance In this track we’ll explore the transformative impact of technology on loyalty initiatives. Discover how emerging technologies such as AI, machine learning, blockchain, IoT, and data analytics are reshaping the landscape of customer engagement, personalization, and the overall loyalty experience.

8:40 AM

Main Room

The Tech-Driven Renaissance

KEYNOTE

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Join Black Tux’s Matt Sutton as he describes how practical applications of revolutionary technology has propelled loyalty for Black Tux.

Matt Sutton

Speaker Bio

8:55 AM

Main Room

The Tech-driven Renaissance

KEYNOTE DISCUSSION

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A vibrant roundtable discussion on loyalty, trends, technology, innovation, and more.

Matt Sutton

Speaker Bio

Shyam Shah

Speaker Bio

Neil Spivack

Speaker Bio

Christopher Sandstrom

Speaker Bio

9:25 AM

Main Room

The Loyalty Technology

ROUNDTABLE

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David Slavick leads our roundtable in an exclusive and engaging discussion of the ever-evolving world of loyalty technology.

David Slavick

Speaker Bio

Jisun Hahn

Speaker Bio

Brad Macdonald

Speaker Bio

Emil Sarkissian

Speaker Bio

9:45 AM

Main Room

Loyalty’s biggest opportunity – Wallet as a Channel with VMS

FIRESIDE CHAT

Presented by

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Loyalty communication has been stagnating. For the past 2 decades loyalty marketers are still been ping-ponging between email, SMS and apps while consumers have tuned out. VMS’ Wallet as a Channel helps you to not only bridge the gap between mobile tactics like, SMS and App, it enables direct, frictionless and most importantly, with relevant 1:1 communications with your customer. This is loyalty’s opportunity to step into the fastest growing digital and mobile first channels. Join Phil and Niduk over a fireside chat and discover for yourself how to unstuck your loyalty communications.

Phil Rubin

Speaker Bio

Niduk D’souza

Speaker Bio

10:05 AM

Main Room

Networking Break

Track 4: The Age of Disintermediation

Reducing Friction in Customer Relationships In this track we’ll learn how new structural models, technologies, and program designs are disrupting legacy models in favor of inclusiveness, simplicity, and experiential rewards. Learn how to optimize rewards structures, communication strategies, and program rules to make it easier for customers to understand, engage with, and benefit from your loyalty initiatives.

10:25 AM

Main Room

The Frictionless Renaissance

KEYNOTE

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Join CBS News’ travel correspondent Peter Greenberg as he gives the consumer perspective on their expectations for frictionless customer relationships.

Peter Greenberg

Speaker Bio

10:45 AM

Main Room

The Frictionless Future

KEYNOTE DISCUSSION

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Peter Greenberg draws lessons from outside the retail industry in this engaging panel discussion on reducing friction in customer relationships.

Peter Greenberg

Speaker Bio

Anna Lorch

Speaker Bio

Debbie Haag

Speaker Bio

Shirley King

Speaker Bio

11:05 AM

Main Room

Disintermediation

ROUNDTABLE

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Payal Pande leads our panel in an insightful discussion about the changing landscape of customer relationships in the age of disintermediation.

Payal Pande

Speaker Bio

David Carder

Speaker Bio

Allison Ferguson

Speaker Bio

Doug Glazer

Speaker Bio

11:45 AM

Main Room

Unlocking Incremental Revenue: Harnessing the Power of Alternative Loyalty Payments

FIRESIDE CHAT

Presented by

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Jeri Scheel

Speaker Bio

Jonathan Silver

Speaker Bio

12:05 PM

Main Room

Lunch and Networking Break

1:35 PM

Main Room

The End is The Beginning – Outcomes Based Marketing

DEEP DIVE WORKSHOP

Presented by

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Machine learning, generative AI, and cloud computing have created a generational opportunity to redefine how marketers build customer loyalty. Join Kognitiv’s Chief Product Officer, Anthony Wintheiser as he dives into how the convergence of these technologies enable marketers to deliver unprecedented results for their brands, and how new innovative solutions that leverage these technologies help deliver relevant brand building customer experiences at scale.

Anthony Wintheiser

Speaker Bio

Track 5: The Power of Cobranding

The Coming Renaissance in Cobranding Partnerships In this track we’ll explore the evolving landscape of cobranding and anticipate future trends. Discuss how emerging technologies, changing consumer behaviors, and market shifts will influence cobranding strategies. Gain insights into staying agile, adapting to new opportunities, and maintaining the vitality of your cobranding partnerships.

2:35 PM

Main Room

The Cobranding Renaissance

KEYNOTE

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Join the Mallett Group’s CEO/Managing Partner as he unveils the remarkable potential of co-branding partnerships in fueling customer loyalty.

Marc Berman

Speaker Bio

2:55 PM

Main Room

The Cobranding Renaissance

KEYNOTE DISCUSSION

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Who is Driving the Bus? Do Co-brands Drive Loyalty or Does Loyalty Drive Co-brands! (will explore transactional versus behavioral drivers- what drives the business faster and better)

Marc Berman

Speaker Bio

Nancy Gordon

Speaker Bio

Aaron Glick

Speaker Bio

Janine Ramsey

Speaker Bio

3:25 PM

Main Room

Networking Break

3:40 PM

Main Room

Top Tips for Driving Engagement

FIRESIDE CHAT

Presented by

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Join Robbie Sparno from Mastercard Data & Services for a workshop with actionable takeaways on building and improving your loyalty program. This workshop will cover real-life examples and use cases from multiple industries, giving you a new perspective on what the most successful strategies have in common.

David Slavick

Speaker Bio

Robbie Sparno

Speaker Bio

4:10 PM

Main Room

Cobranding

ROUNDTABLE

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From Hospitality to Airlines- An Insider’s Look at what a Co-brand Card Program Can and Cannot do.

Marc Berman

Speaker Bio

Steve Mathwig

Speaker Bio

John Coombe

Speaker Bio

4:50 PM

Main Room

Chairman’s Closing Remarks

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David Slavick

Speaker Bio

Phil Rubin

Speaker Bio