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Loyalty 2.0

Capturing — and keeping — the customer
Recorded
Jun 17, 2025
Jun
, 
2025
1pm ET
Virtual event on-demand
Virtual event
Register for free

Loyalty 2.0

Capturing — and keeping — the customer
Recorded
Jun 17, 2025
1pm ET
Virtual event
Register for free

As consumers contend with inflation fears and economic uncertainty, brands have the opportunity to gain a competitive advantage by catering to and building up a loyal customer base. In this virtual event, learn from experts across industries about how loyalty programs are evolving to meet customer demands, the importance of data in customer retention and the strategies powering successful loyalty programs.

Over four sessions, journalists from CX Dive, Restaurant Dive, Hotel Dive and Marketing Dive will discuss the following alongside industry experts:

  • Best practices on how to garner customer loyalty
  • Case studies from restaurant and hotel executives on how they’ve implemented and scaled successful loyalty programs
  • How best to invest in driving customer loyalty and ways to leverage customer data

Who should attend?

  • Customer experience officers, chief customer officers, VPs and SVPs with oversight of loyalty and customer experience
  • Restaurant chain C-suite executives, VPs and SVPs with oversight of loyalty and customer experience
  • Hotel C-suite executives, VPs and SVPs with oversight of loyalty and customer experience
  • Marketing leaders from large brand-side or agency organizations
  • Marketing services providers, data suppliers and other vendors in the loyalty space

Register for free today!

Register for free

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Agenda

This virtual event will give attendees insights into how brands can overcome challenges to earning customer loyalty and foster lasting relationships; how loyalty programs can shape consumer behavior and inspire repeat customers; how to scale loyalty programs and open up new revenue opportunities; and how brands can leverage first-party data to drive loyalty.

Sessions

Session 1 How to garner customer loyalty Rising consumer expectations and looming inflationary pressures are making loyalty harder to earn in 2025. We’ll discuss how leading brands build lasting customer loyalty and the challenges loyalty leaders face. Sponsored Session Earning Loyalty: How World of Hyatt Elevates Member Experience with Data and AI In today's dynamic travel and hospitality industry, loyalty programs have become essential engines of growth and guest retention. Join this session to hear from Laurie Blair, SVP and Head of Global Marketing and Loyalty at Hyatt, on what it takes to build a successful loyalty program like World of Hyatt. You will learn how data and AI enable personalized member experiences and drive deeper engagement. Presented by Snowflake Session 2 How restaurants keep diners coming back Loyalty programs can help restaurants shape consumer behavior, avoid the sting of inflation and transform diners’ order information into valuable digital data. Join our panel discussion to learn how to keep consumers digitally engaged in a competitive, value-dominated landscape. Sponsored Session Precision matters: Rethinking CX to improve feedback accuracy Too many feedback programs fall short—surveys arrive too late, go to the wrong person, and lack the context needed to drive meaningful change. As a result, customer feedback is disjointed and lacking clarity that makes it hard to act on and fails to lead to improvement. Ed Matanes, Product Marketer at CallMiner, will highlight how CallMiner is transforming customer feedback, replacing outdated methods with AI-triggered, contextual outreach based on real interactions. Presented by CallMiner Sponsored Session Winning Customer Loyalty in a Digital World In this deep dive into the evolving world of customer loyalty programs, industry experts from Stable Kernel explore how AI and first-party data are transforming loyalty strategies. Learn practical approaches to overcoming challenges, personalizing rewards, and integrating technology to create seamless, high-impact loyalty experiences that drive customer retention and business growth. Don't miss out on actionable insights to strengthen your brand's customer loyalty in today's digital landscape. Presented by Stable Kernel Session 3 How to scale a hotel loyalty program In this fireside chat, hear from a hotel executive on how to build and scale a loyalty program that fosters relationships with customers, opens up additional revenue opportunities and brings in repeat guests. Sponsored Session From cost center to growth driver: Loyalty, promotions & the bottom line Businesses treat promotions and loyalty as separate cost centers: one to move stock, the other to build retention. It's time to change the narrative. In this session, Talon.One's Director of Industry Strategy will share new findings from Harvard Business Review, exploring how companies can turn incentives into a competitive advantage. Drawing from research and executive insights, Sam Panzer will highlight why businesses must move beyond siloed promotions and loyalty efforts-and how a smarter, more strategic approach drives customer engagement and bottom-line impact. Presented by Talon.One Session 4 Connecting the dots: How brands can boost marketing by integrating loyalty data A panel of industry executives will discuss why brands need to cut across internal silos to support a more integrated approach to data-driven marketing. Topics will include the importance of building more personalized engagement opportunities and how leveraging first-party data can drive loyalty and revenue growth.

Questions

If you have questions about registration, if you’re interested in speaking, or have any other questions, contact us at [email protected].

Speakers

Amanda Bailey // VP of Customer Marketing & Loyalty // Lowe's
Eric Beane // Chief Analytics & Data Officer, Marketing Effectiveness & Intelligence // VML
Courtney Kociemba // Sr Dir of Customer Strategy & Lifecycle Marketing // Cava
Tamara Oliverio // VP Loyalty and Customer Experience //Epsilon
Nandika Suri // VP Loyalty, Co-brand Credit Card, & Partnerships // Choice Hotels International
Joseph Yetter // General Manager // PAR Engagement
Peter Adams // Senior Reporter // Marketing Dive
Aneurin Canham-Clyne // Reporter // Restaurant Dive
Kristen Doerer // Senior Editor // CX Dive
Noelle Mateer // Editor // Hotel Dive
Laurie Blair // {{ Presented by Snowflake }} // SVP Global Marketing & Loyalty // Hyatt Hotels
Whitnee Hawthorne // {{ Presented by Snowflake }} // Global Head Of Travel and Hospitality // Snowflake
Ed Matanes // {{ Presented by CallMiner }} // Product Marketer // CallMiner
Ginger Boyll // {{ Presented by Stable Kernel }} // Director of Client Experience // Stable Kernel
Emily Creek // {{ Presented by Stable Kernel }} // Sr Director, Customer Insights & Strategy // Stable Kernel
Jay Gyuricza // {{ Presented by Stable Kernel }} // VP Client Experience // Stable Kernel
Sam Panzer // {{ Presented by Talon.One }} // Director of Industry Strategy // Talon.One

About our newsroom

Our publications, CX Dive, Hotel Dive, Marketing Dive, and Restaurant Dive all provide in-depth journalism and insight into the most impactful news and trends shaping their industries, covering topics that range from customer service, loyalty, consumer trends, brand strategy and more.

These leading publications are operated by Informa TechTarget. Our business journalists spark ideas and shape agendas for 16 million decision makers in competitive industries.