Sessions & Speakers

1:45pm - 3:15pm

[Workshop] The CX Loyalty Connection

Speaker

Paul Conder, Principal, Customer Experience Practice, Lenati LLC

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3:30pm - 5:00pm
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3:30pm - 5:00pm
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9:00am - 9:50am

The Customer Experience: Creating Emotional Connections that Drive Financial Results - A Joint Perspective by Gallup and Loyalty360

Speakers

Jordan Katz, Senior Managing Consultant, Gallup

Mark Johnson, CEO & CMO, Loyalty360

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10:00am - 10:50am

Innovate to Elevate, A Discussion with the Loyalty360 CX Award Winners

Speakers

Mark Johnson, CEO & CMO, Loyalty360

Andrew Ashman, Lincoln Client Experience Manager, Ford Motor Company

Jonathan Pettus, Manager, Owners Access, Hilton Worldwide

Tyler Ransburgh, Manager, Digital & Customer Experience, Safelite

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11:10am - 12:00pm

Guests Are Forced to Earn Our Loyalty: What’s Wrong with This Picture?

Speaker

Jason Thielbahr, Senior Vice President of Revenue Optimization & Distribution Services, Red Lion Hotels Corporation

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1:30pm - 2:15pm

Scottrade and Understanding the Customer Journey:  When Segmentation Isn’t Enough

Speakers

Gina Bhawalkar, Assistant Vice President, User Experience & Accessibility, Scottrade

Lys Maitland, Senior User Experience Designer, EffectiveUI

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1:30pm - 2:15pm

Putting the Customer Front and Center: Building the Consumer Insights Function at Orbitz Worldwide

Speaker

Stacey Symonds, Senior Director, Consumer Insights, Orbitz Worldwide

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2:25pm - 3:10pm

Beyond Satisfaction: Ford’s Pursuit of Loyalty

Speaker

Andrew Ashman, Lincoln Client Experience Manager, Ford Motor Company

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2:25pm - 3:10pm

Express on the Role of Customers in Omnichannel Strategy

Speakers

Jim Kaniaris, VP of Customer Experience, Express

Lonnie Mayne, President, InMoment

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3:40pm - 4:00pm

[Showcase Session] End-to-End Engagement: Going from Lead Nurturing to Studying Abroad

Speaker

Jason Howie, Director of Marketing, Gold Mobile

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3:40pm - 4:00pm
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8:35am - 9:20am

How Starbucks Builds a Better Customer Experience - in the Cafe, on your Phone and in your Car

Speaker

Paul Conder, Principal, Customer Experience Practice, Lenati LLC

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9:30am - 10:15am

Case Study: How ANZ Tapped Real-Time Customer Feedback to Implement Changes that Recovered $Billions in Lost Loans

Speakers

Annette Sloan, Program Director Simpler Banking at ANZ

Penny Stephens Senior Manager, Sales Capability, Retail Sales Development, Retail Distribution, ANZ

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9:30am - 10:15am

How to Enable Change in Customer (and Associate) Centricity

Speaker

Diane Magers, Customer Experience Executive, AT&T

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10:45am - 11:05am

[Showcase Session] Loyalty Doesn’t Stand Alone

Speaker

Tom Madden, SVP, Sales and Account Development, Young America

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11:15am - 12:00pm

Increasing Brand Engagement Through Behavioral Economics

Speakers

Christa Berry, Director, Brand & Marketing, United Way for Greater Austin

Christian Goy, Co-Founder & Managing Director, The Behavioral Science Lab

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11:15am - 12:00pm

Internet of Things: Increasing Consumer Engagement in a Digitized World

Speaker

Marcin Kosciak, Vice President, CRM and Loyalty Solutions, Comarch

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