AGENDA

At Anthropologie, we have always considered the act of shopping as part discovery and part inspiration. Our customers often tell us they didn’t know what they wanted to buy until they see it. In building a customer experience that encourages discovery with a combination of human artistic experience and customer data, we have been able to expand categories and increase frequency. We believe strongly in being data-inspired but creativity led. The combination of great customer engagement, loyalty membership, and in-store experiences has created an environment at Anthropologie where we have great customer data and great customer feedback. Using this feedback and data to predict future product development and marketing delivery has helped us grow in both new and repeat customers.

Customers expect, and crave, 1:1 personalized experiences across all interactions with a brand. Yet, many marketing teams still struggle with accessing and activating the data they need to make these experiences possible. Only with the right technology, tools, and workflows, can marketers finally create the advanced personalization campaigns they've always wanted to. Learn how BarkBox is powering next-generation personalization across multiple ecommerce subscription brands to drive customer engagement, retention, and loyalty.

This is a heartwarming exploration of a beloved brand’s tailored marketing journey for puppy parents. Discover how personalized messages created a special bond between customers and this Midwest retailer. Learn how data-driven insights shaped tailored email content, offering personalized recommendations and exciting offers for new furry family members. Explore the automated campaign flow supporting puppy owners throughout their pet's first year. Don't miss this opportunity to glean insights from a successful case study and elevate your marketing strategy. Join Andrew alongside Shai to uncover a unique journey that pulls on customers’ heartstrings.

Estée Lauder got her start selling cosmetics by demonstrating her products on women who were sitting under beauty salon hair dryers. She believed that to make a sale, you had to touch the consumer, show her the results on her face, and explain the products. To achieve this level of service in the 21st century, Estée Lauder has invested in cutting edge AI, consolidated data, and their brand. This intense focus on service and brand has ensured Estée’s legacy of personal High-Touch service lives on. Join this session to learn how leveraging AI tools can support 1:1 marketing personalization to reach all your customers in the digital age.

Ford Motor is building its revolutionary FordPass Rewards programs for 13 million+ members, with curated experiences for both Ford and Lincoln customers. This session will focus on some of the challenges Ford experienced in building such a large and unprecedented loyalty program, while also highlighting the successful results as the member benefits continue to drive brand loyalty and keep them “Chasing Blue!”

In a category so functional, fragmented and transactional, where brand affinity and emotional connection lag—and consumer tendency is to perpetually app-switch (despite being dominated by subscription, that premised less promiscuity)... See how 3P Delivery contender SKIP the Dishes, (a division of JustEatTakeaway, owner of GRUBHUB) is delivering next-Gen loyalty over down-and-dirty drag-out discounting that's dogged the category for nearly a decade. Focused on the moments that matter most to members, they're currenci-fying convenience, and using “known-party data” to side-step the traditional trappings of the category. The path to loyalty is faster and more convenient than ever before!

Harley-Davidson has long been a beacon of brand loyalty, with a legacy that inspired deep connections—so profound that customers often ink their allegiance. However, even iconic brands must adapt and innovate. As the landscape shifts to cater to a new era of clientele, the 40-year-old HOG community has undergone a transformation, offering refreshed value propositions in a digital sphere. Join this session to explore how Harley-Davidson harnesses the power of loyalty to elevate customer experiences and captivate a new audience, modernizing and expanding its reach in the process.

Traveling and taking vacations has become a lot more tedious in recent years.  People still want to escape, but also want the comforts of home.  Hilton Grand Vacations gives people the power to customize their vacation experience, while also reducing the friction and stress often involved with planning travel.  Creating better vacation experiences at Hilton Grand Vacations is deeply rooted in the consistent use of analytic and data driven decision making and marketing.  Meeting the traveler where they are, and recognizing their personal and experiential preferences, is enabling Hilton Grand Vacations to change the game of vacation ownership.  Please join us for this session to hear how Hilton grand Vacations is embracing technology and data driven strategies to create unique experiences for those who are passionate about travel!

How are “Whirl’d Famous” smoothies, juices, and bowls connected to cents-per-gallon savings at the pump? Join national loyalty leaders to learn how linking Jamba Rewards benefits both consumers and brands alike. This session will uncover what happens when a national coalition loyalty program helps members stack and earn rewards on everyday purchases. The insightful discussion also will include identifying meaningful benefits, building mutual brand exposure, and scaling for incremental profitability from existing members and new customers who enjoy earning.

At Panera, our brand DNA is rooted in generosity, and we bring that to life every day in MyPanera – one of the longest-standing loyalty programs in the restaurant industry. But what happens when it’s time for a change? Change is good, but it comes with risk: risk that loyal customers may leave the brand if their needs are no longer met. In this session, Panera will share how they leveraged AI-powered decisioning in CRM to not only retain and grow guests through a pivotal brand moment but also turn loyal members into passionate brand advocates.

Hear how Parkland (representing ~2000 fueling, charging, convenience, QSR & food-service locations across North America—under banners like Chevron, Esso, Ultramar, Pioneer & more) is out-performing competitors with linked-loyalty partnerships, and leveraging FI-aggregated card-linked data to consolidate spend with a whole-wallet view. See the tools, tech & techniques that make it meaningful to customers, partners, and the P&L.

In the wake of data and privacy landscape changes, like many brands, Pepsico embarked on a journey to build their own proprietary consumer data assets. However, while other brands struggle to make this goal a reality, Pepsico is thriving while also improving its consumer experience. To accelerate the first-party data agenda across markets, Pepsico developed the 3A’s strategy: acquisition, application, and acceleration. By establishing best-in-class data acquisition strategies, priorities, and channels, it was possible to identify growth opportunities and apply that data across prioritized media and commercial use cases. The cornerstone of their strategy is a transformative approach to consumer engagement including an interactive digital experience, product finders, personality quizzes, and surveys. Consumers willingly connect and contribute valuable first-party data. Please join Abhishek and Pam to hear how the variety of interactive experiences launched globally; the depth of first-party data being captured from consumers; how consumer data is being activated; and how the creation of a global playbook enabled optimal methods.

In today’s hyper-competitive marketplace, businesses are increasingly turning to intelligence-powered personalization strategies to cultivate deeper engagement and lasting relationships with customers. This conference session will delve into the intersection of artificial intelligence, data analytics, and customer loyalty, exploring how organizations can harness the power of personalization to drive engagement, deepen customer relationships, foster loyalty, and drive sustainable business growth.

Loyalty is the heart of Ulta Beauty. With over 42M wallet-happy members and over 95% of total sales on the loyalty program, Ulta Beauty is uniquely positioned to unlock an amazing, seamless and personalized experience for members through the loyalty program. In this session, Ulta Beauty will share how the decision to rename the loyalty program with an elevated approach (re)set the foundation for program integration and evolution. Ulta Beauty Rewards aims to build upon its success to foster deeper connections with current members and attract new loyalists through an elevated approach and expanded offerings.

The Victoria’s Secret and Pink Rewards program launched in early 2023 with strong enrollment success, exceeding their year 1 enrollment goal by 40%. Sarah and Wendy will take the stage to dive into how consumer research laid a strong foundation, yielding high demand for member enrollment and engagement. To capitalize on the program growth, the brand focuses on the continued evolution of innovative and engaging loyalty experiences that drive member sales and retention. This session will detail how zero-party data capture and technology are enabling Victoria’s Secret to take their program benefits and member experience to the next level through a 360-degree member view. This strategy has VS well-positioned to stay connected to their members and understand them from every angle in a loyalty landscape with rapidly changing consumer expectations. Learn how leveraging technology to capture member data alongside critical analysis and segmentation will help your brand pave the way for long-term loyalty.

Dena and Jim will discuss how Wawa, the convenience store beloved up and down the East Coast, revamped their loyalty program to create a more personalized, holistic experience focused on driving engagement in-store, at the pump and beyond. This conversation will touch on how the rebuild of their loyalty program centered direct feedback they’d received from members and the ways in which they’re integrating mobile and more traditional channels to create a seamless, enriching Wawa Rewards experience for customers regardless of whether they’re placing a pre-paid mobile order or scanning their Rewards Card in store. Dena and Jim both bring a wealth of experience in loyalty and customer marketing. Prior to Mastercard, Jim led loyalty at CVS Health for nearly a decade. Dena has overseen marketing for Wawa Rewards and the Wawa Mobile App for almost ten years, during which the convenience store has seen incredible growth.

The Wilson Sporting Goods Company was founded in 1913. Today it is a globally recognized brand and has been at the forefront of sports equipment innovation and collaboration with top athletes and sports organizations across the globe. Wilson has recently completed digital and data transformation initiatives to help continue its expansive growth. In the pursuit of recreating the one store, one manager customer experience across digital platforms and physical stores, Wilson is set to launch a customer segmentation initiative that blends AI with the powerful knowledge that rests with the company’s teams. Wilson leverages technology as a powerful tool to understand and drive the business through the lens of differentiated customer groups. By leveraging powerful AI models, Wilson can amplify its ability to understand customer behavior on a scale that was previously unavailable. This session will cover the beginning of the story of a 100+ year brand and its road to blend human knowledge with technology to amplify the power of data.