​​How Loyalty Can Drive a Customer Engagement Strategy

Loyalty can no longer be a discount program that sits as a silo; it has to be the heart of how your brand brings a value exchange to consumers in return for their data, engagement, and purchases over time. Register for this session and hear from leading loyalty marketers as they discuss how to make this happen, the different strategies involved, and real-world learnings from the front lines of customer loyalty.

Key Takeaways:

  • How your loyalty program can be a part of a holistic customer engagement strategy
  • Gaining organizational buy-in across your brand to support loyalty and engagement initiatives
  • Where to start and how brands are defining and measuring success when it comes to “Big L” customer loyalty


of frequent shoppers of a brand are not loyal to the brand as it did nothing to encourage them


of consumers more likely to take part in a loyalty program than last year


of consumers are prepared to pay more to purchase from a trusted brand


Brad Bissonnette headshot

Brad Bissonnette

Vice President – Marketing & Franchise Recruitment, COBS Bread

Brad is a seasoned marketing veteran, having held multiple senior marketing roles at Boston Pizza International, Oilers Entertainment, and currently heads up marketing and franchise recruitment at COBS Bread, which has over 100 outlets across Canada.

Mark Johnson headshot

Mark Johnson

CEO Of Loyalty 360

Mark is the CEO & CMO of Loyalty 360, the Association for Customer Loyalty, which is the largest community of loyalty practitioners in the world. Mark has forgotten more about loyalty than most of us will ever learn in a lifetime.

Mike Ribero headshot

Mike Ribero


Mike started his career at Procter & Gamble in brand management, and has held C-level positions at Hilton, Sega, Electronic Arts, Midway Games and Brierley. Mike has been implementing and innovating customer loyalty programs for over twenty years.

Richard Jones headshot

Richard Jones

CMO of Cheetah Digital

Richard Jones is the CMO at Cheetah Digital, where he oversees a global team that is responsible for all aspects of the brand, demand generation, digital marketing, corporate communications, and sales development. Prior to Cheetah, Richard was co-founder and CEO of the company that developed the technology that is now Cheetah Experiences.

Karen Szarvas headshot

Karen Szarvas

Senior Director of Customer Loyalty and Partnerships, Vitamin Shoppe

Karen Szarvas serves as Sr. Director of Customer Loyalty & Partnerships at The Vitamin Shoppe®, an omni-channel specialty retailer and wellness lifestyle company. In her role, Karen oversees the newly redesigned Healthy Awards Loyalty program and is responsible for the development, execution and management of the program, as well as strategies to drive customer awareness, engagement and retention. Karen has more than 19 years of global marketing and loyalty experience and is a highly motivated, customer focused, thought leader. Prior to joining The Vitamin Shoppe, she worked at Wyndham Worldwide and consulted at KMS Marketing Solutions where she specialized in loyalty, branding, customer communications and experiences.

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