Wednesday, February 22nd

1:30 PM - Conference Convenes

1:30 - 2:30 PM Keynote Address: "Winning in the Age of the Empowered Consumer," presented by Tom O'Toole, Senior Vice President & COO, Mileage Plus Holdings, United Airlines, and Tim Suther, Chief Marketing Officer & Senior Vice President, Acxiom.

The Era of the Empowered Consumer...

• Unlimited choice
• Transparency to price, availability & satisfaction
• New shopping & buying patterns
• Amplified voice

Learn how to deliver optimized product experiences across customer touchpoints!

2:30 - 2:50 PM "Emerging Trends in Customer Loyalty," presented by Emily Murphy, Researcher, Forrester Research.

The days of the punch card are over. As the demand for customer loyalty increases, loyalty marketers and Customer Intelligence (CI) Professionals must take steps to differentiate their loyalty programs from "me-too" efforts in the marketplace. In 2012 and beyond, loyalty marketers will focus their efforts on integrating with new channels, increasing personalization, and thinking beyond the transaction to make their programs stand out in the marketplace.

• What trends do CI Professionals need to know about?
• What is the effect of "gamification" on customer loyalty?

How are marketers using data from emerging channels and changing customer behavior to enhance their loyalty strategies?

2:50 - 3:20 PM Afternoon break, hosted by TUMI.

3:20 - 4:10 PM Panel Discussion, moderated by Emily Murphy. Marketers will discuss:

how emerging trends are being incorporated into their programs;

how these are affecting customer engagement and/or interaction, and;

expected future innovations.

Participants being confirmed.

4:10 - 5:00 PM "Measuring Customer Engagement," presented by Mark Drusch, President, e-Miles.

5:30 PM Networking Reception, hosted by DBG.

7:00 PM Dinner, hosted by Acxiom.

Thursday, February 23rd

8:00 - 9:00 AM - Breakfast

9:15 - 5:00 PM Presentations and discussions continue, including:

• Mobile Marketing -- "Rules of the Game and How to Stay Ahead", presented by John Reistrup, Chief Operating Officer, Mobi.

• "Revolutionizing Loyalty through Best Practices from Social Media," presented by Vivek Palan,Director of Product Management, Social & Mobile Platforms, Acxiom.

  In the past, most loyalty programs have focused on incentivizing the earning and burning of points, driven by additional transactions. From a data analytics perspective, companies have stored customer data in multiple systems, preventing a true integrated and multi-dimensional view of the consumer. Social media provides an alternative -- expand loyalty to incentivize a broader range of behaviors:

  • Deeper consumer involvement with the brand;
  • Advocacy/recommendations from peers and influencers;
  • Increased loyalty to each other in a consumer's social graph.

Included is a case study of Zynga gamification, where people have been incentivized to remain highly engaged, planning their vacations around their crops on Farmville. Learn how social recognition (linking between social usernames and consumer records) enables a way to integrate social data with traditional, offline data assets, and create a unified view of the consumer.

With an integrated view, it is possible to drive better engagement, entirely coordinated with other marketing efforts.

• "The Best Technology to Drive Customer Engagement & Generate Measurable Results," presented by Don Hughes, Chief Information Officer, and Carlos Dunlap, Director of Business Development & Strategy, Kobie Marketing.

  Join our experts from Kobie, as they provide unique insights into technology services delivering the best results for your organization. Don and Carlos will provide an overview of the best strategies in the marketplace today, generate lively discussion with attendees regarding best practices and deliver bold predictions about new technologies that are on the horizon. Additionally, session attendees will have exclusive access to the new release of the 2012 Forrester WAVE Report – which spells out the latest findings of best-in-class technology services from a diverse group of providers.

  If you're looking to replace your existing technology platform, install system upgrades or integrate with a third party provider, you don't want to miss this session!

• Panel Discussion -- "Achieving Objectives through Effective Management of Disparate Brands"
• Interactive Panel and Audience Discussion -- "The Future Face of Loyalty"

  A bold and unprecedented challenge -- analyze the past, incorporate current trends & dynamics, and predict the future!

  Howard Schneider, Partner of Metzner Schneider Associates, will identify key trends in loyalty...both today and tomorrow, followed by a lively discussion where panelists from various fields, including retail, social, travel, and mobile will share their views, innovations and predictions.

  Moderated by Schneider and with automated audience participation, we will consider disintermediation, monetization, socialization, and gamification of the loyalty industry. We anticipate a fascinating afternoon of oral and digital discussion, including your suggestions and predictions. Panelists include:

  • Florence Ho, Sr. Director Loyalty & Direct Marketing, Wyndham Worldwide
  • Michelle Malish, Senior Director, Loyalty & Relationship Marketing, Carlson Restaurants
  • John Reistrup, COO, Mobi (confirming)
  • others requested

5:00 PM Conference adjourns.

2:00 - 5:00 PM Breakout rooms available for networking or partner discussions. Please register for these via the Registration form.

Friday, February 24th

8:30 - 11:30 AM Breakouts continue for partner meetings.

ATTIRE: Business Casual

Please note that Dues and Conference Fees must be paid in full prior to attendance.