Agenda & Speakers

Loyalty Revisited – A Retrospective Panel Discussion with Loyalty Expo “Alumni”

An evolution in customer loyalty has been taking place for the last several years, spurred by the explosion of customer data and new technologies now available to help make sense of it. Gone are the days when a traditional rewards program on its own can effectively build true customer loyalty. Today’s marketers are taking a more holistic approach to building customer loyalty, using customer data and voice of the customer to offer more intelligent programs, deliver customer experiences that align with customer’s expectations and engage customers in ways that are relevant, feel authentic and expected. Given the ongoing and relatively rapid changes that continue to take place in the marketing and customer landscape it’s helpful to look at where we’ve come from, because looking back can be an important part of understanding where we are going.

This panel discussion will be a retrospective on how customer loyalty programs have evolved over the last one, two and three years. You’ll hear from past Loyalty Expo speakers who will discuss how their programs and overall customer loyalty strategies have changed since they’ve last presented to the Loyalty Expo audience. Panelists will discuss the journey of their customer loyalty programs, what’s worked – and hasn’t worked – along the way. As brands put increasing focus on building customer relationships and long-term loyalty, panelist will share their perspective on the changing role of loyalty within the overall customer strategy for their organizations and how it has impacted overall business objectives.

Speakers

Kim Delaney, Vice President of Customer Experience, Guardian Life Insurance

Kim Delaney is the Vice President - Individual Markets Client Engagement, PMO, Business Analysis of Guardian Individual Markets.  She has 25 years experience in the insurance and financial services industry.  As the President and owner of an insurance investigation and legal support firm, Kim was a   federally recognized Certified Women’s Business Enterprise, providing litigation research,   fraud and investigative consulting for insurance/ financial services companies as well as state and federal government agencies.  During her 8 years as small business owner, Kim was the appointed advisor to the Diversity Fulfillment Program and the Primary Mediator on the   Contract Negotiation Committee for the Women’s Business Enterprise Funding Organization. After several years as a Preferred Service Vendor to GE Capital, Kim sold her business and accepted a Operations Leadership position with GE Capital’s Acquisition & Integration Team.  Kim held various leadership positions and eventually assumed responsibility as the Director, Operations & Customer Strategic Planning Leader.  During this time, Kim earned her certification in GE’s Six Sigma Leadership Program, achieving successive certification as platinum level Black Belt, Master Black Belt and Champion.   

Bill Linehan, EVP & Chief Marketing Officer, Red Lion Hotels

Bill Linehan joined Red Lion in February 2014 as Executive Vice President and Chief Marketing Officer. He has more than 25 years of hospitality experience, most recently as Chief Marketing Officer and Managing Director at Richfield Hospitality and Sceptre Hospitality Resources, where he led the sales, marketing and resource management activities surrounding the company's portfolio of hotels and resorts. At Sceptre, Linehan repositioned the company to become a global leader of hotel revenue technologies. Prior to that, he was Vice President of Global Marketing for InterContinental Hotels Group where he established the marketing to re-launch seven IHG brands to the development community. Linehan also previously served as Global Vice President of Marketing, Brand Alignment and Partnerships for Starwood Hotels and Resorts and held sales and marketing positions with both Hyatt and Sheraton. 

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