Agenda & Speakers

2018 Loyalty360 Customer Awards Finalist Presentations: Experience & Design Innovation

Leading up to Thursday’s Loyalty360 Awards ceremony, the finalists competing in the 2018 awards will share details of their programs and strategies in fast-paced, 10-15 minute presentations. These presentations give attendees a chance to hear first-hand from the brands that are delivering experiences that set them apart from the competition and create happy, loyal customers.

After the presentations, attendees will vote for their choices for bronze, silver, gold, and platinum in the particular category.

Speakers

Andrew George, Associate Director, National Customer Experience Marketing, Canadian Red Cross

Andrew George is the Associate Director of Customer Experience Marketing at the Canadian Red Cross. Living and working in Vancouver, British Columbia, he spent the last 3 years focused on customer experience initiatives and analysis and customer journey discovery. Andrew is a former Loyalty360 Gold Award winner in the category of Brand Messaging and Communication in the Customer Experience category.

Dragan Yerkic, Director of Quality Assurance, Allianz Partners

Dragan Yerkic is responsible for Operations Quality at Allianz Partners USA. He started with the company in 2002 and since then has been contributing to it in various capacities. Project management, process improvement, and claims are some of the areas Dragan has led throughout his tenure.  Most recently as the lead of Quality, he assumed responsibility for Customer Surveys & Satisfaction, Speech Analytic, Claims Quality, Call Quality, and Training.  In addition to being responsible for Operations Quality, Dragan has an active role in leading the Voice of Customer Analytics forum. The participants of this multi-division forum come together, analyze trends, and view customer experience from multiple customer touch points to improve people, tools, processes, and/or products. This holistic approach to improving customer experience allows Allianz Partners to drive the company forward based on its customers’ needs. Dragan holds his B.A. from Virginia Commonwealth University, an MBA from Averett University, and has a blue belt in OPEX process improvement methodology.         

 

George Li, Senior Associate Brand Manager, Budweiser

George Li is the Associate Brand Manager on the US Budweiser brand team responsible for commercial integration and leading Budweiser’s loyalty program: Budweiser Rewards. Launched in January 2018, Budweiser Rewards already has more than 130,000 members and is available in all 50 states. George’s previous roles include leading commercial analysis for Budweiser as well as being part of Anheuser-Busch’s Global Management Trainee program. George graduated from The University of Pennsylvania where he earned his Bachelor of Science in Economics.
 

Lesley Hubbard, UX Design Manager, Prudential Financial

Lesley’s current role as an Experience Architect focuses on improving Prudential’s websites and digital properties as engaging, useful, and valuable. She has worked over twenty years in the digital Financial, Healthcare, and Broadcast industries, including five with Prudential.  By tackling everyday challenges with technology, empathy, and research skills, Lesley strives to understand customer behavior, while identifying and aligning insights to deliver on Prudential’s strong brand.    

  

Nate Ford, Speech Analytics Analyst, USA, Allianz Partners

Nate Ford serves as Speech Analytics Analyst for Allianz Partners in Richmond, VA. In this role, he works to ensure his organization is delivering an excellent customer service experience through the implementation and administration of the Speech Analytics program. Nate is responsible for building and maintaining categories, identifying new opportunities, and making suggestions for improvements based on his findings. Before joining Allianz Partners in April 2016, Nate served as a Speech Analyst for Discover Financial Services, where he was selected as part of their Speech Analytics pilot program. Here, Nate worked with the rest of his team to build a Speech Analytics program, helping to design and test organizational best practices for a successful program. Nate has 14 years of customer service experience which has reinforced his firm dedication to the importance of the customer experience within any organization. He holds a B.A. in History from Washington College.

John Consigli, Director, Digital Products, Customer Experience, Prudential Financial

John leads a diverse team of digital product owners and UX designers to transform the authenticated and public websites and tools of Prudential's Workplace Solutions businesses. He collaborates with customer experience peers across the enterprise to align on emerging technologies and methods to improve the low points of important customer journeys and increase ease of doing business and engagement.
 
John is a Customer Experience professional with a storied background in UX design, cross-disciplinary collaboration, innovation and digital transformation. He inspires inclusive teams to provide customer-led, intuitive, digital experiences that drive positive business outcomes. 

Agenda Overview

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