Agenda & Speakers

Loyalty360 Customer Awards Finalist Presentations | CX Campaign

Wednesday, November 13, 2019 - 10:00 AM - 11:00 AM
Leading up to the Loyalty360 Customer Awards ceremony, the finalists competing in the 2019 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.


Cecilie Balfour, Marketing Manager for TELUS Rewards, TELUS

Cecilie Balfour is a Marketing Manager at TELUS leading the go-to-market strategy for TELUS Rewards, the only points-based loyalty program offered by a telco in Canada, with over 1.2 million members. In this role, Cecilie focuses on how to build awareness and drive customer engagement with Rewards across all TELUS channels. Prior to TELUS, Cecilie worked in the advertising industry, specializing in brand strategy for financial, insurance, and tourism clients.
Cecilie is currently completing her MBA at the University of British Columbia in Vancouver, BC. She holds a B.A. from Simon Fraser University and a diploma in Digital Marketing from New York University.

Jon Dale, Assistant Vice President - Brand, The Doctors Company

Jon Dale is the Assistant Vice President responsible for brand and communications for The Doctors Company, the nation’s largest physician-owned medical malpractice insurer with $4.5 billion in assets. With over 25 years in marketing and communications, Jon has led customer experience, retention, and “share of wallet” initiatives for companies in the airline, hospitality, insurance, banking, healthcare, and technology industries.
A Massachusetts native, Jon is a graduate of Dartmouth College and holds a Masters of Business Administration degree from Columbia University. He currently resides north of San Francisco with his wife Mary and two dogs.

Chris Roution, Director of Marketing Partnerships & Business Development, T-Mobile

Chris Roution, Director of Marketing Partnerships & Business Development at T-Mobile. His nearly two decades of experience years spans, business development, strategic partnerships, product management and software development. As Director of Partnerships, Chris’ main focus these days is setting the partnership strategy, vision and execution for T-Mobile’s Customer Appreciation program, T-Mobile Tuesdays. Chris’ team manages a portfolio of brand partnerships across a broad range of industries, i.e., Entertainment, Gaming, Retail, Food & Beverage and e-Commerce.

Lori Palca, Director of Loyalty Engagement and CRM, Wyndham Hotels & Resorts

Lori Palca serves as Director, Loyalty & Engagement at Wyndham Hotels & Resorts, the world’s largest hotel franchising company, with over 9,200 hotels across more than 80 countries on six continents. In this role, Palca focuses on cultivating loyal members of Wyndham Rewards, the company’s award-winning guest loyalty program, through innovative relationship-building across the customer lifecycle.
Palca joined Wyndham in 2018 with over a decade of marketing experience in brand management, digital, loyalty, and customer experience, most recently leading customer experience transformation and marketing at Accenture Interactive.
Prior to Accenture, Palca held a variety of progressive marketing roles spanning financial services and hospitality, including tenures with American Express, Darden Restaurants and Digitas.
Palca holds a B.A. from Washington University in St. Louis, Mo. and an M.B.A. from The Fuqua School of Business at Duke University in Durham, N.C. 

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