Agenda & Speakers

Loyalty360 Customer Awards Finalist Presentations: Customer Experience & Engagement

Tuesday, November 7, 2017 - 9:00 AM - 10:00 AM
Leading up to Tuesday’s Loyalty360 Customer Awards ceremony, the finalists competing in the 2017 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.

Finalists in the customer engagement & experience category will focus on the brand’s complete brand engagement & CX strategy, including definitions and program mechanics. Brands will describe their unique approaches & overall customer-focused goals, objectives, and strategies for traditional or non-traditional programs.

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

Speakers

Colby Hutchinson, Manager Guest Feedback Programs, Best Western

Colby Hutchinson is the manager of guest feedback programs for Best Western® Hotels & Resorts. As the “voice-of-the-guest evangelist” for one of the world’s largest hospitality brands, his passion is helping others find opportunities to grow memories for their guests. He helps drive guest loyalty by working to implement customer-centric practices and energize corporate- and property-level teams for more than 4,100 hotels worldwide. Through this collaboration, he finds enhancements to the product experience, the service experience, staff engagement and leadership at hotels that create better overall guest experiences.

Jonathan Gingerich, Senior Manager, Client Engagement & Loyalty, CIBC

A passionate loyalty marketer, Jonathan has spent his career developing loyalty and engagement strategies for Fortune 500 brands across North America. He brings over 15 years of loyalty and engagement experience to the Credit Cards team at CIBC, tapping into this deep expertise to create compelling strategies and solutions designed to put client needs at the center of all interactions. Joining CIBC in 2015, Jonathan led their transformation in client engagement from campaign-based executions to an always-on strategy that delivers the right message at the right time to deepen relationships and drive behavior.

In his spare time, Jonathan holds a volunteer position on the Board of Directors for Children’s Treatment Network of Simcoe-York and was recently accepted into a Volunteer Firefighter position in Caledon, ON. He holds a BBA (Hons) from Trent University with a minor in Computer Science.

Priscilla Yu, Director of Client Engagement and Optimization, RBC Rewards

Priscilla Yu is the Director of Client Engagement and Optimization for the RBC Rewards Loyalty Program.  She is responsible for the creation, implementation and ongoing optimization of an integrated customer engagement strategy across the Loyalty and Rewards Business driving sustainable competitive differentiation.

Priscilla has been with RBC since 2002 where she held various positions including credit card acquisition and the marketing of co-brand credit cards, product management and channel acquisition. In her last role with Personal Deposits and Investments, she led the acquisition strategies across the portfolio managing transformational initiatives making significant industry leading enhancements to deliver seamless digital experiences.

Prior to joining the bank, Priscilla worked at advertising agencies with clients ranging from telecom to pharmaceuticals.

She holds a B.A.  in economics and Psychology from Western University in London, Ontario.

Samuel Johnson, VP Global Marketing, Customer Loyalty & Insights, Ryder

Samuel Johnson is the Vice President of marketing for Ryder System, Inc., a $6.4B FORTUNE 500® transportation and supply chain solutions company with more than 26,000 employees.  Mr. Johnson is responsible for all aspects of Customer Loyalty and Market Intelligence for Ryder.
 
Mr. Johnson joined Ryder 2005 as a Senior Manager, Strategy & Development, and then became part of the FMS Sales & Marketing team as Director of Customer Retention prior to his current role.
 
Throughout his career, Mr. Johnson has held leadership roles in several fortune 500 companies. Starting at a Coca-Cola bottler and beverage distributor, and then as a management consultant with A.T. Kearney Inc.  
 
Mr. Johnson holds an MBA in Marketing & Supply Chain Management from Michigan State University and a B.Sc. (Hons) in Engineering from the University of the West Indies.  He serves on the board of directors of Big Brothers Big Sisters of Miami and also on the board of governors for the National Private Truck Council.  

Agenda Overview

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