Agenda & Speakers

Transformative Change North of the Border, with Loblaw

In February 2018, as many Canadian customer loyalty programs were faced with bit of turbulence, two of Canada's better-known rewards programs merged, as Shoppers Optimum and PC Plus—two brands under the Loblaw umbrella—combined to become PC Optimum.
One of the challenges facing the combined entity was the concern from customers that the already-strong programs would be changed beyond recognition, but through a series of focus groups, combined with organizational commitment from the combined senior management team, customer feedback was allowed to essentially “drive the bus” of the program’s value equation. Customers wanted convenience and simplicity, two qualities that were delivered without question. This commitment to change was a huge risk, but a calculated one, and has since proven to be worth taking.
In this Customer Expo session, presented by Jim Noteboom, SVP of Loyalty & Analytics at food and pharmacy retailer Loblaw Companies Limited, attendees will learn how to: 

- Carefully listen to customers
- Enable channels for the customers based on their preference, how and when they want to engage with you
- Create personalization and relevancy through simplicity & value 


Jim Noteboom, Senior Vice President, Loyalty & Consumer Insights, Loblaw Companies Limited

Jim Noteboom is Senior Vice-President Loyalty & Consumer Insights at Loblaw. Jim is responsible for Canada’s leading loyalty program PC Optimum, which launched on February 1st, 2018 and currently has more than 13 million members. Prior to working at Loblaw, Jim held executive positions at JPMorgan Investment Bank, London (UK), and at A.S.Watson Health & Beauty Europe (Hutchison Whampoa of Hong Kong).  Jim holds an MBA in Business Economics from the Erasmus University of Rotterdam and a post-doctorate Accountancy from the University of Brabant, The Netherlands.

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