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Venue

Fontainebleau Miami Beach
4441 Collins Avenue
Miami Beach, FL 33140

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Thursday, April 28, 2011

10:30 AM - 11:15 AM

FEATURED PANEL: ENTERPRISE LOYALTY - HOW CARD ISSUERS ACHIEVE THE ULTIMATE CUSTOMER EXPERIENCE

Moderator: Kelly Hlavinka, Managing Partner, COLLOQUY
Panelists: Eric Crozier, Senior Director-Product Development and Loyalty, BARCLAYCARD US
Bob Daly, SVP, Retail Payment Solutions, U.S. BANK
Kerry Welsh, Head, Customer Experience,, CITIBANK NA

Marketers spend billions every year promoting loyalty strategies, but only a few are capable of leveraging that investment to transform performance across the entire organization, from the C-suite to customer service. Doing this means achieving enterprise loyalty, that stage when an organization frees its data for use across the entire organization, creating the optimal customer experience through innovative earnings options, new services and even branch locations. But arriving at this elevated level of customer value means voyaging beyond traditional loyalty marketing strategies – it involves educating different parts of the company and traveling the journey of the customer. This is an opportunity to hear how the executives of some of the world’s leading financial institutions are deploying enterprise loyalty to ensure all customer touch points speak in one voice, for the most meaningful experience. Whether they are making heroes of their associates, gauging clients for the greatest potential value or changing the culture from the top down, all have made pioneering strides in redefining loyalty for today and tomorrow.

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