Dr. JR Slubowski - VP, Consulting, Kobie

Consumer perceptions are shifting in ways that are subtle yet consequential. Drawing on global proprietary research from our annual Heart of Loyalty study, we’ll explore consumer AND loyalty practitioner perspectives on topics such as values-aligned emotional loyalty, advocacy, referral, how brands can leverage community-based strategies to drive deeper engagement, where consumers are at in terms of their AI readiness and what drives them to use it, and the important precursors and expected outcomes that influence their willingness to share personal information about themselves. We’ll challenge assumptions, layer in our deep knowledge of behavioral science and psychology, and outline the opportunities (and risks) facing brands today as they work to continually evolve their loyalty strategies.

This session includes:

• Insights into what earns customers’ data-sharing trust – and what undermines it
• Clarity on what is driving emotional loyalty, advocacy, and referral across industries
• A practical lens for evaluating whether your current loyalty strategy reflects how customers are thinking and deciding today

Bobby Greenberg - Chief Product Officer, Kobie

The martech ecosystem is reassembling, not stabilizing – disaggregating in some places, converging in others, and reshaping what “CRM,” “CDP,” and everything in between actually means. Loyalty has a high-stakes role to play as the stack shifts. When that role is misunderstood or sidelined, brands risk optimizing yesterday’s structure while tomorrow’s operating model forms around them. This session explores how leaders should think about loyalty’s place inside the organization and why it is THE connective tissue across data, experience, and decisioning.

This session includes:

• A case for why loyalty is uniquely positioned to sit within the center your martech ecosystem
• Tools for assessing whether your current structure enables or limits personalization
• What changes operationally when loyalty owns orchestration across data and experience

Rachel Bicking - Chief AI & Data Officer, Kobie

Customer identity shifts moment by moment – and getting it right is foundational to delivering timely, trusted personalization at scale. This session explores identity as a dynamic construct, shaped by context, behavior, and now, the agents acting on a customer’s behalf. We’ll connect practical pressures such as trust, privacy, and relevance with everyday realities influencing behavior to show how identity is changing, why it carries greater weight, and what it must enable as a strategic capability.

This session includes:

• A practical definition of dynamic identity and the value that it drives within your program
• A way to evaluate whether your current data infrastructure supports identity
• A strategy for simulating and testing dynamic identities to future proof your program, understand trade-offs, and find opportunities

Marie DeLeo- Sr. Director, Strategic Consulting, Kobie

• A new perspective on personalization – shifting from brand-defined timing to customer readiness
• A strategy for identifying imperative customer moments
• A way to improve the overarching customer experience

Aidan Lundy - VP, Managing Director, Kobie

Commerce media networks are evolving how value is created and exchanged and loyalty programs sit closer to this shift than many brands realize. Commerce already exists inside loyalty, particularly in moments like redemption, where customers are actively choosing how to exchange value. This session explores how those moments can be structured more intentionally to deliver relevance, create new sources of value, and introduce optionality through partners without turning loyalty into advertising.

This session includes:

• A clearer view of how value exchange already exists within your loyalty program
• Criteria for evaluating partner, redemption, and optionality opportunities
• Strategic considerations for aligning loyalty with emerging commerce ecosystems

Martha Cohen - VP, Strategic Development, Kobie

Drew Slater - Director, Strategic Consulting, Kobie

This session brings the agenda to its natural conclusion by showcasing real life examples of what loyalty looks like as identity becomes more dynamic, personalization becomes truly real-time, and customers show up with both a human and an agent-driven presence. The focus is on making the future concrete – connecting what’s already taking shape to what comes next.

This session includes:

• A connected view of how identity, timing, ecosystem structure, and value exchange intersect
• Real-world examples that make future-state loyalty tangible
• Clarity on where to focus investment now versus what can wait