Webinar recap: Loyalty on-demand
POSTED : October 29, 2020
BY : Clay Walton-House

Achieving consumer loyalty on-demand was difficult even before the pandemic hit, but now many brands need to get creative about how they retain customers. Despite the high levels of uncertainty in the world, maintaining an emotional connection with customers is still an urgent priority for most brands.

I co-hosted a webinar, Loyalty On-demand: Digital Engagement in a Post-COVID World, with Forrester’s Emily Collins, focusing on engagement models for the new normal. We walked participants through the current state of loyalty programs, including the specific challenges brands face due to COVID-19, and how brands can take a data-driven approach to increase engagement from their subscribers.

If you missed the webinar, or would like to experience it again, watch the video below.

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About the presenters

Clay Walton-HouseClay Walton-House serves as Managing Director of Integrated Loyalty Solutions at PK. He helps Fortune 500 companies create and implement new customer engagement strategies that accelerate growth and build loyalty. His expertise lies in understanding consumer behavior and translating it into actionable customer insights. Clay has a proven track record of successful program design and optimization, helping uncover ways to build retention and loyalty strategies into a company’s broader business model.

Emily CollinsEmily serves as interim research director for B2C marketing professionals at Forrester. She leads a team of analysts who help clients develop marketing strategies that drive customer obsession and growth. Her team focuses on omnichannel advertising, social marketing, content strategy and intelligence, marketing measurement, and loyalty. Emily also leads Forrester’s customer loyalty and communities coverage. Her research examines loyalty strategy; loyalty programs; consumer trends; and the tools, skills, and processes B2C marketers need to manage and measure loyal customer relationships. She has been cited frequently in publications such as AdAge, CMSWire, CNBC, Direct Marketing News, Forbes, Fortune, and the New York Times.

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