Joshua Kanter is a senior marketing leader with deep experience in hospitality, travel and entertainment. In recent roles at Caesars Entertainment and Viking Cruises, Joshua was responsible for next-generation customer lifecycle management, loyalty program design, brand and media, direct marketing, digital advertising, consumer insights, proprietary payments strategy, big data initiatives and marketing technology. In both 2012 and 2013 Joshua led Caesars to win Colloquy’s highest honor, the Master of Enterprise Loyalty award. Prior to joining Caesars, Joshua was an Associate Partner at McKinsey & Company where he was a leader in the Loyalty Strategy and Customer Lifecycle Management practices across several industries, including financial services, hospitality, telecommunications and retail.
Session Title: Customer Centricity in Practice: Creating a Virtuous Loyalty Cycle
Session Description: Loyalty programs. Consumer insights. Marketing analytics. One-to-one marketing. Customer experience management. Most companies devote significant resources to each of these critical customer management functions, and yet many fail to build lasting, profitable relationships with customers. So what is missing? Customer centricity. In this session, Joshua Kanter, marketing leader in the travel, hospitality and entertainment industries, explores the inter-related challenges of leading a customer-centric organization, guiding principles (and examples of how these principles can be applied), and the payoffs of creating a customer-centric organization.