Wednesday, March 18, 2026
CRM & Loyalty Symposium:
The Future of Customer Relationships
Join us along with AMA Baltimore for a forward-looking discussion on how brands are evolving their approach to acquiring, engaging, and retaining customers.
Were bringing together marketing leaders, CRM practitioners, and data-driven strategists to explore how customer relationships are being reshaped by first-party data, identity shifts, and changing media dynamics.
Customer Strategy Can’t Live in Silos Anymore
This symposium will examine how CRM, loyalty, and media work together as a unified system to drive durable growth. The focus is not on theory, but on how leading brands are building foundations today that allow them to adapt and compete tomorrow.
What You’ll Experience
Panel Discussion | Moderated by Response Labs
A candid conversation on how brands are operationalizing customer relationships beyond owned channels. Panelists will explore how CRM and loyalty principles shape broader marketing decisions across data, media, and lifecycle strategy.
Topics include:
- The evolving role of first-party data in a changing identity landscape
- How CRM and loyalty strategies influence media targeting and spend efficiency
- Aligning lifecycle marketing with upper- and mid-funnel media efforts
- Using data and automation to maintain relevance as channels and consumer expectations change
- The role of a full-service agency in orchestrating strategy, execution, and measurement
Guest Presentation: Loyalty at Enterprise Scale
Ryan Draude | Head of Loyalty, Giant Food
Gain a first-hand perspective on how one of the region’s most recognizable brands approaches loyalty in a complex, competitive, grocery environment.
Ryan will share insights on:
- How customer expectations are changing and what that means for loyalty programs
- Building flexible foundations that allow programs to evolve over time
- The role of data, technology, and organizational alignment in long-term success
- Lessons learned from operating loyalty at enterprise scale
What You’ll Walk Away With
By the end of the session, you’ll have a clearer understanding of:
- How leading brands are operationalizing first-party data beyond basic personalization
- What effective lifecycle marketing looks like in practice, not just in theory
- Where emerging technologies add real value to CRM programs today
- How loyalty programs can reinforce brand preference, not just drive discounts
- What it takes to build scalable, data-driven customer relationships in a changing identity landscape
Who We Are
Response Labs is a team of innovative problem solvers passionate about connecting people and brands through digital marketing. With deep expertise in CRM and loyalty marketing, first-party data, and Salesforce Marketing Cloud we help every message strengthen relationships and drive lasting growth.
This symposium reflects how we partner with brands every day: grounded in strategy, powered by data, and built for what’s next.