Agenda
All times shown in CDT (event local time)
- 8:00 – 8:45 AMMeal
Breakfast
The Cascades
- 8:45 – 9:00 AMTalk
Setting the stage for Day 2
Ryman Ballroom ABDE
- 9:00 – 9:45 AMKeynote
The Balanced Loyalty Quotient Report, 2026: The Half You're Missing
Don Smith (Capillary)
Ryman Ballroom ABDE
- 9:45 – 10:30 AMTalk
Panel — Global Loyalty, Local Lessons: What Markets Can Learn from Each Other
Will Powers (The Cheesecake Factory) · Eugene Macey (Simon-Kucher) · Diego Higuera (Arcos Dorados / McDonald's) · Moderator: JP Lips (Capillary)
Ryman Ballroom ABDE
- 10:30 – 10:45 AMBreak
Coffee Break & BLQ Report Handouts
- 10:45 – 11:00 AMTalk
Spin, Streak, Win: How Marketing Ships Loyalty Experiences in Minutes
Balaji Vanjinathan & Bill Swift (Capillary)
Ryman Ballroom ABDE
- 11:00 – 11:20 AMTalk
Customer Showcase — Blain's
Aly Blawat (Blain's Farm & Fleet)
Ryman Ballroom ABDE
- 11:20 – 11:40 AMTalk
Customer Showcase — Hertz
Ryan Mitchell (Hertz)
Ryman Ballroom ABDE
- 11:40 AM – 12:00 PMTalk
ValueCraft: Crafting sustainable market value
Bala Visalatha (HDS Global)
Ryman Ballroom ABDE
- 12:00 – 1:00 PMMeal
Lunch & Networking
Foyer
- 1:00 – 1:15 PMTalk
Product Intro — Rewards+
Alan Zrado (Capillary)
Ryman Ballroom ABDE
- 1:15 – 1:55 PMTalk
Panel — Beyond Points: Partnerships, Ecosystems & Rewards Customers Actually Value
Katie Dalton (Audience Rewards) · Aaron Dauphinee (The Wise Marketer) · Jacob Pullia (Shark Ninja) · Moderator: Dena Escobedo (Capillary)
Ryman Ballroom ABDE
- 1:55 – 2:15 PMTalk
Customer Showcase — ADAC
Joost Greve (ADAC)
Ryman Ballroom ABDE
- 2:15 – 3:00 PMTalk
Panel: What Healthcare Can Teach Every Brand About Human Behavior
Tamara Bruns (CalOptima Health) · Bridget Harper (BCH Marketing & Design) · Mel Slade · Moderator: Susan Miller (Capillary)
Ryman Ballroom ABDE
- 3:00 – 3:15 PMTalk
Launch of Empower+
Susan Miller (Capillary)
Ryman Ballroom ABDE
- 3:15 – 3:30 PMBreak
Coffee Break
- 3:30 – 3:45 PMTalk
Agentic workflows in aiRA
Harsh Deo & Jack Ready (Capillary)
Ryman Ballroom ABDE
- 3:45 – 4:30 PMTalk
Panel — AI in Marketing: Separating What's Real vs. What's Hype
Donald Baal (NASCAR) · Ryan Mitchell (Hertz) · Eric Pace (The Remade Agency) · Sumit Kumar (Capillary) · Moderator: Siddhant Jain (Capillary)
Ryman Ballroom ABDE
- 4:30 – 5:00 PMTalk
Loyalty as a Growth Catalyst: Showcasing Innovation Across Capillary Clients
Don Smith (Capillary)
Ryman Ballroom ABDE
- 5:00 – 6:30 PMSocial
Networking Happy Hour — Bandana & Bolo Tie Bar Experience
Ryman Ballroom ABDE
- 7:00 – 10:30 PMSocial
Whiskey River Saloon — Dinner, Drinks & Country Music
Whiskey River Saloon, Downtown Nashville · Transportation arranged