POSTED : May 20, 2019

Loyalty Expo session explores DSW’s customer loyalty program relaunch and the unprecedented results in enrollment growth, member retention and reactivation rates

(May 20, 2019) – Lenati, the strategy and design division of PK, announced today that it will co-present with DSW (Designer Shoe Warehouse) on the footwear retailer’s innovative loyalty program at the Loyalty 360’s Loyalty Expo on May 21 in Charlotte, North Carolina. Lenati will also lead a workshop on digital utility the following day at the Loyalty Expo.

Loyalty Expo is an annual customer loyalty conference where the industry’s top practitioners share strategies, insights, trends and best practices for customer retention and reward programs. Clay Walton-House, head of consumer strategy at Lenati, and Julie Roy, vice president of CRM, digital and analytics at DSW, will lead a session centered on the development and success of the DSW VIP loyalty program, which Lenati helped develop.

The breakout session will explore how the program unlocked double-digit customer enrollment growth, experienced record-breaking member retention and reactivation rates, and increased average member spending. It will also examine the importance of consumer data insights in designing customer loyalty programs that align with a brand’s mission.

“Session attendees will get an inside look at how one of the world’s biggest shoe retailers revamped its customer loyalty strategy and launched an era of increased ROI through an impactful customer experience,” said Kris Klein, co-founder and managing partner at Lenati. “Retailers can attain positive, business-wide effects similar to those experienced by DSW by drawing on data to reimagine customer centricity in loyalty programs.”

For more information on Lenati’s workshop at Loyalty Expo please view the session agenda.  

About Lenati

Lenati serves as valued advisors and collaborators to companies looking for customer-focused solutions and best practices in marketing, sales and customer experience. Working across the customer lifecycle, from acquisition to engagement and retention, Lenati is the leading consultancy helping the world’s best known companies to form an indelible bond between brand and customers.

As the strategy and design division of PK, Lenati has a global footprint that enables it to scale solutions across strategy, design, prototype and development using cutting edge technology to deliver high-value experiences. 

About PK

PK is a global digital services company that helps organizations build the vision and the tools to run the future. With expertise in strategy, technology and operations, PK delivers design-engineered solutions that escalate growth for the world’s largest companies. Its team of more than 3,500 experts has been delivering experiential competitive advantages since 2004. For more information visit