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Lipsio

Carvalho

Director, eCommerce and Loyalty

Bank of Montreal

Lipsio Carvalho is a senior corporate leader and ecosystem strategist specializing in product commercialization, digital marketplace expansion, and high-velocity consumer engagement. As Director of Loyalty & eCommerce at BMO, he owns the strategy, P&L, and growth for Canada’s premier loyalty rewards ecosystem (Blue Rewards)—driving digital experience and commercial performance for over 11 million active collectors and a catalogue of 2,000+ SKUs. With an international career spanning strategic partnership management, e-commerce, and digital marketing, Lipsio has led growth initiatives and impacted brands across South America, the US, and Canada. He excels at bridging data-driven offer mechanics with consumer psychology to unlock multi-fold conversion lifts and sustainable margin growth. In addition to his corporate leadership, Lipsio is a recognized educator who has taught postgraduate courses in marketing, digital channels, and consumer behavior across leading Canadian institutions including TMU, Seneca, and Mohawk College. Trilingual in English, Portuguese, and Spanish, he brings a global perspective to product messaging, go-to-market execution, and building resilient partner ecosystems.

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13 November 2026 13:45 - 14:15

Why Customer loyalty will be your saving grace

Acquisition costs keep climbing, budgets keep tightening, and the brands still growing right now aren't necessarily the ones winning new customers faster, they're the ones holding onto the customers they already have. Loyalty isn't a nice-to-have loyalty program anymore, it's becoming the difference between a business that survives a tough market and one that doesn't. This session looks at why retention is quietly becoming the most important number on the dashboard, what actually drives customers to stick around versus just tolerate you, and how marketing and customer experience teams can build loyalty that holds up even when a competitor undercuts you on price. Expect a real conversation about what's working, what's just theater, and where to focus first if loyalty hasn't been a priority until now.