About ICF

Lauren Sutherland

Senior Strategist, Customer Strategy, Insights + Research
Lauren is an expert strategist with nearly 10 years of brand development and customer marketing experience.
ICF’s global marketing services agency focuses on helping your organization find opportunity in disruption.
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Lauren is focused on brand development and customer marketing experience, and for the past decade, she has enjoyed working across myriad industries, such as travel and hospitality, retail/consumer packaged goods, and creator industries. She is known for her ability to synthesize large amounts of primary and secondary exploratory research and turn the data into actionable insights for clients that inform strategic recommendations.

Lauren works with clients such as Wyndham, Hilton, Amtrak, Sonesta, Fogo de Chão, Gabe’s, Metropolitan Airport Commission, TheBrandLab, J&J Gaming, and Darden Restaurants on real-world challenges ranging from economic development to product and market research. She also contributes to projects that include partner relationship management, competitive analyses, industry analyses, loyalty program designs, customer journey mapping, stakeholder interviews, and deep dives into trending topics.

Prior to joining our team, Lauren was in real estate and residential construction covering client, proposal, contract, and marketing management.

Lauren holds a master’s degree in business administration from the Carlson School of Management at the University of Minnesota.

Education
  • M.B.A., University of Minnesota
  • B.S., University of Illinois Champagne-Urbana

Insights

Article
Building trust through loyalty fraud prevention
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The value of increasing point utility in loyalty programs
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8 expert customer loyalty trend predictions for 2023
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4 strategies for connecting with your customers through zero-party data
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Travel trends in hospitality as pent-up demand outweighs global uncertainties
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Personalizing experiences at the intersection of UX and loyalty
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Leisure travel continues to rebound as interest soars to pre-pandemic levels
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Cultivating loyalty in the CPG industry through innovative customer experience
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