Resources

Conversational experience is how customers and businesses talk across digital channels. Learn the four pillars, the use cases, and how AI agents orchestrate it.

Back in 2019, I participated in a study by The Wise Marketer, alongside 33 other industry experts, in which 83% of us cited lack of C-suite backing as a top reason why loyalty programs underperform. I doubt this figure would be much lower if we re-ran the study today. While there are many excellent business leaders who recognize the loyalty program’s revenue-generating potential, across the industry, there remains some persistent areas of misalignment between the loyalty team

This episode is sponsored by Epsilon. Loyalty Buyer's Guide from Epsilon - a free practical guide to help you evaluate loyalty platform options. Download it here now. ------------------------------------------------------------------------------- Today’s episode is in Audio only. In this episode, our host Nyeleti is joined by Alice Sesay Pope, a Fortune 100 executive, former Global Vice President at Amazon, and author of The Trust Algorithm, to explore why the hardest part of

"100% of my interactions have been escalated to a human agent. And the worst part is, I have to re-explain everything." That's a Malaysian shopper describing one of the country's most popular e-commerce chatbots, quoted in Entermind's June 2026 whitepaper on AI customer service.

WhatsApp delivers open rates that email cannot match. But treating it as another broadcast channel is quietly destroying the trust that made it valuable in the first place.

See the best companies for customer experience, then use their playbook to build better CX with omnichannel engagement, AI, and unified data.

Fashion retailers are losing control of how products show up in AI summaries and shopping assistants. The challenge isn’t visibility. It’s fidelity.

This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV. In this episode, Nyeleti reconnects with Raghu Mahadevan, Executive Vice President, Chief Digital Officer and Chief Information Officer at 7-Eleven, five years after his first appearance on the show, to explore how one of the world's most iconic retailers is evolving its loyalty, digital, and AI strategy. The conversation explores the growth of 7Rewards, the inte

When AirAsia moved customers away from its call-centre queue to AVA — its automated chat assistant — it was not following a trend. It was solving a real business problem

Google says don't optimize for AI and it's a smart advice. But brands that stop there miss the bigger opportunity: product data that transforms every channel.

In a fragmented digital landscape, Maybank Philippines is delivering fast, simple, and secure experiences without compromise by integrating the right channel mix and smarter data practices. Learn how the bank is building a future-ready omnichannel strategy in a mobile-first market.

This episode of Let’s Talk Loyalty and Loyalty TV is a Perfect Master Class in Gamification. We had the pleasure of talking to Mrinalini Chowdhary, Director of Strategy and Insights at EMEA Epsilon. Epsilon has been helping clients deliver loyalty objectives globally for more than 50 years. Epsilon Loyalty combines deep loyalty expertise with enterprise-grade technology to create growth-based programs that fundamentally change habits and deliver measurable long-term value to

Why reactive win-back campaigns are the wrong fight — and what predictive retention looks like in practice

How leading retailers are building semantic intelligence that goes beyond simple labeling to create predictable, brand-consistent AI systems. The Language Problem That's Costing Retailers Sales Americans call this cuffed. The British call it turned up. In the US, turned up means drunk. But the customer just says “the jeans with the fold at the bottom “. If your search doesn’t know those three phrases point to the same thing, you’ve missed the sale. That’s one example. Here’s

Using AI might be standard practice, but it doesn’t mean we’re all good at it. Check out this checklist to see how prepared you are to actually use AI strategically. Most brands can launch an “AI” chatbot. Far fewer can launch AI that actually improves over time, works across channels, and becomes a durable part of the customer journey (not a single use “pilot” that quietly disappears six months later). If you’re thinking about AI for customer communication like AI agents, au

AI platforms are changing how customers discover brands. Phaedon is leading the discussion on what this fundamental shift means for loyalty leaders like you. Sign up for their live session at loyaltyinsiders.com. -------------------------------- In this episode, we speak with Brad Anderson, Vice President of Hilton Honors at Hilton about how one of the world’s largest hospitality loyalty programs is evolving to deliver more value, flexibility and recognition for its more than

When a shopper asks AI for a "playful vibe" dress, it only finds what your taxonomy tells it to. The brands winning agentic search are the ones whose words match their customers' intent. At the beginning of March as I anticipated the ‘Joyful’ tagline cover of Vogue’s spring trends edition hitting the stands, I was curious to see what ChatGPT would surface when prompted to “find me a dress with a playful vibe”. I specifically chose the word ‘playful’ because it reflected onlin

With its great transformation in recent years, a new problem has emerged in the enterprise chatbot market: there’s no shared definition of what an enterprise AI chatbot is. Is it a chatbot? An AI agent? A conversational AI platform? The already complex vocabulary has shifted faster than most vendor websites, and the platform decision shapes how far automation can scale. A platform built for FAQ automation won’t handle autonomous multi-step reasoning, and on the other hand, a

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available. Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now. --------------- In this conversation, Miranda Bliss, Head of Loyalty, CRM and Performance Manager explores how Miele’s loyalty strategy reflects the future of customer engagement—shifting from transactional programs to seamless, omnichannel experiences built on trust, simplicity, and long-ter

See how enterprises in retail, banking, healthcare, and HR are using conversational AI to cut costs, improve CX, and drive revenue. With real results. Most enterprise “conversational AI” is still a glorified FAQ page with a chat bubble. Meanwhile, LAQO’s AI assistant resolves 90% of insurance queries in under five messages, Floward handled 54,000 WhatsApp conversations on Valentine’s Day, and iBancar funnels 60% of loan leads through approval without a single human agent. Thi