Resources

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.

The total cost of ownership (TCO) of a loyalty program varies widely. Variables include the brand’s business category, geographical reach, size and scale of their partner networks, frequency of engagement with members, and the nature of technology used. Due to this variation, it’s not useful to attempt to give indicative figures for the TCO. Instead, the purpose of this article is to indicate the major components of the TCO, focusing especially on the areas where companies ca

This episode is sponsored by Points, a Plusgrade company . Read more about their Exchange solution as a growth channel for loyalty programs here. In this episode of Let's Talk Loyalty and Loyalty TV , Andrew Glance CEO of Qantas Loyalty , takes us behind the scenes of one of the world’s most successful loyalty programs. He shares how Qantas Loyalty has evolved from a marketing tool into a standalone business, delivering value to over 18 million members. Andrew dives into t

In case you missed it (which we doubt), OpenAI just made a major move. Shoppers can now buy products directly in ChatGPT , thanks to a pilot with brands like KAYAK, Instacart, Klarna, Etsy, and Shop.app by Shopify. The feature is live, shoppers are using it and it offers a huge shift in buying behaviour. So how can you make sure not to be left behind? Fashion is already a highly complex category to sell, dominated by volatile factors like fit, feel and emotional expression.

Ramadan is a time of reflection, connection, and generosity for over two billion Muslims worldwide. But it is also one of the most dynamic shopping seasons of the year, with significant shifts in consumer behavior. Being digitally present requires navigating multiple channels where your customers are active. As families gather for Iftar and friends coordinate Eid plans, they do so across a growing variety of digital channels. The demand for connection is higher than ever. Inf

This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV . TELUS is one of Canada's largest telecommunications companies, serving millions of customers across mobile, internet, TV, and digital health services. What makes TELUS particularly interesting from a loyalty perspective is how they've evolved their interactions with TELUS Services customers (mobility, internet, security and TV) through a new national tiered p

Fintech companies are now embracing loyalty marketing en masse , launching unique propositions in product and service niches where they can be best in class, and pick off valuable customers from traditional banks. A ‘fintech’ is basically an early-stage company using advanced technology to offer financial products and services in innovative, accessible, and agile ways. These firms deliver solutions like digital payments, online banking, automated investing, and crowdfunding.

Because nothing is more attractive than a brand that shows up at just the right moment, these Valentine’s Day marketing messages mix conversation, personalization, and a little romance to turn casual browsers into love-at-first-click customers. Valentine’s Day is almost here. For brands, it is one of the most important moments of the year to connect with customers who choose you again and again. Seasonal spending keeps climbing, and shoppers are actively looking for the perf

This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV . This episode examines how PetSmart uses behavioral science, data, and shared passion to create a loyalty program that feels personal and purposeful. Our guest today is Emily Feldman , Senior Director of Loyalty and Membership Experience at PetSmart. From rewarding engagement over transactions to moving beyond one-size-fits-all loyalty, the conversation hig

Marketing automation software helps to automate repetitive marketing tasks and processes, to create more personalized and efficient customer engagement. To make the most out of your tools, we've hand-picked inspiring use cases for your marketing automation strategies. Did you know that B2C businesses using marketing automation have seen a 50% increase in conversion rates? It all starts with putting customer insights at the core as your compass to build successful marketing a

You’d hope that the C-suite would be enthusiastic to fund growth in the loyalty program, because effective loyalty marketing represents huge upside potential, when the program aligns with company objectives and shared values with customers. In the case of the most popular programs, they also represent a major share of companies’ current enterprise value. Yet historically, winning backing from the C-suite for loyalty initiatives has been difficult. Loyalty best-practices are l

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . Listen To This Episode Here In this episode, Charlie Hills is joined by Jakub and John from the Global and UK Shell Go+ Teams. Jakub serves as the Europe & North America Loyalty & CRM Lead at Shell, where he has been driving customer engagement and commercial value since 2021. Before joining Shell, he led the end-to-end design and launch of the Footlocker Me

For the past 10 years, Currency Alliance has published a loyalty trends article which reflects a bit on what has been working to drive customer engagement. We’ve also reflected on how market dynamics and technology will change the industry. But 2026 is the first year where we would argue the market itself is driving the biggest prevailing trend. While most businesses experiment with AI, consumers are demonstrably already using the technology to shop around for better value. T

Ensuring Your Brand Remains Visible in the LLM-Powered Shopping Era As AI tools like ChatGPT become embedded in consumers’ shopping journeys, the mechanisms governing product discovery are increasingly shaping retail success. Currently, ChatGPT tends to prioritise results from high-authority, large-scale marketplaces. This algorithmic preference inadvertently marginalises smaller and niche retailers, even when they stock precisely what consumers are looking for. HOW CHATGPT

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . Listen To This Episode Here In this episode of Let's Talk Loyalty and Loyalty TV, we sit down with Aoun Raza and Emily Ong from Landmark Group ’s Shukran program, one of the GCC’s most successful loyalty programs with over 14 million active members. They also discuss Shukran’s program revamp, its impact on engagement, and strategies for building lasting loyal

The relevance of loyalty marketing to ‘ecommerce’ depends on what aspect of ecommerce you’re talking about. Are you a retailer? Do you sell ecommerce technology? Or are you from one of the many non-retail brands, associations or networks introducing ecommerce touchpoints to its various online and offline channels? Depending on your line of work, you may wish to skip to different sections of this article using these links:. reward programs for ecommerce retailers the technolog

Health, wellness, and fitness has become increasingly important across the world. As the demand for related products and services booms, the global wellness market is forecasted to reach a staggering $8.5 trillion USD by 2027. HEALTH, WELLNESS, AND FITNESS With 44% of consumers actively seeking products promoting a healthy lifestyle, it’s no surprise competition is becoming intense. Whether you’re an eCommerce, DTC, or multichannel retailer, your brand needs to become a beac