Loyalty programs once served as a marketing lever — earn points, redeem later — and are now evolving into a fully embedded, hyper personalized customer experience. Today’s most successful loyalty programs are built around redemption in the moment, not points earned for future payoff. Trillions of loyalty points sit unused every year, not because customers …
If you think retail media is loyalty, sorry, but you’re wrong. I certainly was. In my head, I was getting annoyed seeing how Retail Media became the buzz word across the world of retail. Teams, and even businesses, have been born to operate in this space. Jumping on the bandwagon, I thought. Retail Media is …
Welcome to dunnhumby’s The Science of Shopping newsletter, where we explore the trends shaping the future of retail and share the insights that matter most to retailers and CPGs. In this edition, Ben Snowman dives into Agentic Commerce and what it means for customer loyalty. Agentic Commerce is set to become a defining shift for …
Agentic Commerce: How to win and retain customer loyalty by Ben Snowman at Dunnhumby Read More »
If there is one absolute truth in our industry, it is this: One size has never, and will never, fit all. In a consumer landscape shifting rapidly, resting on the laurels of traditional loyalty mechanics is a dangerous game. Retention is the lifeblood of success, but the drivers of that retention are becoming increasingly nuanced. …
The New Mathematics of Loyalty: Why ‘One Size Fits All’ has Expired Read More »
We have all heard the golden rule: acquiring a new customer costs five times more than retaining one. Yet, in 2025, retention is the hardest KPI to move. Why? Because the traditional “earn-and-burn” model has become invisible. When every brand has a points scheme, points become a commodity, not a differentiator. At 5Bonsai, we have observed …
Why Traditional Loyalty Is Becoming Invisible to Customers (And How to Fix It) Read More »
We are proud to announce that Comarch has been recognized as a Strong Performer in The Forrester Wave™: Loyalty Platforms, Q4 2025. Authored by John Pedini, this report helps professionals select the right partner for their needs. Global Expertise and Strategic Focus Comarch’s vendor profile in the report states: “Comarch is best suited for global, …
Comarch Named a Strong Performer in The Forrester Wave™: Loyalty Platforms, Q4 2025 Read More »
Harmonizing the loyalty experience isn’t exactly the kind of glorious job that wins you a ‘Next-Gen Loyalty Experience’ award. It’s more like the grown-up version of sorting LEGO bricks; everyone appreciates the final build, but nobody sees the hours spent aligning the tiny pieces. Even a seemingly coordinated, consistent and effortless customer journey requires heavy …
Harmonizing Loyalty: The Quiet Work Behind a Seamless Global Airline Experience Read More »
Imagine this: Over dinner, you mentioned to a friend, “I’m thinking about Crete next spring.” Your personal AI – already trained on your budget, preferences, and travel habits – starts negotiating with brand AI’s in real time. When you get home, your perfect vacation is waiting in your inbox. No search tabs. No comparison sites. …
The Future of Loyalty with AI as your New Customer Read More »
5 Practical Strategies for European Retail Loyalty Programs Retail loyalty programs are everywhere, but many fall short of building real customer loyalty. That’s because they’re often designed around business KPIs, not how people actually think or feel. In reality, loyalty is emotional. To improve engagement and increase retention, retailers first need to understand the factors …
5 Psychology-Based Strategies for European Retail Loyalty Programs Read More »
Curating Real Conversations, Not Corporate Noise At The ELA™, we live and breathe loyalty and CRM— but not the fluffy, corporate kind.Every day, I’m hunting down the real-world lessons, honest mistakes, and game-changing ideas that loyalty and engagement professionals actually want to hear. Whether it’s meeting one-to-one with new speakers, reviewing our ‘Let’s Geek Out’ …
Behind the Scenes at The ELA™: How We Build a Loyalty Community That Matters Read More »
