Loyalty360

Overview: There is growing interest in emotional loyalty and how brands can build effective customer loyalty and engagement efforts that foster deeper emotional connections with members. This meeting will serve as a forum for Loyalty360 members to discuss the challenges and opportunities associated with emotional loyalty, share how they define emotional loyalty, and explore approaches to creating and sustaining emotional connections with customers.

** Members should come prepared to discuss what they are seeing/how they are approaching emotional loyalty within their organizations

Key Discussion Topics:

• Challenges associated with building and sustaining emotional loyalty
• How organizations define emotional loyalty and align internally on that definition
• Measurement approaches, data points, and indicators of emotional loyalty
• Defined or emerging stages of emotional loyalty across the customer lifecycle
• Traits and behaviors of brands with high levels of emotional loyalty
• Driving emotional loyalty in an era of increased privacy expectations and evolving customer expectations

Overview: Personalization, segmentation, and cadence management play a critical role in modern customer loyalty programs. As one-to-one relationships become increasingly important to loyalty success, understanding the technologies, processes, and best practices that enable effective personalization is essential.

In this roundtable discussion, Loyalty360 Brand Members are invited to share their experiences incorporating personalized experiences, communications, rewards, and more into their loyalty strategies. The discussion will also focus on best practices and insights related to launching and enhancing brand-level or loyalty-specific preference centers.
 
** Members should come prepared to discuss what they are seeing/how they are approaching personalization and customer preference management within their organizations
 
Key Discussion Topics:

• Personalization Technologies: Members' usage and considerations of platforms related to personalization, including AI/Machine Learning, personalized video, personalized rewards, experiences, offer management, and personalized content/communication.
• Preference Center Management: Brands that have implemented preference centers will discuss what's working well, areas for improvement, and desired changes.
• Integration Challenges and Opportunities: Exploration of internal or external IT constraints that impact the integration of personalization technologies and strategies.
• Measurement: Evaluation of the cost, profitability, and return on investment (ROI).