Loyalty360 Reads: Verizon Simplifies Wireless with New Plans, Salesforce to Acquire Fin in $3.6 Billion Deal, and Costco Embraces Technology to Speed Up Checkout

Verizon Simplifies Wireless with New Plans, Loyalty Rewards, and No More Upgrade Fees 

Key takeaways: 

• Verizon introduced a new loyalty platform offering 3% rewards on bills. 

• Rewards can be redeemed with partners including Starbucks, Sephora, Hilton, and Marriott. 

• The program includes experiential rewards such as FIFA World Cup experiences and exclusive events. 

• Verizon also eliminated activation and upgrade fees as part of a broader customer retention strategy. 

Verizon has announced several changes aimed at simplifying the customer experience and delivering more value. Key updates include eliminating activation and upgrade fees for eligible postpaid customers, launching Verizon Simplicity—a new wireless plan that gives all customers access to Verizon’s best 5G network—and introducing Verizon One, which combines mobility and home services into a single bill with taxes and fees included. 

The company is also launching Verizon Shine, a year-round rewards program featuring sweepstakes for experiences such as the FIFA World Cup 2026 Final, music festivals, and NFL events, along with daily rewards in the My Verizon app, including free coffee, gift cards, event tickets, and more. 

Learn more here.

Salesforce to Acquire Fin in $3.6 Billion Deal to Expand AI-Powered Customer Service 

Key takeaways: 

• Salesforce announced a $3.6 billion acquisition of AI customer service platform Fin. 

• Fin specializes in agentic AI for customer support. 

• The acquisition further signals that AI-powered service automation is becoming core infrastructure. 

Salesforce has agreed to acquire AI customer service company Fin for approximately $3.6 billion, strengthening its push to help organizations become “agentic enterprises.” Fin’s AI-powered customer support technology, which automates service interactions across channels like chat, email, SMS, WhatsApp, phone, and Slack, will be integrated into Salesforce’s Agentforce platform to expand its AI service capabilities. Salesforce says the acquisition will enhance customer service automation and support the continued growth of Agentforce. 

Learn more here.

Costco Embraces Technology to Speed Up Checkout and Enhance Member Convenience 

Key takeaways: 

• Costco is modernizing its member experience without abandoning its low-cost philosophy 

• New checkout technology is delivering measurable improvements, leading to record productivity levels across U.S. locations. 

• Digital tools are becoming a bigger part of the Costco experience, including digital membership cards, mobile wallet upgrades, and expanded online and delivery capabilities  

Costco, long known for its cautious approach to technology investments, is rolling out new digital and in-store enhancements to improve the customer experience. Recent upgrades include a pre-scan checkout system that helps reduce wait times and expanded digital membership features in its mobile app. According to company leadership, the changes are already driving faster transaction times and record checkout efficiency across U.S. stores. 

Learn more here.