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Leaders in Customer Loyalty: Industry Voices: Don Smith, Chief Consulting Officer at Capillary
Manage episode 468400217 series 3272525
Loyalty programs have evolved far beyond simple points and rewards. In an era where consumers expect hyper-personalized experiences and seamless omnichannel interactions, brands must rethink how they engage and retain customers. From leveraging AI to recalibrating business models, staying ahead requires both innovation and strategic execution.
In this episode of Industry Voices, Mark Johnson of Loyalty360 sits down with Don Smith, Chief Consulting Officer at Capillary, to unpack the latest trends in customer loyalty. They discuss what predictions for 2024 held true, where the industry fell short, and what key strategies will define success in 2025. With insights on AI, partnerships, financial engineering, and program design, this conversation is a must-read for any loyalty professional looking to refine their approach.
Chapters
1. Introduction to Episode (00:00:00)
2. Launching the Leaders in Customer Loyalty Podcast (00:11:45)
3. Key Trends for Customer Loyalty in 2025 (00:38:32)
4. Predictions and Realities for 2024 (01:06:12)
5. The Role of AI in Customer Engagement (01:49:07)
6. Brand Partnerships and Future Directions (02:48:30)
441 episodes
Manage episode 468400217 series 3272525
Loyalty programs have evolved far beyond simple points and rewards. In an era where consumers expect hyper-personalized experiences and seamless omnichannel interactions, brands must rethink how they engage and retain customers. From leveraging AI to recalibrating business models, staying ahead requires both innovation and strategic execution.
In this episode of Industry Voices, Mark Johnson of Loyalty360 sits down with Don Smith, Chief Consulting Officer at Capillary, to unpack the latest trends in customer loyalty. They discuss what predictions for 2024 held true, where the industry fell short, and what key strategies will define success in 2025. With insights on AI, partnerships, financial engineering, and program design, this conversation is a must-read for any loyalty professional looking to refine their approach.
Chapters
1. Introduction to Episode (00:00:00)
2. Launching the Leaders in Customer Loyalty Podcast (00:11:45)
3. Key Trends for Customer Loyalty in 2025 (00:38:32)
4. Predictions and Realities for 2024 (01:06:12)
5. The Role of AI in Customer Engagement (01:49:07)
6. Brand Partnerships and Future Directions (02:48:30)
441 episodes
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