In this latest episode of Leaders in Customer Loyalty, Loyalty360 continues the Industry Perspectives series, bringing together a diverse group of experts to address one powerful question:
What is the biggest challenge you’re seeing in customer loyalty today, and what are your clients and prospects asking about most?
This compilation offers candid, thought-provoking commentary from some of the leading voices across the loyalty ecosystem. Contributors share firsthand observations about the convergence of CRM and loyalty, the financial and operational implications of points liability and ROI measurement, and the growing influence of AI and data orchestration in shaping personalized customer experiences.
The discussion also explores themes of loyalty fatigue, technology integration, and the increasing need for brands to “earn” consumer attention through relevance and intentional engagement. Whether you're focused on program design, analytics, or emotional connection, this episode highlights the diverse challenges, and emerging opportunities, defining the modern loyalty landscape.
Featuring insights from:
Becky Hill (Points at Work, a CORA Loyalty Product) • Brad McDonald (Epsilon) • Mary Luckey (Maritz) • Len Covello (Engage People) • Nowell Outlaw (Switchfly) • Wendy Culpepper (Kobie) • Len Llaguno (Kyros) • Max Kenkel (ITA Group) • Dave Andreadakis (Loyalty Juggernaut)