Max Kenkel

Personalization has become a priority for loyalty teams as brands look for ways to make customer experiences more relevant and strengthen individual relationships. With more customer data, increasingly sophisticated technology, and new AI...Read More

Customer loyalty is no longer managed by a single department. Today's loyalty initiatives are more data-driven, personalized, and integrated across the customer journey than ever before, prompting brands to rethink how they structure...Read More

Launching a loyalty program is a major milestone, but according to loyalty experts, it's only the beginning. Brands often spend months designing program mechanics, selecting rewards, building technology, and preparing for launch...Read More

Key Takeaways Long-term engagement depends on giving customers meaningful reasons to return without adding unnecessary complexity or demanding more of their attention.  Brands are moving beyond spend-based loyalty by using...Read More

Customer loyalty has long been measured through purchases, points, and repeat transactions. But increasingly, brands are recognizing that true loyalty extends beyond incentives alone. As customer expectations around personalization...Read More

As loyalty programs continue to evolve under increased financial scrutiny, the challenge for brands is no longer just proving value —it’s operationalizing it. In Part 1 of this Supplier Perspectives series, industry...Read More

As economic pressure intensifies and scrutiny over budgets increases, loyalty leaders are facing a familiar challenge with renewed urgency: how to align marketing ambition with financial discipline. For many organizations, tension...Read More

As customer acquisition costs continue to rise, loyalty programs are being forced to grow fast. In this Q&A, Max Kenkel, Customer Solution Line Manager of ITA Group, shares how brands can move loyalty beyond a passive...Read More

Customer loyalty strategies often focus on technology, personalization, and rewards, but the moment that defines a customer’s experience frequently happens in a frontline interaction. The employees delivering those experiences...Read More

Across industries, loyalty programs are being tested by economic realities that make it difficult to deliver the same value members once enjoyed. Airlines are raising redemption thresholds, hotel chains are shifting to dynamic pricing, and...Read More