Customer loyalty is undergoing a noticeable transformation, and the latest episode of The CEO’s Desk with Loyalty360 CEO Mark Johnson takes a deep dive into what’s driving these changes. Drawing on findings from the 2025 State of Customer Loyalty Report, Mark explores how brands are rethinking loyalty strategies to meet evolving customer expectations.
One of the most striking insights he shares is the drop in brands planning major loyalty program overhauls—down from 79% in 2024 to 64% in 2025. Rather than sweeping....