I recently read a rather lengthy article, “Rewards breakage-boon or bane? The role of technology in optimizing breakage” by Sanjai Velayudhan, Senior Manager, Loyalty Programs, ITC Infotech. This article was eye opening on the amount of breakage left on the table each year – and the detrimental effects this breakage has to companies across industries. Loyalty programs have a clear impact on customer retention. They allow companies to identify purchase patterns and....

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