Wh at ’ s Sh apin g Y o u r L o y alt y S trate gy? AI Drives Personalized Growth (continued)
Most companies describe their AI initiatives
How would you characterize the role Artificial Intelligence (AI) plays in your organization currently?
as actively building or scaling, indicating
the technology is becoming embedded in
day-to-day operations.
Planning
12
44% of respondents shared they have been
E arly
27
working on their AI initiatives for over 12 months.
B uilding
66
Looking ahead, retail leaders overwhelmingly
Late
23
expect AI to influence customer engagement
C omplete
18
and revenue growth in meaningful ways.
Paused
1
D eprioritized
3
The next phase of AI adoption will focus
less on automation alone—and more on
0
1 0 20 30 40 506070
enabling personalized, frictionless customer
experiences at scale.
How do you expect AI to influence your customer engagement strategy?
Implication for leaders —
Minimal impact
7
The competitive advantage will not come from
S mall efficiency gains
18
simply adopting AI, but from integrating it across
Moderate impact
5 6
the entire customer journey to improve loyalty,
S ignificant impact
50
personalization, and customer lifetime value.
Transformational to CX
17
O ther
1
0
1 0 20 30 405060 70
The Loyalty Growth Playbook
11
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