H o w are Customers Chan g in g? Loyalty Innovation Is the Top Customer Experience Investment
When asked where they must invest to remain competitive, retail leaders ranked loyalty program innovation as the top
customer experience priority.
36% of respondents identified loyalty program innovation as the most important customer experience investment.
Other leading priorities include:
•
Faster fulfillment and delivery (30%)
•
Mobile experience improvements (14%)
Which CX investment will be most critical to remain competitive?
•
Digital and experiential retail (11%)
Interestingly, AI-driven personalization ranked lower
AI-driven personalization
14
as a standalone CX initiative (9%), suggesting many
organizations have not yet fully connected AI
L oyalty program innovation
53
capabilities to customer experience strategy.
Fulfillment and delivery speed
44
This reveals a major opportunity for retail
organizations to bridge operational AI investments
Mobile experience improvement
20
with customer-facing loyalty experiences.
In-store digital or experiential upgrades
17
Implication for leaders —
Retailers that successfully combine AI, personalization, and loyalty strategy may unlock a significant competitive advantage in customer retention and long-term growth.
0
1 0
20
30
40
5 0
60
The Loyalty Growth Playbook
15
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