Ekaterina Sytova

In a world of price comparison, low switching costs, and promotion fatigue, many loyalty programmes struggle to drive genuine customer engagement. This panel explores what differentiates loyalty programmes that customers actually use from those that simply exist. Panellists will discuss how organisations design programmes that create real value, balance transactional rewards with emotional connection, and integrate loyalty into broader customer experience strategies.

Learning Objectives

• Dissect the characteristics of loyalty programmes that drive real engagement

• Discover how organisations design loyalty strategies that customers actively use

• Understand how loyalty programmes integrate with wider CX and brand strategy

Key Takeaways

• Insights into why some loyalty programmes succeed while others fail

• Learnings from organisations designing effective loyalty ecosystems

• Considerations for building loyalty initiatives customers genuinely value