Loyalty is no longer just a question of collecting points and saving cost, and in many sectors, todays customer needs a deeper level of relationship with a brand to drive genuine loyalty. Authenticity, honesty and a focus on personalisation are critical areas to focus on – not just for Gen Z, but across the spectrum.

This discussion will look to focus on how the shift in expectations should be reflected in your approach to brand and loyalty, and consider:

• How can you change internal mindset around measuring the success of your brand loyalty, and move beyond ROI and other traditional metrics? What are the KPIs which you should focus on in 2024?
• Don’t be boring! Outlining the value of moving from promotional to entertaining in your approach
• What approach should you take to get the buy-in from senior leadership in building such a project?