The Real Deal on Loyalty and AI

With all the talk about how AI magically “understands” us, much of today’s automation is still running on old data. More and more, brands are turning to AI to power intelligent member journeys, drive strategic innovation and ultimately, build stronger customer relationships. But poor inputs lead to bad outputs.

Before brands can benefit from AI in loyalty, they need a better understanding of how to leverage it effectively.

In this Real Deal video, Shamba Schmidt, Vice President of Sales Strategy, discusses how to transform raw data into real-time decisions and orchestrate smarter loyalty engagement across the full customer lifecycle.

Why experience debt is costing you customer loyalty

In our research, 88% of consumers notice when brands send messages repeatedly. Yet, many brands view overfrequencing as the reality of doing business—a necessary tradeoff in the pursuit of increased engagement and personalization at scale.

The assumption being that if only a few people tune out their communications or unsubscribe, the overall reach still justifies their marketing efforts. But the hidden cost is much higher.

With every interaction, your brand is either building loyalty or losing it. Irrelevant, poorly timed or redundant messages not only waste advertising dollars, but it also erodes customer trust—increasing the likelihood that customers will disengage or lose interest in your brand altogether.

Though AI has made it easier to reach people and personalize at scale, that alone doesn’t repair the damage excessive and irrelevant communications create. Not because AI isn’t powerful, but because it needs a solid data foundation to be effective.

How quality data and identity fuel better AI output

AI has the potential to boost your loyalty marketing efforts. It can help you execute faster, optimize loyalty campaigns in real-time and continuously evolve your program to meet customer needs.

But quality data and identity resolution are critical to AI’s efficacy. When your first-party data is cleansed, unified and enriched with identity resolution, you gain a holistic view of your customers that allows you to meet them where they are, with the right message.

With data-driven insights, brands can leverage AI to craft messages that resonate on a 1:1 level. AI-driven loyalty helps marketers move beyond static campaigns and turn routine customer experiences into relevant moments that resonate.

Key takeaways

• Why over-messaging is the hidden driver of customer churn
• The limitations of AI when data is fragmented or incomplete
• Practical strategies for using AI, meaningful data and identity to strengthen customer relationships

Watch this video to understand how you can use AI to reduce customer fatigue, improve personalization and create more valuable customer experiences.