AI is changing loyalty management. But are we ready to rethink the role itself?
Donald Baal (NASCAR), Matteo Costa (formerly TK Maxx) and Jan-Pieter Lips (Capillary Technologies) explore how AI is reshaping the way loyalty programmes operate.
From automating everyday tasks to fundamentally changing team structures, responsibilities and decision-making, this conversation raises a bigger question:
If you were building a loyalty team from scratch today, would it look anything like the one you have now?
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