How to win loyalty in 2026
Backed by new research from CSG, CX experts reveal how clarity, not more tech, is the key to loyalty in 2026.
Learn how to harness journey analytics and AI to identify and eliminate friction points in CX
RegisterConsumers are overwhelmed. Teams are stretched too thin. Loyalty is more fragile than ever. In 2026, adding more communications, more technology, or even more AI won’t solve the problem, it’ll only make the noise louder.
Join CSG for an exclusive look at their 2026 State of Customer Experience Report and get actionable tips on how you can cut through the noise to win loyalty in the age of overwhelm. Hear from CX experts from the Institute of Journey Management and CSG as they unpack new research and share strategies that reduce noise, simplify experiences, and earn customer trust.
Attendees will learn:
- Re-engage tuned-out customers: Why 70% of consumers say they’ve stopped listening and how brands can win them back.
- Apply AI where it clarifies, not complicates: See where AI removes effort, builds trust, and drives loyalty.
- Pinpoint and fix breakdowns fast: Learn how journey analytics reveal friction points and help you eliminate them before they impact customers.
- Personalize with empathy: Tactics to deliver experiences that feel human, not automated.
- Access exclusive 2026 data: Get insights and benchmarks to sharpen your CX strategy for the year ahead.
Speakers
Raymond Gerber
CX Thought Leader & Co-founder
Institute for Journey Management
Raymond Gerber is a CX and Journey Management leader with extensive experience helping organizations design and scale journey-led operating models. As co-founder of the Institute of Journey Management (i4jm.org), he advances the discipline of aligning customer intent, data, and collaboration to deliver measurable experience and business outcomes.
Erin Veltkamp
Director of Product Marketing
CSG
Erin combines research, brand strategy, and customer insights to help organizations improve experience strategy. At CSG, she leads CX thought leadership—translating shifting behaviors into strategies that strengthen engagement, loyalty, and retention.
Keith Wilson
Executive Director of Product Management
CSG
Keith drives the product strategy at CSG, where he leads the evolution of CX platforms toward real-time, AI-driven engagement. A former advisor to leading banks, insurers, and retailers, he brings a wealth of experience in shaping transformation at scale. Today, Keith is at the heart of creating LLM-centric and Agentic AI-powered products that redefine omnichannel communication and help enterprises compete in an era of rapid change.
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