Report - When Points Stop Working: The New Rules of Customer Loyalty

When points stop working, what’s next?

Written in collaboration with the CX Network, this concise, insight‑rich mini‑report reveals how loyalty is rapidly shifting in 2026 across fashion, ecommerce, and grocery retail outlets. 

Built for Chief Customer Officers, VPs of CX, Retail Leaders, and Transformation Directors, this report with first accounts from some of today's biggest brands uncovers why loyalty has become scarce, fragile, and increasingly fleeting - and what leading brands are doing to rebuild it.

Read about how fellow industry experts share their strategies that are reshaping customer commitment today, including:

• Why traditional points‑based programmes are losing influence - and how brands are replacing them with community, exclusivity, and value‑aligned experiences.
• How emotional loyalty is overtaking transactional loyalty, and what it takes to create genuine affinity in a saturated, price‑sensitive market.
• Real‑world tactics from luxury, lifestyle, and seasonal retail brands, showing how to spark deeper belonging and increase repeat purchase rates.
• How AI search and conversational interfaces will rewrite loyalty once again, shifting trust from brands to digital assistants - and what CX leaders must do to stay ahead.

Download now to understand the loyalty landscape of 2026 and equip your organisation for what’s coming next.