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

When traditional loyalty schemes lose their power, what comes next?

Created in partnership with the CX Network, this sharp, insight‑packed mini‑report explores how customer loyalty is evolving across fashion, ecommerce, and grocery retail in 2026.

Designed for all CX leaders the report features direct perspectives from some of today’s most influential brands. It reveals why loyalty is becoming more unpredictable and harder to secure - and how industry frontrunners are successfully reinventing it.Inside, you’ll find expert commentary and practical strategies reshaping loyalty right now, including:

• The decline of points‑driven loyalty schemes
• Why emotional loyalty now outperforms transactional rewards, and how brands can cultivate meaningful connection in a competitive, value‑driven environment.
• Actionable examples from luxury, lifestyle, and seasonal brands demonstrating how to build stronger belonging and lift repeat purchase rates.
• How AI‑powered search and conversational platforms will disrupt loyalty yet again, shifting customer trust toward their preferred digital assistants - and the new role CX leaders must play.

Download your copy to get ahead of the loyalty curve in 2026 and prepare your organisation for the transformations already underway.