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

If loyalty points no longer inspire customers, where do brands turn next?

Developed alongside the CX Network, this compact yet powerful report breaks down the major loyalty shifts taking shape across fashion, ecommerce, and grocery retail in 2026.

• Created specifically for Senior CX Leaders, it features first hand insights from leading global brands. The report explores why customer loyalty is becoming increasingly unstable - and highlights the innovative approaches top organisations are using to strengthen it. Within the report, industry voices reveal the new playbook that's redefining loyalty today, including:
• The erosion of points‑based loyalty models and how forward‑thinking brands are replacing them with experiences built on exclusivity, community, and shared values.
• The rise of emotional loyalty over transactional benefits, and what it takes to forge true connection in an oversaturated, price‑driven ecosystem.
• Proven loyalty‑building tactics from luxury and lifestyle brands, demonstrating how deeper belonging can be cultivated to drive higher repeat engagement.
• The coming disruption from AI search and conversational journeys, which will once again shift how customers form trust.