Winning the loyalty game: Gen AI, personalization and what really works

In this engaging, conversational-style webinar, Chris Ford (Tech Director for Retail, Consumer Goods, Travel and Transport at Thoughtworks)  was joined by industry leaders Suraj Nagaraj, Head of Product - Loyalty and Support, Tesco; Tanvi Taparia, Product Office - PMO Digital Commerce B2B, B2C and D2C, Henkel; and Mike Cadden, Chief Technology Officer, Marie Curie; to explore what it really takes to build lasting customer loyalty in today’s complex digital landscape.

Key highlights included:

• How brands are evolving from transactional to experiential loyalty, enabling meaningful customer engagement through ecosystems and hyper-local personalization.
• Why Gen Z is reshaping loyalty expectations, prioritizing community, values, and emotional connection over traditional rewards.
• Real-world examples of conscious AI use in loyalty, including how to avoid common pitfalls that damage trust and experience.
• Practical strategies for building transparent, customer-first programs that increase relevance, drive lifetime value, and protect brand reputation.

Whether you work in retail, consumer goods, or digital strategy, this session offered actionable insights on winning the loyalty game—ethically, intelligently, and sustainably. Watch the recording on-demand now and discover how to build deeper, longer-lasting relationships with your customers.