by Meghan Pratt | Sep 2, 2026 | AI, Blog, Personalization
Loyalty as the coordination layer across the whole customer relationship By Adriana Sofia Gomez · Director, Strategic Consulting The best loyalty teams are no longer built as marketing sub-functions. They are built as a coordination layer across the entire customer... 
by Meghan Pratt | Jul 22, 2026 | Blog
What the 2026 Heart of Loyalty Research reveals about values alignment, advocacy, and the referral tactics that actually work. Referral programs have a trust problem — not with consumers, but with how brands think about them. Most referral strategies are built... 
by Meghan Pratt | Jul 9, 2026 | Blog
What’s actually driving AI adoption in loyalty programs — and why the hesitation is coming from the wrong side. The loyalty industry has spent the better part of two years asking whether customers are ready for AI. According to the 2026 Heart of Loyalty Research,... 
by Meghan Pratt | Jun 3, 2026 | Blog, Loyalty Strategy
Here’s a scenario that plays out in boardrooms more often than it should: A CMO walks into a budget meeting feeling good. Engagement is up. Members are active. Redemptions are climbing. NPS scores are strong. By every measure they’ve been tracking, the... 
by Meghan Pratt | May 28, 2026 | Blog
Retail loyalty is being stress-tested. Expectations have accelerated faster than most programs were built to handle — and the gap between what shoppers want and what brands deliver has never been more visible. The programs gaining ground are the ones that make loyalty...
