Today, senior leaders are moving between a number of competing priorities: stabilizing operations, focusing on customer experience and innovation, human capital and leadership, and digital transformation. From technological advancements to shifting customer expectations, the need for a clear, unified vision is critical. This is where leadership alignment comes into play, serving as the indispensable first step in grounding an organization’s vision and focus. Through targeted workshops— workshops that bring key decision makers together—, leaders can not only set a North Star but also tackle un ..read more

WestJet is rolling out changes to their longstanding WestJet Rewards loyalty program come January 1st, 2025, and—at first glance—several of the new benefits seem appealing: extended expiration on companion vouchers (from one to two years), expanded eligibility for cabin upgrades (for status members and a travel companion on the same booking), exclusive Zone 1 boarding privileges to Platinum members (the highest tier), and a lower threshold to earning a milestone reward (rewards available after $2,000 spend, previously $4,000). What’s not to like? But, upon closer inspection, the changes can f ..read more

Fraudsters are targeting loyalty programs at a rapidly increasing rate, with The Loyalty Security Association (LSA) estimating that an incredible $3.1 billion in redeemed points are fraudulent. In other words: that potential revenue loss can add up quickly. It’s a question of when, not if, the fraudsters will attack. Fraud and security need to be a prominent consideration in all aspects of a program’s journey, most importantly, from the time that the program is first being conceptualized. Data leaks and fraud breaches have the power to immediately destroy a brand’s long-fought equity and imag ..read more

The dynamic between customers and brands—and the value exchange therein—is undergoing a profound transformation. AI's ability to process and analyze less structured data points is only growing, and businesses can now react with more nuanced and curated customer experiences. This shift moves beyond the simple binary opt-in/out decisions of a customer; rather, it’s a shift enabling brands to engage with their clientele in more meaningful and personalized ways. The promise of AI for customer experience extends far beyond simple data aggregation for analysis purposes. Brands, instead, must s ..read more

Belonging, Authenticity, and CX Ease, Effectiveness, and Emotion have been identified as the foundation of customer experience (CX) as highlighted by Forrester Research. Each has a significant impact on how people perceive their interactions with a brand. However, what was once a hallmark has become the price of admission. If experiences are not easy, effective, or positive, customers will find alternatives. The next step on the path to customer loyalty is to elevate experiences beyond the basics to help consumers feel that they are part of something special ..read more

Bond’s Mkt Intel Trend Subscription Blog: A Micro Blog Series Delivering Big Insights, all in 500 words or less ..read more

There are two heavy hitters dominating the artificial intelligence (AI) applications narrative: 1) tech giants churning out increasingly powerful AI models, and 2) established companies implementingAI into their existing products. A new player is turning heads in boardrooms across industries: AI orchestrators.  ..read more

Today, the battle for customer loyalty is hyper-competitive and fierce. Even with the number of loyalty memberships and program activity at their highest in 10 years, members are looking for more; they’re choosing brands that provide better, simpler, and more seamless experiences (The Bond Loyalty Report, 2024). As technology simultaneously advances at a breakneck pace, artificial intelligence (AI) is emerging as a game-changing tool for creating personalized experiences that foster deep, lasting customer relationships. But how exactly is AI revolutionizing personalization in loyalty programs ..read more

Bond’s Mkt Intel Trend Subscription Blog: A Micro Blog Series Delivering Big Insights, all in 500 words or less ..read more

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