Humanizing Loyalty in an AI-Driven World

Every brand is feeling the pressure: rising acquisition costs, members who chase the next best offer, and a flood of AI tools that promise personalization but risk making your program feel less human. Meanwhile, your most loyal customers are telling you exactly what they need. Are you listening? In this interactive masterclass, we will share Phaedon’s latest research, best practices, and consumer insights for building emotional loyalty that drives retention, grows share of wallet, and turns members into advocates for your brand even when competitors make it easy to leave. Through structured peer discussions, you'll hear how others are navigating the same challenges and leave with the kind of unfiltered, industry-specific insights that only come from being in the room. Backed by our recent consumer research across five industries, you'll learn how to identify where your loyalty efforts are falling short on emotional connection, close the gaps that matter most to your customers, and measure loyalty in a way that reflects how people actually feel, not just how they transact. You'll leave with a clear picture of emotional loyalty opportunities and a set of actionable strategies to humanize loyalty in an AI-driven world. Complete a self-assessment of where your brand stands on emotional loyalty today.

Join this Workshop to:

1. Understand the six emotional loyalty drivers and how they map to your industry's specific performance gaps.


2. Learn how to distinguish between table stakes, nice-to-haves, and true brand differentiators in your loyalty program.


3. Receive practical guidance that goes beyond transactional metrics to capture how customers actually feel.


4. Explore how AI can amplify, rather than replace, human connection in loyalty strategy.

Denise Holt, SVP of Strategy, Experience & Research – Phaedon
John Pedini, Principle Analyst, Customer Loyalty - Forrester

01-06-2026 10:45 - 12:00