Beyond Transactions: The Shifting Dynamics of Customer Loyalty

What if your brand’s approach to loyalty is missing key opportunities? Medallia and Ipsos surveyed over 800 CX leaders across industries to uncover how loyalty can be achieved, lost, and strengthened — and strategies to build stronger, lasting connections.

What you’ll learn:

• The loyalty perception gap — why brands often underestimate customer loyalty and how to measure it more effectively.
• From insights to action — how top teams turn feedback into meaningful, real-time improvements.
• The churn myth — why some brands overestimate churn risk and how to focus on the moments that matter most.
• AI’s growing role — how practitioners are leveraging AI to personalize, predict, and scale loyalty efforts.
• Practical next steps — actionable recommendations to strengthen loyalty programs and drive business impact.