Customer Loyalty Takeaways: AI Fluency Is Becoming a Competitive Advantage for Both Employees and Brands

A recent Bloomberg article highlighting Gallup research found that technology employees who regularly use AI are significantly less likely to be laid off than those who rarely use it. While the research focuses on workforce trends, it signals a broader shift: AI fluency is rapidly becoming a core business capability that influences productivity, decision-making, and competitive advantage across organizations. 

Loyalty360 Perspective 

AI is quickly becoming an operational capability rather than an experimental technology. For customer loyalty leaders, the competitive advantage won't come from simply deploying AI—it will come from building teams that know how to use it to improve personalization, customer insights, decision-making, and business performance. 

Organizations that invest in both AI platforms and employee capabilities will be better positioned to deliver stronger customer experiences, increase operational efficiency, and create more measurable value from their AI investments. 

Why It Matters 

• AI fluency is becoming a competitive advantage for loyalty teams. 

• Personalization expectations continue to rise. 

• Employee adoption increases the return on AI investments. 

• Success should be measured by business outcomes—not AI usage. 

• Training employees may deliver greater ROI than purchasing additional AI tools. 

Key Takeaways 

1. AI literacy is becoming a core workplace skill. 

2. ​Organizations increasingly reward effective AI adoption. 

3. Productivity matters more than AI usage alone. 

4. AI is reshaping workforce expectations. 

5. Loyalty teams should build AI capabilities alongside technology. 

​Source: Bloomberg | Read the original article here