Mladen Vladic

Loyalty leaders have more technology at their disposal than ever before. AI can personalize customer interactions at scale, increasingly sophisticated data can help brands understand individual purchasing behavior, and emerging capabilities...Read More

Key Takeaways Long-term engagement depends on giving customers meaningful reasons to return without adding unnecessary complexity or demanding more of their attention.  Brands are moving beyond spend-based loyalty by using...Read More

Key Takeaways Standing out requires more than points and discounts—customers expect loyalty programs to be simple, relevant, and easy to use.  Redemption has become one of the most important moments in the loyalty journey...Read More

Many grocery and convenience store loyalty programs have existed for years, starting out as card-based programs that have adapted to the digital age by becoming app-based reward models. These programs...Read More

As economic pressure reshapes consumer expectations, brands are being forced to prove their value of their loyalty programs and strategies faster, more clearly, and in more practical ways. In this Q&A, Mladen Vladic, Head...Read More

Agentic AI systems and conversational shopping assistants, like ChatGPT, Gemini, and emerging retail-focused agents, are reshaping how consumers discover, evaluate, and purchase products. What once happened across multiple branded touchpoints is...Read More

Every November, the retail calendar hits its loudest note. Black Friday and Cyber Monday (BFCM) unleash a torrent of promotions, doorbusters, and discounts that dominate inboxes, social feeds, and shopping carts. The choreography is familiar...Read More

As the first generation of true digital natives, Gen Z (ages 13–28) is reshaping what customer loyalty means. They don’t just expect programs to reward transactions; they want experiences that reflect their values, identities, and...Read More

Why brands are rethinking their loyalty programs—and what it takes to do it right. In today’s loyalty landscape, change is not only inevitable—it’s often essential. As customer expectations shift and new technologies...Read More

Loyalty programs are undergoing a transformation, driven by shifting consumer expectations, technological advancements, and an increased focus on delivering real value. As brands navigate this evolving landscape, they’re making bold moves to...Read More