Insights from Loyalty Expo 2026 reveal how industry leaders are navigating AI, strengthening professional collaboration, and continuing to build the business case for customer loyalty.
AI Creates Opportunity and Uncertainty
Digital transformation remains a major focus across the loyalty industry, and artificial intelligence continues to be one of the most discussed topics among brands and technology providers alike.
During his presentation, Alex Preece, CEO of Tillo, explored how digital gift cards have evolved into a powerful connective layer within the loyalty ecosystem, supported by open banking and strategic partnerships that help reduce friction. He also discussed the role AI is beginning to play in accelerating innovation throughout the industry.
"Within our industry we're quite fortunate that AI brings a personalized element to a lot of the network needs within our ecosystem,” Preece told Loyalty360. “It doesn't actually impact a lot of the ecosystem that we power, which is great, and it makes a lot of our industry and all the partnerships that we broker and enable and unlock to be stable which is a nice position to be in.”
While Preece sees significant upside in AI's ability to improve personalization and efficiency, he also acknowledged the uncertainty many professionals feel regarding the technology's long-term implications.
Loyalty Professionals Value Peer-to-Peer Learning
One of the defining characteristics of Loyalty Expo is the opportunity it provides for loyalty practitioners to connect with peers who share similar responsibilities and challenges.
According to Megan Fiorendino, Associate Marketing Director at Capillary Technologies, the event stands apart because of the highly engaged audience it attracts.
“It's really just great to reconnect, and you learn from each other, and you share ideas — even with other vendors because we're all friendly here,” Fiorendino said. "It’s great to get together in person and just talk all things loyalty.”
Fiorendino noted that many industry events cast a broad net, while Loyalty Expo consistently attracts professionals who are directly responsible for managing and evolving loyalty programs.
The Business Case for Loyalty Never Ends
While launching a loyalty program is a significant milestone, maintaining organizational support and demonstrating ongoing value remains an ongoing challenge for many brands.
According to Justin LoPresti, Principal Strategist, Strategic Advisory at Bond Brand Loyalty, one of the most valuable aspects of Loyalty Expo is the opportunity to learn how organizations are continuing to justify and evolve their investments in customer loyalty.
“There's a constant need to optimize and to evolve and continue to build a business case internally within your organization. Coming together with like-minded people to learn from others and to continue to build the case for change in loyalty is really important, particularly in this economy.”
LoPresti emphasized that loyalty leaders must continually prove the impact of their programs, particularly in today's economic environment where budgets are scrutinized, and investments must be tied to measurable outcomes.
Looking Ahead
The conversations at Loyalty Expo 2026 reinforced several themes that continue to shape the loyalty landscape: the accelerating influence of AI, the value of learning from peers, and the ongoing need to demonstrate business impact.
As organizations continue to navigate changing customer expectations, economic pressures, and evolving technology, loyalty professionals will increasingly rely on collaboration, innovation, and measurable outcomes to drive long-term success.