Available now in the refreshed Pro Xtra Rewards Hub on The Home Depot app and online dashboard, the new partner offers are free for all Pro Xtra members, regardless of spend or membership tier, and will refresh quarterly. These lifestyle benefits complement the program’s existing business tools, preferred pricing, purchase tracking and dedicated Pro support, reinforcing The Home Depot’s commitment to being a one-stop shop that helps Pros manage and grow their business both on and off the jobsite. 

Why it matters: 

• Delivers value beyond building supplies by helping Pros save money on everyday business expenses. 
• Makes benefits easier to find by bringing rewards together in the same place Pros already manage projects and orders. 
• Continues to evolve with customer feedback through quarterly partner offers that reflect the changing needs of today’s Pros. 

Learn more here: From Fuel To The Back Office: The Home Depot Expands Pro Xtra Rewards To Power The Pro’s Entire Business 

Further reading: The Home Depot Launches All-in-One Digital Workspace for Pros 

Burger King is introducing new initiatives aimed at improving the in-restaurant experience by investing in employee training, adding dedicated guest-focused managers, and launching a new Whopper Guarantee, as CX Dive reports. The changes are designed to help restaurants deliver more accurate, personalized orders while giving customers greater confidence that any issues will be resolved quickly. Together, these efforts reflect the brand’s continued focus on elevating service quality as part of its broader transformation strategy, according to CX Dive. 

Why it matters: 

• Raises the bar for customer service by prioritizing order accuracy, personalization, and issue resolution. 
• Reinforces brand loyalty through a satisfaction guarantee centered on Burger King’s signature menu item. 
• Reflects broader QSR trends as restaurant brands continue investing in frontline employees and operational improvements to enhance the customer experience. 

Learn more here: Burger King reworks manager role to support guest experience | CX Dive 
 

U.S. News Reveals Top Travel Rewards Programs and Business Travel Brands for 2026-2027 

U.S. News & World Report has released its 2026-2027 Best Travel Rewards Programs rankings, along with two new rankings highlighting the best hotel brands and U.S. airlines for business travelers. The annual rankings evaluate loyalty programs and travel brands based on factors such as rewards value, ease of earning and redeeming points, network size, traveler benefits, and overall quality. This year’s results saw American Airlines AAdvantage earn the top airline rewards program ranking, Wyndham Rewards lead hotel loyalty programs, Marriott International top the list for business-friendly hotel brands and United Airlines rank as the best U.S. airline for business travelers. 

Why it matters: 

• Helps travelers maximize value by identifying rewards programs that offer meaningful perks and redemption opportunities. 
• Supports smarter business travel decisions with rankings focused on the needs of frequent corporate travelers. 
• Highlights evolving travel trends as loyalty programs and travel brands continue enhancing benefits to attract and retain customers. 

Learn more here: U.S. News Announces the 2026-2027 Best Travel Rewards Programs and Debuts New Rankings for Business Travelers 

Transparent Data Practices Can Be a Competitive Advantage for Brands 

As consumers become more selective about how their personal information is collected and used, brands have an opportunity to build trust by making privacy a seamless part of the customer experience, as CX Dive reports. Rather than relying on lengthy legal disclosures, organizations can strengthen customer relationships by clearly explaining why data is being requested and how it enhances the experience at the moment it’s collected. When transparency feels helpful instead of disruptive, it can increase confidence, encourage loyalty, and differentiate brands in an increasingly privacy-conscious marketplace, according to CX Dive. 

Why it matters: 

• Builds stronger customer relationships by demonstrating respect for consumer privacy and preferences. 
• Improves the overall customer experience by making data requests feel purposeful and beneficial. 
• Creates a competitive differentiator as consumers increasingly factor trust and data stewardship into their purchasing decisions. 

Learn more: Data transparency is a tool to win back customer loyalty 

Key takeaways: 

• Ask Mike helps customers discover products through natural-language conversations instead of traditional keyword searches. 
• The AI assistant has already powered nearly 75,000 customer conversations, with most focused on finding products for creative projects. 
• Future enhancements will include AI-generated product overviews and personalized recommendations within product pages. 

Michaels has launched Ask Mike, a new AI-powered shopping assistant built with Google Cloud’s Gemini Enterprise for Customer Experience that helps shoppers move from inspiration to purchase through personalized, conversational guidance. Available across Michaels.com and its mobile apps, Ask Mike enables customers to describe their creative ideas in natural language and receive curated product recommendations for everything from DIY home projects to party planning. Since launching in May, the assistant has powered nearly 75,000 conversations, with more than 60% focused on product discovery, demonstrating growing demand for AI-driven shopping experiences. Michaels plans to continue expanding the tool with new capabilities, including AI-generated product overviews and contextual recommendations directly on product pages. 

Why it matters: 

• AI helps shoppers quickly find the right materials and ideas based on their creative goals. 
• Customers receive tailored recommendations that feel more like working with a creative partner than using a search bar. 
• Michaels is demonstrating how generative AI can drive customer engagement, product discovery, and conversion across digital shopping experiences. 

Learn more here: Michaels Unveils ‘Ask Mike’ AI Assistant, Built With Google Cloud’s Gemini Enterprise for Customer Experience 

Why Loyalty Programs Are Becoming the Engine Behind AI-Powered Shopping 

Key takeaways: 

• Retailers are leveraging first-party customer data to fuel personalized recommendations, AI shopping assistants, and more relevant customer experiences. 
• AI is helping brands tailor interactions based on verified purchase history, preferences, and real customer behavior rather than broad audience segments. 
• As consumers increasingly use AI to research and shop, loyalty programs are becoming a critical source of data that connects customer intent with personalized product recommendations. 

Retail loyalty programs are evolving from rewards tools into the foundation for AI-powered customer experiences, as PYMNTS reports. As shoppers increasingly discover products through AI assistants instead of traditional search, retailers are using the rich first-party data collected through loyalty programs to deliver more personalized recommendations, conversational shopping experiences, and targeted offers. Brands including Ulta Beauty, Sephora, Fanatics, and CVS are demonstrating how loyalty data can power AI across search, commerce, and retail media, helping organizations move beyond rewarding past purchases to anticipating future customer needs. As AI reshapes the shopping journey, the value of a loyalty program is no longer measured by points alone, but also by the quality of the customer intelligence it enables, according to PYMNTS. 

Why it matters: 

• Retailers with strong loyalty ecosystems are better positioned to deliver AI-driven experiences in a world with fewer third-party tracking options. 
• AI allows brands to anticipate customer needs and guide purchasing decisions before shoppers even reach a product page. 
• What began as a rewards program is becoming a competitive advantage that supports personalization, commerce, marketing, and long-term customer relationships. 

Learn more here: Loyalty Data Is Now AI’s Favorite Currency 

Why Trust, Not Just Personalization, Will Define the Future of Financial Services 

Key takeaways: 

• AI-driven experiences should make customers feel understood and supported, not monitored or overwhelmed by how much a company knows. 
• The most effective personalization uses customer insights thoughtfully to deliver relevant guidance without crossing the line into intrusion. 
• AI can streamline routine interactions and improve efficiency, but people are still essential for high-stakes financial decisions that require empathy, judgment, and reassurance. 

As AI transforms customer engagement in financial services, personalization is becoming more sophisticated—but success depends on more than using customer data, as The Financial Brand reports. Financial institutions that build lasting relationships will be the ones that use AI to provide timely, relevant guidance while respecting customer privacy and knowing when human expertise matters most. The strongest customer experiences don’t simply reflect what a company knows about a customer; they demonstrate empathy, context, and good judgment. As AI takes on more routine interactions, the human touch remains essential for the complex financial conversations where trust is earned, and loyalty is built, according to The Financial Brand. 

Why it matters: 

• Financial institutions that balance personalization with transparency are better positioned to build long-term loyalty. 
• Knowing when to use customer data—and when not to—can improve engagement while protecting confidence in the brand. 
• Organizations that combine intelligent automation with meaningful human interactions will be best equipped to deliver personalized experiences that customers value and trust. 

Learn more here: The Trust Threshold: When Does Personalization Cross the Line into Surveillance? 

• PwC and OpenAI have launched agentic contact and service solutions designed to modernize customer engagement across marketing, sales, commerce, and service. 
• AI-powered voice and digital agents use multimodal capabilities to deliver more natural, context-aware conversations while improving operational efficiency. 
• A new Center of Excellence will help clients innovate faster, deploy AI at scale, and unlock business value across customer-facing operations. 

PwC US has introduced new agentic contact and service solutions developed with OpenAI to help organizations transform how they engage with customers. Built on PwC’s agentic front office approach, the solutions bring together marketing, sales, commerce, and service into a connected, AI-enabled operating model that helps organizations deliver faster, more personalized, and more seamless customer experiences. Combining PwC’s transformation expertise with OpenAI’s frontier models, the offering is designed to modernize customer service operations, improve productivity, reduce cost to serve, and free employees to focus on higher-value interactions that require empathy, judgment, and trust. 

At the core of the offering is an AI-powered voice and digital agent capability developed alongside OpenAI. Using multimodal AI, the solution enables more natural, context-aware conversations that can understand customer intent, take action, and continuously improve over time. PwC is also launching a dedicated Agentic Contact and Service Solutions Center of Excellence with OpenAI to accelerate innovation, expand industry-specific solutions, and help clients deploy AI more quickly. Together, the collaboration aims to help organizations embed enterprise AI across customer-facing functions to create more intelligent, responsive, and trusted experiences while driving measurable business value. 

Why it matters: 

• Organizations can deliver faster, more personalized, and more seamless experiences across the customer journey. 
• Automating routine interactions allows service teams to focus on complex conversations that require empathy and trust. 
• By combining strategy, implementation, and advanced AI capabilities, PwC and OpenAI are helping organizations drive growth, efficiency, and long-term transformation. 

Learn more here: PwC to Help Organizations Transform Agentic Customer Engagement and Service with OpenAI 

Further reading: Leaders in Customer Loyalty: Brand Stories | How SIXT Has Used AI to Put Personalization at the Core of its Loyalty Program 

Key takeaways: 

• AI agents are poised to play a larger role in purchasing decisions, changing how consumers interact with brands online. 
• Digital trust will become a competitive advantage, with ongoing behavioral signals becoming as important as identity verification. 
• Businesses will need to adapt marketing, customer experience, and fraud prevention strategies for a future where AI increasingly interacts with AI. 

As AI evolves from a helpful assistant to an autonomous decision-maker, businesses will need to rethink how they attract customers and build lasting relationships, as Fast Company reports. Instead of consumers searching, browsing and comparing options themselves, AI agents will increasingly research products, make purchases, and manage routine tasks on their behalf. In this new environment, success will depend less on capturing human attention and more on earning the trust of the AI systems making decisions. That means organizations will need stronger digital identity, behavioral intelligence, and data strategies to distinguish legitimate activity from fraud while delivering the transparency and reliability that both consumers and AI agents will expect, according to Fast Company. 

Why it matters: 

• Traditional methods of winning customer attention may become less effective as AI agents increasingly act as digital gatekeepers. 
• Organizations with strong identity and trust frameworks will be better positioned to reduce fraud and build confidence in autonomous transactions. 
• Preparing for AI-driven commerce today can help businesses stay competitive as digital interactions become faster, more automated, and increasingly machine-to-machine. 

Learn more here: The customer journey becomes autonomous 

Restaurant Loyalty Programs Need More Than Points to Win Customers 

Key takeaways: 

• Loyalty enrollment doesn’t guarantee engagement, as many consumers belong to multiple restaurant rewards programs but actively use only a handful. 
• Personalized, timely offers are more effective than one-size-fits-all promotions at influencing where customers choose to dine. 
• Restaurants that create differentiated value beyond points and discounts are better positioned to build lasting customer loyalty. 

Restaurant loyalty programs continue to attract sign-ups, but enrollment alone is no longer enough to influence customer behavior, as Modern Restaurant Management reports. New research from Upside suggests that while most consumers value loyalty rewards, many belong to multiple restaurant programs and regularly engage with only a few. As competition increases, restaurants have a greater opportunity to drive repeat visits by delivering personalized offers, meaningful digital experiences, and value that fit naturally into customers’ daily routines. Rather than relying on generic discounts or app downloads, the most successful loyalty strategies will focus on relevance, timing, and creating experiences that strengthen long-term customer relationships, according to Modern Restaurant Management. 

Learn more here: The Struggle Is Real for Restaurant Loyalty Apps 

Stronger Brand Connections Could Help Utilities Rebuild Customer Trust 

Key takeaways: 

• Utility brand appeal declined across both electric and gas providers, driven by weaker perceptions of reputation, communication, and innovation. 
• Customers who view their utility’s brand positively report significantly higher satisfaction and loyalty than those with negative perceptions. 
• Utilities are communicating less frequently and focusing more on operational updates than on community impact or long-term value. 

Utility companies are facing growing challenges in maintaining strong customer relationships as brand appeal continues to decline, according to new research from J.D. Power. The study found that rising prices, less effective customer communication, and weaker perceptions of innovation and community engagement are contributing to lower customer satisfaction and loyalty. Utilities that communicate more effectively, demonstrate leadership in their communities, and highlight investments in innovation are more likely to strengthen customer trust, improve advocacy, and gain support for future initiatives. 

Learn more here: Utility Brands Struggle to Connect with Customers, JD Power Finds 

• Customer experience directly impacts loyalty and revenue, with 85% of consumers reducing or ending business with brands after poor service. 
• Consumers are increasingly comfortable with AI when it delivers faster, more personalized and effective support—but they expect issues to be resolved quickly. 
• Organizations must better connect AI, people, and customer data to eliminate friction and meet growing customer expectations. 

Customer experience has become one of the biggest drivers of customer loyalty, according to the latest State of Customer Experience report from Genesys. The research found that 85% of consumers have spent less—or stopped doing business with a brand altogether—because of poor service, while more than half would rather do almost anything else than contact customer support. As expectations continue to rise, consumers increasingly expect organizations to deliver fast, seamless and personalized experiences that rival the best interactions they’ve had with any brand. 

The report also highlights that consumers are ready to embrace AI—but only when it delivers meaningful results. Three-quarters expect AI to improve both service quality and personalization, and 76% say they don’t care whether AI or a human resolves their issue as long as it’s handled quickly and completely. However, organizations still face significant challenges, including disconnected systems that force customers to repeat information and aging technology that limits seamless service. The findings suggest that the future of customer experience depends on orchestrating AI, human expertise, and customer data to deliver efficient, empathetic interactions across every channel. 

Why it matters: 

• Exceptional experiences have become a key competitive differentiator, influencing where consumers choose to spend their money. 
• AI success will be measured by outcomes, not automation, making orchestration between AI and human agents essential. 
• Closing technology and data gaps can help reduce customer effort, strengthen loyalty, and improve long-term business performance. 

Learn more here: More Than Half of Consumers Would Rather Do Anything Else Than Contact Customer Service, Genesys Research Finds 

Further reading: Retail’s AI Reality: From Experimentation to Execution 

Key takeaways: 

• HiThrive now integrates with Tillo’s platform to deliver digital employee rewards in more than 100 countries through a single API. 
• Employees gain access to more than 4,000 digital rewards from leading global and local brands, offering greater choice and personalization. 
• HR teams benefit from a streamlined rewards process with centralized management that reduces administrative complexity across regions. 

Tillo has partnered with employee recognition platform HiThrive to make it easier for organizations to recognize and reward employees across distributed global workforces. Through a single integration with Tillo’s API-driven platform, HiThrive can now deliver more than 4,000 digital rewards from global and local brands to employees in over 100 countries, while giving HR teams a centralized way to manage rewards, budgets, and fulfillment. As companies continue to prioritize employee engagement and retention, the partnership enables personalized, locally relevant recognition experiences that scale with growing global teams. 

Why it matters: 

• Global organizations can deliver consistent recognition experiences while ensuring rewards remain locally relevant. 
• Automated, scalable reward programs help improve employee engagement, retention, and workplace culture across hybrid and distributed teams. 
• The partnership removes the complexity of international rewards, allowing companies to focus on recognizing employees rather than managing vendors and fulfillment. 

Learn more here: Tillo Partners with HiThrive to Power Global Employee Rewards and Recognition Programs 

Audience Rewards and United Airlines Team Up to Expand Loyalty Benefits for Broadway Fans 

Key takeaways: 

• Audience Rewards and United MileagePlus have launched a loyalty partnership that lets members earn and redeem airline miles on eligible Broadway purchases. 
• Members can access greater flexibility by choosing to earn United miles through Audience Rewards while redeeming miles for tickets and select merchandise. 
• The collaboration includes exclusive experiences that bring added value beyond ticket purchases for eligible loyalty members. 

Audience Rewards is giving theater lovers another reason to celebrate with a new collaboration that connects its Broadway loyalty program with United Airlines’ MileagePlus program, as Broadway World reports. Members can now earn or redeem United miles when purchasing eligible Broadway tickets through Audience Rewards, creating more flexibility in how they use their loyalty benefits. The partnership also unlocks exclusive experiences for eligible members, blending travel and live entertainment into a more rewarding customer experience while making it easier for fans to get more value from every Broadway purchase, according to Broadway World.  
 

Why it matters: 

• The partnership connects travel and entertainment, creating a more versatile loyalty experience for customers. 
• Cross-program rewards increase member engagement by giving consumers more ways to earn and redeem the benefits they value. 
• It highlights the growing trend of loyalty partnerships, where brands expand their ecosystems to deliver more personalized and meaningful rewards. 

Learn more here: Audience Rewards Launches Collaboration with United Airlines MileagePlus Program 

Strava and Adidas Turn Everyday Activity into Loyalty Rewards 

Key takeaways: 

• Strava users can now earn adiClub points by linking their Strava and Adidas accounts and completing eligible GPS-tracked activities. 
• Points can be redeemed for Adidas rewards, including gear, experiences, and Strava subscriptions through adiClub. 
• The launch includes new adidas fitness challenges that encourage community participation and offer opportunities to win exclusive prizes. 

Strava and Adidas are expanding their partnership with a new integration that rewards users for staying active. Athletes in the United States and Canada can now connect their Strava and adiClub accounts to automatically earn adiClub points for eligible GPS-tracked runs, walks, hikes, and rides logged on Strava. The launch strengthens the connection between fitness and loyalty by giving members a seamless way to turn everyday activity into rewards that can be redeemed for adidas products, experiences, and even a Strava subscription, while new seasonal challenges add even more opportunities to stay motivated and earn prizes. 
 

Why it matters: 

• The integration transforms fitness into a rewarding loyalty experience, giving athletes tangible benefits for the activities they already enjoy. 
• It deepens the partnership between Strava and Adidas, creating a more connected ecosystem that keeps members engaged across both platforms. 
• By combining personalized rewards with fitness challenges, the collaboration encourages long-term participation while strengthening customer loyalty. 

Learn more here: Strava and adidas Partner to Reward Users for Logging Activity 

• Pan Am selected IBS Software’s iLoyal platform to power its WorldPass Frequent Flyer program ahead of its commercial relaunch. 
• The AI-native, cloud-based platform will support personalized rewards, member management, digital engagement, and partner integrations from launch. 
• The scalable platform enables Pan Am to grow its loyalty program alongside its expanding route network without building proprietary infrastructure. 

As Pan American World Airways prepares for its return to commercial aviation, the iconic airline is laying the groundwork for a modern customer experience by partnering with IBS Software. Pan Am has selected IBS Software’s AI-native iLoyal platform to power its WorldPass Frequent Flyer program, giving the airline a cloud-based loyalty solution that can scale as its network and customer base grow. The platform will enable personalized rewards, member management, partner integrations, and digital engagement from day one, helping Pan Am build lasting relationships with travelers even before its first commercial flights take off. 

The partnership underscores the strategic role loyalty will play in Pan Am’s relaunch. Rather than investing in proprietary infrastructure, the airline is adopting a proven platform already used across the travel industry to deliver AI-powered personalization, flexible program management, and opportunities for future partner expansion. Together, Pan Am and IBS Software are creating a loyalty foundation designed to support long-term growth while delivering the personalized experiences today’s travelers expect. 

Why it matters: 

• Loyalty is central to Pan Am’s growth strategy, helping attract and retain customers from the earliest stages of its return to service. 
• AI-powered personalization allows the airline to deliver tailored experiences comparable to those offered by established global carriers. 
• A flexible technology foundation positions Pan Am to expand partnerships and evolve its loyalty program as the business grows. 

Learn more here: Pan Am Selects IBS Software to Power Loyalty Program for Its Return to the Skies 

Further reading: Airline Packaging Strategy for Traveler Stickiness & Growth 

• Chase's limited-time 100,000-point welcome bonus ends on July 30.
• Eligible new cardholders can earn the bonus after meeting the required spending threshold.
• Points can be redeemed through Chase Travel or transferred to airline and hotel loyalty partners.

• Sign-up bonuses remain a powerful acquisition tool, helping brands attract new customers in an increasingly competitive travel rewards market.
• Flexible rewards drive long-term engagement, giving cardholders more ways to redeem points across airlines, hotels, and travel experiences.

Airline Credit Card Points Are Powering the Travel Industry

• U.S. travelers are holding a record $38 billion in unused airline credit card rewards.
• Airline loyalty programs have become major profit drivers through partnerships with banks.
• Credit card spending data is helping airlines shape routes, perks, and customer experiences.

• Loyalty programs are becoming major business assets, generating significant revenue beyond ticket sales.
• Customer data and rewards are shaping airline strategy, influencing investment decisions, personalization, and long-term loyalty.

Accor and H World Expand Loyalty Partnership Across Global Markets

• Accor and H World are linking their loyalty programs and direct booking platforms.
• Members will gain access to reciprocal earning, status benefits, and a broader hotel network.
• The phased rollout will connect nearly 430 million loyalty members across China, Europe, and the Middle East.

• Global partnerships expand loyalty ecosystems, giving members more value without requiring brands to build new networks.
• Cross-border loyalty is becoming a competitive advantage, especially as travel brands look to better serve international travelers.

• Members can now link Aeroplan and World of Hyatt accounts to earn and redeem rewards across both programs.
• Eligible Aeroplan members gain accelerated access to World of Hyatt elite status.
• The partnership expands value across flights, hotels, and travel rewards.