This report examines leading fintech and start-up players across key service industries, highlighting the rising influence of orchestration platforms, agentic commerce and embedded loyalty. It emphasises growing investments driving innovation, hyper-personalised rewards and a transformation in customer engagement.

Significant shifts in US policies on tariffs, taxation, spending, regulation, migration, AI/tech, and energy are expected to impact the global economy and key industries like food and drinks, health and beauty, home and tech, travel, and automotive. Trump's policies can undermine global economic growth, affect consumer sentiment, risk higher prices, and disrupt production and distribution network. However, some opportunities will arise as the global supply chain rewires and consumers adapt.

As investment and attention shifts towards GenAI, companies of all types must evaluate potential opportunities associated with this technology. Given its ability to go a step further than AI to create something new, it is viewed as being incredibly powerful. This report explores opportunities and challenges across common use cases such as marketing, product development, the customer journey, customer service and the supply chain.

This report examines the innovative concepts that help transform loyalty programmes, showcasing how they are evolving, expanding their reach, and becoming more relevant to today’s consumers. By analysing emerging trends, new loyalty models and technologies, the report highlights the key strategies that enable brands to enhance engagement, personalise experiences and drive long-term customer loyalty.

This report outlines the top five loyalty trends expected to have a significant impact on businesses and consumers in 2025. It highlights the tactics that should be embraced to improve business margins, enhance customer engagement and foster brand advocacy.

With the sports industry in continuous evolution, it is becoming paramount for stakeholders to understand fan behaviour and to stay ahead of the latest loyalty practices, as well as the newest technologies that can disrupt them. While emotional connection remains at the heart of loyalty in sports, the next generation of sports loyalty programmes are characterised by a wider use of tools and an increased scope of rewards to cater to a fanbase that is ever growing and changing.

Toy manufacturers must embrace digital transformation and innovation business models to capture new revenue streams as growth of traditional toys slows down after the highs during the pandemic. Leading companies can continue to grow in their respective categories within traditional toys while unlocking additional revenue growth.

Servitization as a strategic shift in the appliance industry enhances customer experience by offering integrated services alongside products. This shift drives revenue diversification through recurring service income and strengthens brand loyalty by fostering ongoing customer relationships. Overall, servitization helps companies build long-term value and differentiate in a competitive market.

This report evaluates top 100 brands' loyalty strategies and customer engagement performance in comparison to industry standards and competitors to identify growth opportunities and best practices. By expanding and improving loyalty initiatives with a variety of reward incentives and experiences, companies can generate greater value for both their business and their customers.

To gain a competitive edge and accelerate growth, companies must focus on understanding their target consumers. This report provides insights into seven consumer types, helping businesses refine their strategies to align with prevailing consumer values, priorities, and preferences. By leveraging these insights, companies can drive optimal growth and innovation, positioning themselves ahead of competitors.

Due to intense competition and fragmentation in the foodservice industry, many restaurant operators are focusing on customer retention strategies via loyalty programmes. The surge in delivery apps has facilitated this shift, allowing seamless integration of these programmes. These schemes offer opportunities to understand audiences better, foster communities and provide value beyond transactions, thus enhancing brand identity and loyalty through features that provide long-lasting connections.

Generation Z, comprising one-fifth of the global population, is poised to wield significant consumer influence. However, their polarized behaviours toward social activism, technology, and spending present challenges for businesses. This report provides actionable strategies, leveraging Gen Z's key values - empowerment, self-expression, belonging, rationality, and retreat - to build a future-proof customer base.

The report observes the changing dynamics of loyalty in mobility, focusing specifically on the automotive, shared mobility and car rental industries. It identifies and examines the key themes shaping modern loyalty and how brands should adjust their strategies to enhance customer retention and lifetime value.

In a time of uncertainty, brands must ensure that the value proposition provided by their loyalty schemes is firmly aligned with customer needs, priorities and expectations, continuously refined and adapted to withstand disruption and changing market conditions. This report explores how loyalty programmes are evolving across key industries worldwide.

Customer loyalty ecosystems are quickly becoming a popular format for loyalty programmes. Ecosystems either connect the loyalty programmes of brands within one company or the loyalty programmes of separate companies. Ecosystems offer multiple benefits, including increased customer engagement and data on customers’ shopping habits. To join an ecosystem, companies should consider which ecosystem model best complements their business model and existing loyalty scheme.

Asia Pacific is a region characterised by diverse economies, cultures and demographics. In such an environment, loyalty programmes need to be crafted to meet local consumers’ preferences. Asia Pacific is facing a turning point where it can no longer rely on volume-based growth. Added value and building brand advocates is becoming more important than ever. It is expected that reforming loyalty programmes will support retention in a region facing an economic slowdown.

The evolving consumer preference, rapid technological advancements and ever-growing desire for convenience are driving a transition towards a smartphone-first future. Coffee industry players need to be equipped with the right strategies and tools to ensure growth opportunities, maximise customer retention, foster brand loyalty and enhance consumer experience. This report analyses the key digital trends that are influencing the coffee industry.

Customer loyalty is transforming due to changing consumer preferences, technological advances and the e-commerce boom. Reinvigorating loyalty programmes in this new digital and experience-led economy requires brands to be equipped with the right strategies and tools to secure growth, maximise customer retention, build meaningful relationships and increase user satisfaction. Weaving in tactics which encourage new sales, nurture engagement and inspire loyalty will bring more added value.

Customer loyalty in Latin America is evolving amid the evolving consumer preferences and needs. Players must embrace regional macroeconomic, social and consumer specifics to be able to withstand the increasing competition. Embracing technological innovation and emotional loyalty will help drive customer retention. 

Evolving customer loyalty triggers businesses to redefine their strategies and business models and deliver authenticity, flexibility and a seamless customer journey. Building a deeper, more emotional connection with the individual customer through a purpose-driven platform is a must.

Hospitality companies have experimented with many new types of loyalty schemes since the pandemic began. In the Americas, subscriptions have become an especially popular option. Subscriptions is a fast-growing segment for hospitality loyalty, with several successful and unsuccessful examples emerging in recent years. This report defines subscription services and identifies best practices for how hospitality companies can incorporate them into a broader loyalty strategy.

The importance of customer loyalty has grown in a time of disruption and rising uncertainty. A central place is taken by consumer-centric strategies, retention efforts and the need to provide added value to loyalty scheme members. One-size-fits all is no longer relevant a tactic, replaced by decentralised and multidimensional ecosystems, which establish an emotional connection with customers and embrace personalised segmentation, with a positive customer experience aided by innovative technologi