Why Loyalty Data is Retail's Most Underused Asset

About this video

Loyalty programs have evolved far beyond points and rewards. Today, they can be powerful sources of zero- and first-party data that help brands understand what customers want, create more relevant experiences, and build stronger relationships. But when loyalty data remains trapped in disconnected systems and teams, much of that potential goes untapped.

In this webinar, Megan Billingsley leads a conversation with Chad S. White, Group Vice President of CRM Strategy at Zeta, and Georgia Goffinapolo, Senior Business Strategist at Zeta. Drawing on their experience in CRM, loyalty strategy, and customer engagement, they explore how brands can break down silos, turn customer data into actionable intelligence, and evolve loyalty from a transactional program into a driver of more relevant, connected customer experiences.

Watch the webinar to learn:

• Why loyalty data becomes more valuable when connected with customer data across channels
• How to recognize the systems, identity, measurement, and organizational silos holding loyalty strategies back
• Why collecting more customer data isn’t always better—and how to focus on data you can actually activate
• The difference between personalization and relevance, and why that distinction matters for customer engagement
• How brands can move beyond traditional points-based programs toward gamification, experiences, participation, and more flexible rewards
• Where AI can improve segmentation, predictive modeling, offer optimization, and omnichannel journey orchestration
• Practical steps brands can take to break down silos and build the data foundation needed for the next generation of loyalty