Our team just came back from the NRF Retail’s Big Show in New York, one of the biggest and most important events for retail professionals. This was the first time for us attending this event with our own booth, and what a success it was. We got to connect with a lot of different retailers and other retail professionals, gain some fresh perspectives on what’s trending in the retail community, learn about the challenges and positives retailers face in the digital age, and receive a lot of positive feedback on our loyalty and promotions solutions. This has given us a fresh boost of energy in the cold winter months.

Here are some of our key takeaways:

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Partnership Between Humans and Technology

A key talking point from the event was exploring the partnership between humans and the rapid rise of technology. AI was especially at the centre of many discussions, with a focus on how it can support people by helping them adapt, improve, and make the most of new capabilities. It’s all about creating and utilising AI in the right way, which opens up a lot of possibilities for both retailers and customers.

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Consumers Expect a Personalised Experience

Another big talking point was that in the digital age, consumers expect a personalised experience—and that comes as no surprise to us. As we covered in our Grocery Pulse 2024, 93% of respondents said it is important for loyalty programs to feature personalisation, 71% of consumers expect personalisation, and 72% expect the businesses they buy from to recognise them as individuals and know their interests.

We are very happy to see this subject still being emphasised, as a personalised experience is one of the pillars of our loyalty solutions. Whether it’s through Promotions, Gamification, or Challenges, using data to deliver that personal touch is key. An important aspect of this is the Value Exchange. For retailers to meet consumer expectations through personalisation and data, clear communication of value exchange and transparent data consents are crucial. This also includes how retailers can deliver personalisation at scale by leveraging the power of AI.

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Engagement and Monetisation

Securing weekly engagement through tools like gamification and helping retailers partner with suppliers to monetise digital programs are key considerations. Keeping consumer engagement high is essential to maintaining their loyalty towards the retailer, as today’s consumers move between different retailers at a rapid pace. Here, the basic infrastructure is important. To succeed with loyalty and personalisation at scale, retailers need a flexible CDP that is easy to integrate and work with.

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