Today's episode discusses my ideas on loyalty TRENDS emerging for 2020 and beyond. Beyond the more frequently-touted ideas around personalisation, subscription programmes and environmental considerations, I've chosen three topics that excite me that include some innovative opportunities to consider as you plan your programme's evolution.Show Notes:1) The CX Academy: https://thecxacademy.org/2) Gartner Customer Experience Survey: https://www.gartner.com/smarterwithgartner/key-findings-from-the-gartner-customer-experience-survey/3) McCafe Campaign - Creating Emotional Loyalty: http://www.liquidbarcodes.com/mcdonalds-loyalty-campaign-brewing-good/4) PWC Report on Voice Assistants: http://explore.pwc.com/c/pwc-voice-assistants

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