Your loyalty program is about to start talking—are you ready?
Every loyalty program aims to create emotional connection and lasting meaning with its members. But decades of mass-personalized, one-way, “do-not-reply” marketing and loyalty experiences have trained consumers to tune out—making it harder than ever for brands to drive true connection and influence behavior.
Conversational Loyalty, powered by Generative AI, enables marketers and program operators to deliver meaningful, “unique-to-me” interactions at the moments that matter most - transforming static touchpoints into dynamic conversations that drive engagement, loyalty, and measurable outcomes for both brands and their members. And the next wave of GenAI innovation won’t live in chatbots alone - it will show up in the channels customers already live in every day: Email, SMS, WhatsApp, and beyond.
In this session, Salesforce will show what Conversational Loyalty looks like in practice and guide attendees through a hands-on exercise to identify key moments across the member lifecycle (Enrollment, Earn, Redeem, and Retention) where conversational experiences can be introduced and scaled. You’ll walk away with a practical framework for designing authentic, behavior-driving interactions, along with a tangible work product and maturity model to bring back to your team and accelerate your own innovation.
Key Outcomes:
- Build a clear understanding of Conversational Loyalty across both digital and human touchpoints
- Create a hands-on lifecycle map identifying high-impact conversational moments and content across channels
- Learn how a leading Salesforce customer is approaching Conversational Loyalty in practice
- Leave with a practical maturity model and framework to guide real-world implementation