Thoughtworks webinar recording now available: Winning the loyalty game: Gen AI, personalisation and what really works

Thank you to all those who joined RTIH and Thoughtworks at our recent webinar, Winning the Loyalty Game.

It was a pleasure to have you with us for a candid and insightful conversation on the future of loyalty, personalisation, and AI.

If you missed it first time around, you can view a recording here.

In this engaging, conversational style webinar, Chris Ford, Tech Director for Retail, Consumer Goods, Travel and Transport at Thoughtworks) was joined by industry leaders Suraj Nagaraj, Head of Product - Loyalty and Support, Tesco; Tanvi Taparia, Product Office - PMO Digital Commerce B2B, B2C and D2C, Henkel; and Mike Cadden, Chief Technology Officer, Marie Curie; to explore what it really takes to build lasting customer loyalty in today’s complex digital landscape. 

Here are four standout takeaways from the discussion:

• Personalisation should feel effortless: The most effective personalisation is seamless and intuitive - when it’s done well, customers don’t feel targeted; they feel understood.

• Loyalty is being redefined by Gen Z: For younger audiences, traditional rewards are no longer enough. They seek meaningful connection through shared values, authenticity, and a sense of community.

• AI is an enabler, not a solution in itself: While AI offers powerful capabilities, its true value lies in supporting human centred experiences. Empathy, clear intent, and transparency in data use are critical.

• Trust drives long-term value: Sustained loyalty is earned through relevance, emotional connection, and the responsible use of customer data.

2025 RTIH INNOVATION AWARDS

Customer loyalty will be a key focus area at the 2025 RTIH Innovation Awards.

The awards, which are now open for entries, celebrate global tech innovation in a fast moving omnichannel world.

Our 2024 hall of fame entrants were revealed during an event which took place at RIBA’s 66 Portland Place HQ in Central London on 21st November, and consisted of a drinks reception, three course meal, and awards ceremony presided over by comedian Lucy Porter.

In his welcome speech, Scott Thompson, Founder and Editor, RTIH, said: “The event is now into its sixth year and what a journey it has been. The awards started life as an online only affair during the Covid outbreak, before launching as a small scale in real life event and growing year on year to the point where we’re now selling out this fine, historic venue.”

He added: “Congratulations to all of our finalists. Many submissions did not make it through to the final stage, and getting to this point is no mean feat. Checkout-free stores, automated supply chains, immersive experiences, on-demand delivery, next generation loyalty offerings, inclusive retail, green technology. We’ve got all the cool stuff covered this evening.”

“But just importantly we’ve got lots of great examples of companies taking innovative tech and making it usable in everyday operations - resulting in more efficiency and profitability in all areas.”

Congratulations to our 2024 winners, and a big thank you to our sponsors, judging panel, the legend that is Lucy Porter, and all those who attended November's gathering. 

For further information on the 2025 RTIH Innovation Awards, please fill in the below form and we will get back to you asap.