technology today & clarity reports: 2020 · 09/06/2020 · technology today (s. ummer. 2020)...

Technology Today & Clarity Reports: 2020

CONFIDENTIAL

Loyalty360 Technology Today & Clarity Reports

Loyalty360’s Technology Today and Clarity Reports will be based on years of market feedback:

69% of marketers feel there is a gap in the hard skills (technical knowledge) required for their marketing team today due to the changing requirements/expectations in the field (Loyalty360/SAP Study, January 2019)

The top three challenges brands feel hinders their ability to effectively implement personalization strategies:

72% | lack of competitive benchmarks

57% | lack of technology metrics

48% | lack of objective technology assessments

(Loyalty360 Brand Member Study, May 2018)

The three biggest challenges brands face in creating more personalized experiences:

62% | ROI of new programs and/or processes

49% | Process and Communication of who benefits

42% | Corporate Commitment assessments

(Loyalty360/SAP Study, January 2019)

Loyalty360 is proud to announce our first two comprehensive industry reports:

Technology Today (Summer 2020) and the Clarity Reports (Fall 2020)

Loyalty360 Technology Today Report:

Technology Today is our first look at the customer loyalty industry with an assessment of the suppliers, technologies, agencies and consultancies that are driving the market, as well as the challenges and opportunities that brand marketers face. This report will be similar to Gartner’s Loyalty Report and Forrester’s Now Tech, with a deeper focus on the challenges in the market as well as the technologies and processes that elevate the industry based on extensive feedback and a need for a comprehensive report from our audience based on Loyalty360’s unique position as the cornerstone of the burgeoning industry.

Companies covered in the initial report:

Suppliers including: Aimia, Annex Cloud, Baesman Insights & Marketing, Brierley, Cheetah Digital, Confirmit, CrowdTwist/Oracle, Epsilon, ICF Next, Inmoment, Iris Worldwide, PK, Prizelogic, SAP, and others.

Classifications including:

• 18 of the leading customer loyalty/loyalty program technologies• 6 of the leading CX/VoC providers • 6 of the leading CDP platforms• 6 of the leading loyalty agencies/consultancies• 4 new/emerging technologies

Loyalty360 Clarity Reports:

The Loyalty360 Clarity Reports will follow the initial Technology Today Report. These reports, similar to Gartner’s Magic Quadrant and Forrester’s Wave, will be released in the Fall of 2020. These individual reports will look at CX, CDP and Customer Loyalty technologies individually and allocate a separate report for the agencies and consultancies. The development timeline of the Clarity Reports will allow time for feedback from the market regarding the initial Technology Today Report.

Opportunity for Loyalty360’s Industry Reports:

There is a need to continue to elevate customer loyalty in 2020 and beyond. Brands and vendors alike have voiced their need for a comprehensive industry paper generated by an objective body that has a unbiased, deep and pronounced understanding of the market. Loyalty360’s Industry Reports - Technology Today and the Clarity Reports - will fill this void. Loyalty360 will look at customer loyalty from a comprehensive market approach; driven by our unique position as a trusted resource for brands and suppliers, along with significant feedback from our partners on differentiation.

Loyalty360 Industry Reports are based on a smaller, more thoroughly vetted and understood group of suppliers that will allow marketers greater transparency, insight, ease and confidence in their selection process.

**The initial Technology Today Report will be released July, 2020

For more information contact:

Mark Johnson | Loyalty360 513-545-5612 | [email protected]


Loyalty360 Reports, Driven by the Industry:

Confusion around the state of customer loyalty, what it could be and what the market needs to be, as well as the challenge of disparate technologies, often vague definitions and ambiguous metrics calls for a new approach. As more brands are seeing customer loyalty as a strategic competitive advantage, increasing focus on their customers and bringing processes in-house, brands (especially Loyalty360 members) are asking for a more comprehensive and thorough understanding of what best-in-class customer loyalty means from both a technology and peer-based perspective.

Loyalty360’s Technology Today and Clarity Reports will leverage our current analyst processes (Briefs and Verified Reports), as well as our Industry/Executive Perspectives Reports and supplier driven “State of the Industry” Trend Reports. Furthermore, in the Technology Today and Clarity Reports, Loyalty360 will look at customer loyalty from a comprehensive market approach; driven by our unique position in the industry as a trusted resource, engaging with VPs, SVPs & CMOs of leading brands through In-Depth interviews, Digital Roundtables, small-sided meetings, Brand Member committees, RFP/RFI processes, two leading awards processes, conferences and more.

As a market focused trade association, we will leverage feedback from brands and suppliers obtained through an active and significant voice of the customer approach to drive a set of unique and value laden reports. We believe that this unique position as a trusted partner, as well as our ever-expanding marketer, supplier, research and industry experience and expertise is unmatched in the industry.

The Loyalty360 Technology Today and Clarity Reports will help brands simplify their internal and external journey by addressing the confusion, points of uncertainty and the Logo Jungle ™ associated with choosing the best customer loyalty solution(s).


Technology Today Report (July 2020)

Loyalty360’s initial coverage on the market forces, technology and trends impacting Customer Loyalty. Launching in the second-half of 2020, the initial Loyalty360’s Technology Today Report will arm brands with invaluable background information and details on the leading technologies, consultancies and agencies serving the growing industry today in a new, unique and holistic approach driven by extensive feedback from the supplier and brand community of Loyalty360.

** The Technology Today Report will be based primarily on Loyalty360 Analyst Briefs, complimented by Loyalty360 research, a detailed survey of the supplier covered, member conversations, industry interviews, Loyalty360 Award submissions, member research, as well as deep market understanding from the daily interviews with the leading brands and suppliers in the industry.

Clarity Reports (Fall 2020)

The Clarity Reports will expand on the Technology Today Reports with breakout papers on the respective suppliers in a more comprehensive manner similar to other standard industry reports (Gartner Magic Quadrant & Forrester Wave).

** The Clarity Reports will be based primarily on Loyalty360 Analyst Briefs and Verified Reports, Loyalty360 research, a detailed survey of the supplier covered, member conversations, industry interviews, Loyalty360 Award submissions, the 2020 Loyalty Landscape, member research feedback from Brand Member committees and small-sided meetings, as well as deep market understanding from the daily interviews with the leading brands and suppliers in the industry.


Loyalty360 has delivered close to 100 Analyst Briefs and Loyalty360 Verified Reports over the last three years

Loyalty360 ran five RFIs/RFPs for customer loyalty in 2019 and will administer more in 2020

Loyalty360 has conducted qualitative and quantitative research studies and authored reports over the past three years focused around senior-level marketers meant to understand their opportunities and assuage their challenges

Loyalty360 has conducted hundreds of senior-level brand marketer interviews across a wide assortment of industries around customer, channel, brand loyalty, and customer experience

These interviews allow us, in a confidential manner, to understand what technologies, suppliers, or consultancies brands are using, and their perspective on those respective partners, if they have changed/ added partners over the past two years or if they plan to in the coming year, along with other valuable insight

Loyalty360 has thoroughly reviewed 500+ award submissions across a wide range of detailed customer loyalty and customer experience topics

These award submissions provide accurate client/vendor information (technology, integration) and provide unique market insight to the challenges, opportunities and valuable industry metrics and benchmarks

Through these touch points, Loyalty360 has a unique pulse on the market and can more easily substantiate platforms, services and providers’ industry or industries of focus

Why Loyalty360?

Loyalty360 has the most comprehensive understanding of the loyalty and CX industry of any association. From key understanding of the technologies and services that exist to how brands are looking at consumers and by what means they are enhancing their overall engagement, Loyalty360 has deep knowledge of the landscape, best practices and testimonials from both enterprise consumer brands and today’s latest innovators.


Technology Today: What is in the Report:

State of Customer Loyalty: A Comprehensive Industry Report

What the Report Will Include:

What the Report May Include:

Industries/Technologies covered:

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• Feedback from brands on their challenges, trendsand opportunities

• Feedback from suppliers on their challenges, trendsand opportunities

• Definition of technologies and processes

• Definition of key industry terms and trends

• The need for metrics, ROI, benchmarks and standards

• Brand marketers are asking for insight pertaining to:

• Managing innovation, technical integrationsand executive level buy-in

• Personalization, trust, authenticity,responsiveness and consistency

• What is “next” for the industry

• What “best-in-class” customer loyalty and CX look like

• Description of company, service,high-level roadmap

• Size of company – approximate revenueof company

• At least one strength and one opportunityfor each supplier

• Industries of focus

• Regions of focus

• Link to supplier’s home page and AnalystBrief on Loyalty360.org

• Quote (anonymous (verified) or attributed)for each supplier from a brand client regardingthat technology/service

• Link to brands that the supplier has submittedor placed as a finalist in Loyalty360Awards programs

• Revenue

• Supplier’s detailed roadmap

• 18 of the leading customer loyalty/loyaltyprogram technologies

• 6 of the leading CX/VoC providers

• 6 of the leading CDP platforms

• 6 of the leading loyalty agencies

• 4 new/emerging technologies

Suppliers including:

Aimia, Annex Cloud, Baesman Insights & Marketing, Brierley, Cheetah Digital, Confirmit, CrowdTwist/Oracle, Epsilon, ICF Next, Inmoment, Iris Worldwide, PK, Prizelogic, SAP, and others.

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Timeline for Loyalty360 Industry Reports:

Market research, feedback process from brands and suppliers - 4th Quarter, 2019 and 1st and 2nd Quarter, 2020

Introductory discussion with participating suppliers

- week of January 21st, 2020

Second group discussions with participating suppliers

- February and March, 2020

Third (Final) group discussions with participating suppliers

- April – June, 2020

Client/supplier questionnaire and assessments

- January to June, 2020

Analyst Briefs and interviews need to be completed by June 12th, 2020

Preliminary Technology Today Report delivered to

participants - Beginning of July, 2020

Final Report – Technology Today delivered to participants –

July, 2020

In-person/on-site follow up for company specific market and competitive assessments will be available to those who participated

F ee for in person meeting excluding travel and lodging

Scheduling for the later part of 2020


Who Has Access to the Final Reports:

Corporate Members of Loyalty360

Loyalty360 Individual Members can purchase the report at a discount

Brands working with Loyalty360 on an RFI/RFP

Non-Members may purchase the reports on Loyalty360.org (TBD pricing)

Those who have completed a Loyalty360 Analyst Brief and are current Corporate

Members of Loyalty360 will (under this first version) have 6-month access to distribute

the report internally to clients and sales prospects

Brands in attendance at the 2020 Loyalty Expo

technology today & clarity reports: 2020 · 09/06/2020 · technology today (s. ummer. 2020)...

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