A conversation with Sara Galloway, VP Strategy & Consulting, Kognitiv

Our Pardon the Education series was created to tackle complex topics in a direct and easy to digest format. We know you have many demands on your time and offer this interview format to allow you to get to know the brightest people in our industry and get a grip on the topics they address in these quick-hitting interviews.

Today, I interview Sara Galloway, VP Strategy & Consulting, Kognitiv. Sara leads Kognitiv’s global strategy and consulting group. As I have come to know her, Sara deftly unites strategy, process, customer experience and data expertise to serve her clients across retail, CPG, entertainment, financial institutions, QSR and telecommunication sectors.

The theme of our conversation is Modernizing Customer Loyalty, and we break down the topic into these short segments:

#1 Market Feedback

Deloitte’s 2024 Retail Outlook found that while 80% of US retailers have a loyalty program, 45% say they aren’t satisfied with the results. As a result, 54% plan to strengthen their loyalty programs this year. What are brands telling you their loyalty program / loyalty strategy needs?

#2 Rethinking Loyalty

We hear marketers saying, “I’m being asked to do more with less.” Is that the top reason brands say they must re-think their loyalty strategy?

#3 Modernizing Loyalty

Can you share a short list of considerations for evolving and modernizing a customer loyalty strategy?

#4 AI Impact on Loyalty

Kognitiv is known for its thought leadership in applying AI to loyalty solutions. Where in your experience can AI in loyalty have the biggest impact?

#5 Kognitiv Focus on Loyalty

How is Kognitiv refocusing on customer loyalty, and where are you applying your focus and resources?

#6 Closing Thoughts