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40 Experts. 40 Thoughts. A Guide to Loyalty Insights from Global Experts

NeoDay publishes Loyalty and Customer Engagement 2025: 40 Thoughts. 40 Experts



As 2024 was winding to a conclusion, Netherlands-based loyalty provider NeoDay looked towards the future of customer engagement and loyalty in 2025. They forecast a transformative year, one in which companies would be faced with navigating a rapidly shifting environment where technology, customer expectations, and business goals collided to redefine what true loyalty means.

With that in mind, NeoDay set out to explore the emerging trends and technologies that are shaping the future of loyalty and engagement. Published first in a series of LinkedIn posts and later consolidated in an eBook titled “Loyalty and Customer Engagement 2025: 40 Thoughts. 40 Experts”, this compilation of perspectives from global industry experts centered on one of these important topics:

  • Gamification – Making loyalty fun, engaging, and rewarding
  • AI & Emerging Technologies – How AI is transforming customer loyalty
  • Phygital – Blending physical and digital experiences for better loyalty
  • Emerging Markets & Business Cases – Where the next big opportunities lie for customer loyalty
  • KPIs & Business Goals – Measuring success in loyalty programs
  • Personalization – Delivering hyper-personalized customer experiences

The series brought together thought leaders, industry experts, and innovators to share their perspectives, and the resulting eBook distills the rich insights from these 40 thought leaders, offering a snapshot of the future landscape. By examining why each topic is important, how it is expected to evolve, and what it could look like in action for customers and businesses alike, the eBook aims to provide a comprehensive understanding of what lies ahead.

This work is not just about trends; it’s about actionable insights that can drive meaningful strategies for the future. Whether you’re looking to stay ahead of trends, refine your strategies, or understand how these shifts will impact customer interactions, the eBook will serve as a valuable guide as you navigate the future of loyalty and engagement.

The list of 40 featured guests kicked off with Neo Day Founder and CEO Jurgen Swaans and wrapped up with Wise Marketer Group CEO, Bill Hanifin, CLMP™. In between there were many riveting comments and we share just a handful here to encourage you to download the eBook and dive into the full report for your benefit.

Wilco de Bie, Client Strategy Director at MAGNEDS

  • “True engagement is about designing experiences that align with your audience instincts.”

Philippe Lazzarini, CRM & Loyalty Manager at Autogrill, CLMP™

  • “Engage the mind, and loyalty will follow.”

Gunnur Gunnarsdottir, Deputy CEO of Samkaup hf

  • “It’s not just about customer retention; it’s about building a community.”

Louise Oprel, Senior Business Development Manager at Huawei

  • Emerging Markets are more than an opportunity – they’re the future.”

Igor Ivanecký, CE Lead Loyalty & Membership Proposition Manager of TESCO STORES SR

  • “The future of business is about reaching the right person, with the right message, at the right moment.”

Kirsty Chalk, Marketing and Member Acquisition Leader of IKEA

  • “Stop spinning the wheels for customer loyalty. Start creating experiences that actually matter.”

Helen Carter, Global Head of Payments and Loyalty of Vivo Energy

  • A loyalty program is only as strong as its frontline advocates.”

Martin Schneider, Vice President & Principal Analyst of Constellation Research, Inc.

  • “B2B’s Blind Spot: Why Personal Relationships Won’t Scale in 2025”

Tom Stevens, Region Marketing Manager BNL & France of GoodLife Foods

  • “Personalized deals start with smart data integration.”

Download your copy of “Loyalty and Customer Engagement 2025: 40 Thoughts. 40 Experts” here.