Artificial intelligence is increasingly influencing how brands approach personalisation and loyalty, with data showing that tailored offers and rewards are not just enhancing customer experience, they’re driving real business results.
According to Bazaarvoice’s latest Shopper Experience Index, 44 per cent of UK shoppers say personalised discounts and promotional offers are the most influential content when it comes to sharing a product or brand on social media. Additionally, 31 per cent say personalised loyalty rewards make them feel valued and enhance their brand loyalty, while 28 per cent report that such rewards motivate them to shop more frequently.
Brands are taking note. Research from Antavo reveals that 50 per cent of businesses plan to incorporate AI into their loyalty programs, leveraging the technology to deliver tailored recommendations, seamless experiences, and deeper customer engagement. Meanwhile, Salesforce data highlights AI’s growing impact on purchasing decisions, with AI-driven sales reaching US$229 billion globally between November and December 2024 – up from US$199 billion in 2023.
AI-infused tools like product recommendations, targeted offers and social proofing present a massive opportunity to amplify these personalised, relevant, contextual experiences. They save time and deliver tailored information to shoppers that brands might not otherwise have the resources or ability to provide.
Zarina Stanford, CMO at Bazaarvoice said: “In an era where consumers are inundated with choices, personalisation and contextualisation can prove to be a differentiator for brand loyalty and customer engagement. Why? It creates seamless and relevant experiences. Personalised and contextual (right time, right place, right form) offers and rewards go beyond generic discounts, they shape consumer decisions by delivering meaningful value tailored to individual preferences. Our data reveals that 44 per cent of UK shoppers say personalised discounts and promotional offers are the most influential content when it comes to sharing a product or brand on their social media. Additionally, 31 per cent of UK shoppers say personalised loyalty rewards make them feel valued and enhance their loyalty to a brand, while 28 per cent report that such rewards motivate them to shop more frequently. The key is timing and placing these personalised offers i.e. contextualised will be key.
“These insights underline the growing expectation from consumers for loyalty programs to provide more than just rewards – they want recognition and relevance. By offering personalised and contextual experiences, brands can foster a deeper sense of trust and engagement, creating a cycle of repeat business and advocacy that fit the needs of the consumers. In today’s competitive marketplace, a strong, personalised and relevant loyalty program not only retains customers but also builds lasting relationships that feel personal and valuable.
“Using AI in this way is a win-win for brands and consumers: It streamlines operations for sellers and ensures shoppers have the information they need to make informed decisions. The caveat and major consideration is ensuring content authenticity, as brand equity and trust are on the line.”
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