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80 Key Customer Loyalty Stats & Trends to Watch in 2026 | Perx
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Loyalty Reset: Building emotional loyalty in a commoditized market
Thursday, March 5, 2026 | 4 – 5 PM SGT Virtual | 30 mins + 15 live Q&A
Rethinking Loyalty for a World of Low Switching Costs
Loyalty programs are nearly universal, yet most institutions struggle to link them to sustained growth.
Enrollment is high.
Engagement is inconsistent.
Behaviour rarely changes.
These gaps are most visible among younger, digital-first customers – who are quicker to disengage and switch when loyalty feels transactional or irrelevant. In fact, over half are willing to change providers for brands that better align with their values and expectations.
This behaviour is not an outlier. It’s an early signal.
Join Perx and Handprint as we deconstruct why traditional loyalty models fall short. Discover what current customer behavior reveals about the limits of points-based rewards and how to transform loyalty into a genuine growth lever rather than a cost center. We are joined by industry leaders, Rachel Freeman – Chief Growth Officer, Tyme, and Peter Redan Ramires – Head of Loyalty Program, Globe Philippines, who share their expertise in the matter.
What we’ll cover
- The Growth Gap: Why loyalty adoption doesn’t automatically translate into engagement or revenue growth.
- Beyond the Point System: Where purely points-led programs fail to shape repeat behavior.
- The Power of Participation: How relevance and visible progress fundamentally change customer interaction.
Values-Driven Loyalty: Integrating values to create emotional connections without turning your program into a CSR exercise.
If you’re questioning whether your loyalty program is truly influencing customer behaviour, this session is for you.
The Speakers:
Rachel Freeman is an experienced and internationally recognized financial expert, particularly in the areas of financial inclusion and innovative financial technologies. From 2001 to 2017, she held several senior positions at IFC in Central Asia, Africa, and Asia. Prior to joining IFC, Rachel was involved in a number of entrepreneurial ventures in the US and Russia. Tyme Group powers TymeBank, the first digital bank in South Africa with over 12 million customers, and GOtyme, our licensed bank in the Philippines with over 8 million customers. Tyme has also launched its SME lending solution into Indonesia and Hong Kong. Rachel sits on the Board of PaveBank in Georgia, the Board of the Financial Alliance for Women and the Governing Council of the SME Finance Forum.
Peter has been a part of Globe Telecom for over 7 years, and his whole stint has been with Globe Rewards, the Loyalty Program of Globe Telecom, enabling all mobile and broadband customers with the strategic imperatives of retention through continued engagement in key channels and sustainable growth through gamification. Together with the rest of the team, they have embarked on a loyalty transformation that evolves the program from a points earning and burning catalog into a platform for personalized engagement and deepened relationships.
FAQs:
When and where will the Loyalty Reset webinar take place?
The webinar is a live virtual event scheduled for Thursday, March 5th, 2026, at 4:30 PM SGT. You can join the session online from any location. Registrants will receive a unique access link and a calendar invitation via email immediately after signing up.
Who should attend this loyalty roundtable?
This session is designed for Heads of Product, CX, Loyalty, and Marketing, as well as growth owners. It is particularly valuable for leaders at institutions struggling to engage younger, digital-first segments or those looking to transform their loyalty programs from cost centers into revenue-driving growth levers.
Will a recording of the webinar be available?
Yes, all registered participants will receive a link to the on-demand recording and a summary of key takeaways within 24 hours of the live event. If you cannot attend the live broadcast at 4:30 PM SGT on March 5th, we still encourage you to register to ensure you receive these materials.
Why do traditional points-led loyalty programs often underperform?
Traditional models often fail because they focus on transactional rewards rather than changing customer behavior. While enrollment may be high, engagement remains inconsistent because points-based systems frequently feel irrelevant to digital-first users who value brand alignment and visible progress over simple cashback.
How can loyalty programs drive growth instead of acting as a cost center?
To become a growth lever, loyalty must evolve into a platform for personalized engagement. By leveraging behavioral science and integrating brand values, companies can create emotional resonance that reduces churn and increases CLTV, moving beyond the “earn and burn” catalog model.
What is values-driven loyalty?
Values-driven loyalty involves integrating a brand’s core mission—such as sustainability or social impact—directly into the customer experience. Unlike standard CSR, it creates an emotional connection by allowing customers to participate in meaningful progress, which is critical for the 50% of consumers willing to switch for brands that match their values.
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