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Meet Perx at the Singapore Fintech Festival 2024

Meet Us at Singapore Fintech Festival 2024

Make Every Interaction Memorable with Gamified Experiences, Limitless Customer Journeys, and Unmatched Loyalty – All Achieved with Zero Code!

Azmeen Ansar

Growth Marketing Manager | Oct 16, 2024


We’re excited to announce that Perx will be exhibiting at the Singapore Fintech Festival 2024, happening from 6-8 November at the Singapore Expo.

As a leader in gamified customer engagement and loyalty solutions, we’ll be showcasing our latest innovation – the No-Code Builder, which enables businesses to launch seamless customer journeys without the need for technical skills. For those who are new to the Singapore Fintech Festival, here’s a quick intro.

About the Singapore Fintech Festival

The Singapore Fintech Festival (SFF) is the world’s largest platform for the global fintech community. Each year, it brings together leaders from finance, technology, and policy to discuss the future of financial services. With over 66,000 attendees from 150 countries, SFF is the hub for exploring the latest trends in AI, blockchain, sustainable finance, and more. It’s a must-attend event for anyone looking to shape the future of fintech.

Meet Our Partner, Strands

At this year’s event, our partner, Strands, will join us at the booth to showcase the synergy between actionable financial insights and engaging customer experiences. Together, we offer a powerful solution that integrates Strands’ AI-driven financial insights with Perx’s gamified rewards, designed to drive customer engagement and enhance financial well-being. Visit our booth to see how we’re shaping financial behavior and fostering stronger customer loyalty.

Schedule a Meeting

Why Visit Our Booth?

At Booth (Booth number: 4J34, Hall 4), you’ll get an exclusive demo of how Perx’s No-Code Builder can revolutionize customer engagement. You’ll also learn:

  • How a leading neo-bank in Singapore drove $6.6 million in transactions in just 60 days with Perx-powered campaigns.
  • How a global bank slashed its Customer Acquisition Cost (CAC) by 33x within just two months.
  • How a regional bank experienced a 70% campaign engagement rate per user over a 60-day period, demonstrating the high effectiveness of gamified campaigns.

Live Demo

In addition to this, watch how Strands and Perx have teamed up to redefine digital banking! Join us to:

  • Discover how gamification turns routine banking interactions into engaging and motivating experiences aligned with the customer’s financial and lifestyle goals.
  • Learn how leveraging customer data enables hyper-targeted rewards that drive loyalty and behavior.
  • Explore successful examples of banks enhancing cross-selling opportunities, promoting financial wellness, and increasing customer retention.

To make it easier for you to find us, check out the floor plan below to locate our booth at the event:

Let’s Meet at SFF 2024!

We’d love to discuss how Perx Technologies and Strands can help your business achieve its customer engagement goals. Click the button below to fill out the form and schedule a meeting with us during the event.

Schedule a Meeting

In case you don’t have a pass yet, we can help you out. Reach out to us to get a 50% discount on your delegate pass.

Looking forward to meeting you at the Singapore Fintech Festival!

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Combatting the Rising Cost of Fraud in Loyalty Programs: Protecting Banks, Retailers, and Telecoms

Azmeen Ansar

Growth Marketing Manager | Oct 2, 2024


Meet Niki. 

She banks with one of Singapore‘s leading digital banks that uses Perx as their loyalty engagement platform. Initially attracted by a voucher at her favorite brand, she now uses the bank’s credit card for her daily transactions. 

Why the increase in love? A loyalty program powered by gamified, hyper-personalized campaigns. 

For the bank, thousands of customers like Niki resulted in 67% MAU and a 33X drop in customer acquisition cost (CAC). The bank cracked the psychology behind customer loyalty by using advanced data analytics, machine learning, and AI to deliver personalized experiences. 

This win-win effect of loyalty programs is what has made it an evergreen strategy for customer relationship building. To back this claim with hard numbers, the global loyalty management market size was valued at USD 11.71 billion in 2023 and is projected to grow from USD 13.31 billion in 2024 to USD 41.21 billion by 2032, exhibiting a CAGR of 15.2% during the forecast period. (Source) 

But it is not devoid of its risks. Along with current and potential customers, fraudulent profiles also are on the lookout for attractive, high-reward-yielding loyalty programs. Often presumed to have the least security checks – both from the customers and brands, loyalty programs are becoming a breeding ground for phishers, fraudsters, and the like. According to a study by Ernst & Young, loyalty program fraud is a growing problem worldwide with the current financial losses estimated to be around $1 billion. And they present themselves in many ways. 

Types of Fraud in Loyalty Programs

New Account Fraud

Also known as synthetic identity fraud, New Account Fraud entails a fraudulent customer account being created under a fake or stolen identity. This is done by using automated tools or bots that create multiple accounts within minutes, often collecting loyalty rewards right after the account creation. This is done through a method known as credential stuffing where large volumes of stolen identities and passwords are used to create new accounts. 

New Account Frauds choke up the loyalty program system and also make it difficult for genuine users to create their profiles. 

Account Takeover (ATO) Fraud

This is where an existing loyalty account is hacked and taken over. Apart from credential stuffing, phishing attacks, malware, and social media scams are the most common ways ATO happens.

This is damaging to both the brand and the customers. The business rakes losses from fake redemptions of points, cash-backs, and vouchers. The customers run the risk of their financial and personal information being stolen, in addition to losing the rewards, cash balance, etc they may have in their accounts.

Fake Qualifying Actions (earning & burning)

Often affecting the business more than the customers, fake qualifying actions like illegitimately earning and burning points undermine the integrity of loyalty programs.

Fraudsters create fake transactions or manipulate receipts to be eligible for higher points. Or creating fake new accounts using their referral codes making them eligible for higher discounts and special rewards. Redemption of these points and rewards leads to huge financial losses to the business. It also devalues the image of the loyalty program making it averse to genuine customers.

Policy Abuse & Exploitation

Be it through bots or human scammers, abuse of the loyalty program rules and policies is now a usual occurrence.

The most common form is sharing or using voucher codes meant for particular customer segments or promotion periods outside the intended scope. This can involve using codes multiple times or spreading them through unauthorized channels. Another form is abusing the business’s return policies on products purchased using loyalty points and demanding a cash refund or store credit. Some of the fraudulent actions we covered in the earlier sections like opening multiple accounts or faking qualifying actions for tier upgrades also fall into this category.

Fake Loyalty Programs

This is when fraudsters are thinking big! Why manipulate a single business when you can scam thousands of customers? These are fraudulent schemes that deceive customers into joining a loyalty program that is a front to steal personal information, financial details, or money from unsuspecting individuals.

The most common telltale is the promise of unrealistic rewards, discounts, or points. Emails, SMS, insecure websites (absence of HTTPS), and social media accounts are used to promote these fake loyalty programs, which on closer look reveal the anomalies in their brand names, logos, and email IDs. Some scams involve fake mobile apps that claim to offer loyalty points or rewards. These apps can collect personal information and even install malware on the user’s device.

Data Breaches

While this is often the result of the different fraudulent activities we discussed above, data breaches in themselves have become a huge concern even outside the loyalty program world. While individuals can take all the necessary precautions to secure their accounts, a lapse in security on the business side can undo all the efforts the consumers take.

In addition to the theft of identities, and personal monetary losses, the cost to the business can be more than financial. The damage to the brand image and the legal consequences can take years to reverse.

The global average cost of a data breach in 2023 was $4.45 million, marking a 2.3% increase from $4.35 million in 2022 and a 15.3% increase since 2020, when the average cost was $3.86 million. This upward trend underscores the escalating financial risks businesses face in the current digital landscape.

How Perx and AWS Protect Your Loyalty Programs

At Perx, our commitment to client success extends beyond driving customer engagement; we are equally invested in safeguarding that engagement from fraudulent activities. Our loyalty management platform, integrated with AWS Fraud Detector, offers a robust defense against the evolving threats of loyalty fraud. Here’s how:

Machine Learning Integration for Adaptive Fraud Detection

No matter your industry, market, or the type of fraud you face, Perx has you covered. Our platform leverages AWS’s machine learning models, built on over 20 years of expertise, to ensure fraud detection systems are adaptive and constantly evolving. This means your business and customers are protected both now and in the future.

Real-Time Fraud Detection for Immediate Response

In today’s fast-paced digital world, timing is everything. Perx’s integration with AWS Fraud Detector provides real-time fraud detection, allowing you to respond instantly to suspicious activities. For example, if a customer’s account in Singapore records a transaction from another location, our system flags the activity immediately, potentially suspending the account pending investigation. This rapid response capability is crucial in preventing significant losses and maintaining customer trust.

Seamless Integration with Existing Systems

We understand that businesses rely on their existing infrastructure. That’s why the Perx fraud management architecture is designed for seamless integration with your current systems. Whether you’re using legacy systems or modern cloud-based platforms, our solution enhances your fraud detection capabilities without requiring an overhaul of your IT environment. Plus, being a part of the AWS ecosystem, our platform integrates effortlessly with other AWS services like Amazon S3 and AWS Lambda, simplifying deployment and management.

Automated Risk Scoring for Prioritized Fraud Prevention

Perx’s platform assigns risk scores to transactions and user activities, enabling your business to focus on high-risk events. This automated risk scoring not only prioritizes investigations but also improves the efficiency of your fraud prevention efforts. By filtering out low-risk activities, your team can concentrate on what truly matters—protecting your most valuable assets.

Customizable Models Tailored to Your Needs

Every business is unique, and so are its challenges. Perx’s platform allows you to create custom fraud detection models tailored to your specific industry and organizational needs. By incorporating unique business rules and patterns, our system can effectively detect and mitigate loyalty fraud that might be specific to your sector.

Scalability and Flexibility to Grow with Your Business

As your business grows, so too do your fraud detection needs. Perx and AWS Fraud Detector are built to scale, handling large volumes of transactions and adapting to various use cases—from e-commerce to financial services. This flexibility ensures that your fraud detection systems grow with you, protecting your business at every stage of its evolution.

Loyalty Program Fraud in Telecom, Banking and Retail

Telecommunications

According to the Communications Fraud Control Association (CFCA), global telecom fraud, including loyalty fraud, costs the industry around $28.3 billion annually. And 42% of the top ten fraud methods are related to telecommunication account manipulation.

As we’ve discussed here, the most common way fraudsters abuse a telecom loyalty program is through synthetic identity fraud. Fraudsters create multiple new accounts to take advantage of introductory offers on phones and services, leading to significant losses for telecom companies. To the customers, unauthorized access to telecom accounts can result in fraudulent charges, international calls, or the purchase of expensive devices.

Governments across the world are coming down hard on these telecommunication giants to secure their systems to protect the unsuspecting customers.

BFSI

According to a report by Bain & Company, financial institutions face increasing risks from loyalty fraud, with some estimates suggesting that fraud could account for up to 5% of all loyalty program redemptions. This translates to significant financial losses across the industry. In another report, a major bank reported losses of over $2 million in a single year due to loyalty program fraud. This included both direct financial losses and the costs associated with compensating affected customers​

Synthetic identities are used to open new bank accounts, which are then used for money laundering or other illegal activities. These accounts can also be used to obtain credit cards and loans fraudulently. Attackers gain access to online banking accounts to transfer funds, apply for loans, or make unauthorized transactions. This escalates the cost of losses to both the bank and the customers.

Retail

Data breaches and other forms of loyalty fraud are rampant in the retail industry. 90% of online merchants believe policy abuse is a significant problem for their bottom lines. Losses from policy abuse have increased year-over-year (YoY) with promotional code and loyalty program abuse having a 38% YoY increase. Fraudsters create multiple accounts to claim new customer discounts repeatedly, undermining the effectiveness of promotional campaigns and increasing costs for retailers. They also hijack accounts to make purchases using stored payment information or to redeem loyalty points and rewards.

Protect Your Customers and Business With Better Loyalty Program Anti-Fraud Practices

Loyalty fraud is a pervasive issue that requires advanced technological solutions to mitigate. AWS Fraud Detector provides a powerful toolset leveraging ML and AI to detect and prevent loyalty fraud. Perx’s Loyalty Management Platform together with AWS Fraud Detector secure loyalty programs, reduce financial losses, and maintain customer trust.

Get an in-depth demo of how Perx and AWS can secure your loyalty programs and keep your customers and business growing.

Keen on knowing how Perx Fraud Detection system can weed out any existing and future possibility of fraud? Reach out to us for a demo today.

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Unlocking Loyalty Success: Why Partnering with Experts is Key to Successful Loyalty Programs in 2024

Unlocking Loyalty Success: Why Partnering with Experts is Key to Successful Loyalty Programs in 2024

Boost your program’s success by collaborating with loyalty experts

Gillian Setiawan

MarTech Blogger | Sept 10, 2024


Capturing and retaining customer attention is more challenging than ever. With the average human attention span now at 8.25 seconds – shorter than that of a goldfish (9 seconds) – businesses must develop innovative strategies to engage their customers meaningfully and consistently.

An effective way to achieve this is via a well-designed loyalty program. By leveraging the expertise of professionals in the field, firms can create robust loyalty programs that not only retain customers but also foster deep connections, driving long-term growth.

 

The Importance of Loyalty Programs in 2024

In 2024, loyalty programs have evolved from being a mere add-on to a critical component of any company’s customer retention strategy. A well-crafted loyalty program fosters an emotional connection between the customer and the brand, building trust and enhancing the overall customer experience. This ultimately leads to increased revenue and improved data quality that can be harnessed for future growth.

Moreover, in the competitive battle for customer attention, it’s crucial to note that acquiring a new customer costs five times more than re-engaging an existing one. This underscores the importance of investing in a robust and effective loyalty program, making it more vital than ever.

 

Avoiding Common Pitfalls

While loyalty programs offer numerous benefits, not all are created equal. Here are some pitfalls to watch out for:

1. Complexity
Overly complicated loyalty programs, such as those with confusing rules or long-winded reward collection processes, can deter customers from actively engaging with the brand. Currently, about 31% of consumers find it too difficult to earn rewards from their loyalty programs.

2. Lack of Engagement

A loyalty program that doesn’t engage customers will fail to keep them interested. Without regular interactions, nudges, and incentives, customers may not see the value in participating. With 80% of customers believing that the experiences provided by a company are as meaningful as their products and services, firms must continue to innovate and delight in order to keep their consumers happy.

3. A One-Size-Fits-All Approach

A generic loyalty program that doesn’t consider the unique needs and preferences of different customer segments will struggle to maintain interest and relevance. Nowadays, personalization is key! Offering customers a way to choose their rewards, for example, not only delights and engages them, it also provides the firm valuable insights into their consumers’ preferences. In fact, 71% of customers expect personalization, and 76% mentioned an inclination to switch to a competitor if they don’t get it. 

Choosing the Right Loyalty Partner(s)

To create a successful loyalty program and avoid common pitfalls, partnering with true loyalty experts is essential. Here are some key qualities to look for in a loyalty partner:

1. Experts in the Field
Loyalty experts bring extensive experience and a deep understanding of what works and what doesn’t in loyalty programs. They provide insights and strategies tailored to each firm’s specific needs and customer base. Their established relationships and industry connections can also offer firms the opportunity to reach a wider audience, engage in cross-promotions, and benefit from pre-existing customer trust.

2. Simplicity

Successful loyalty programs should provide customers with a simple and frictionless experience. This involves offering clear, straightforward processes for earning and redeeming rewards, and an intuitive, user-friendly interface to significantly enhance customer satisfaction, for example, to encourage active participation. 

3. Localisation
To truly be effective, loyalty programs must be tailored to resonate with diverse international customer groups. Addressing local preferences and cultural nuances is key to enhancing the relevance and appeal of the program. As noted earlier, partnering with experts who have experience with international audiences can then be highly beneficial for achieving successful localisation and maximizing the impact of a firm’s loyalty initiatives.

4. Customer Engagement at the Core (i.e., Gamification)

Effective loyalty programs place customer engagement at the forefront. Gamification elements, such as challenges, leaderboards, and rewards for specific actions, can significantly boost engagement and make the program more enjoyable for customers. In fact, integrating gamification has been shown to increase user engagement by up to 50% compared to traditional marketing efforts, demonstrating its effectiveness in fostering deeper connections and driving active participation.

5. Transparency

Transparency is the foundation of building and sustaining any successful partnership. Encompassing more than mere openness, it involves a commitment to honest communication and accountability. By partnering with loyalty experts who are transparent about costs, for example, firms can ensure they know exactly where and how their investments are being spent, minimizing the risk of unexpected issues.

6. Security

Despite extensive efforts to protect customer data, firms remain at risk of data breaches. In fact, data breaches increased by 20% from 2022 to 2023, underscoring the critical importance of security in today’s digital age. Therefore, reliable loyalty partners must implement robust security measures to safeguard customer data and ensure the integrity of firms’ loyalty program.

7. Innovation (i.e., Artificial Intelligence)

In the realm of loyalty programs, artificial intelligence (AI) can help enhance customer experiences and streamline program operations. For example, by leveraging AI to analyze past customer behavior and predict future actions, businesses can make more informed decisions and stay ahead of the competition. This proactive approach allows companies to tailor their loyalty programs more effectively, setting them apart from others in the market.

Conclusion


In 2024, a well-designed loyalty program can be a powerful tool for retaining customers and driving repeat business. By partnering with loyalty experts who understand the intricacies of creating engaging and effective programs, firms can avoid common pitfalls and ensure that their loyalty programs deliver significant value to their customers. This ultimately helps them build thriving programs that foster long-term customer relationships and business success.

The Perx Advantage


With international exposure, versatile gamification features, and a globally recognized dual ISO certification, Perx stands out as a leading partner in the loyalty space. Our secure, proven solutions are designed to effectively engage your customers and elevate your loyalty program to new heights.

Book a demo today to see how Perx can transform your loyalty strategy!

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The image is of man and severel hands reaching out to him, indicative of reaching to the customers

The Forgotten Customer: Still a Ticking Time Bomb?

The image is of man and severel hands reaching out to him, indicative of reaching to the customers

The Forgotten Customer: Still a Ticking Time Bomb?

Drive Long-Term Growth by Re-Engaging Forgotten Customers

Gillian Setiawan

MarTech Blogger | September 10, 2024


In 2018, our founder Anna Gong shed light on a critical issue affecting many businesses: the Forgotten Customer. These are loyal customers who receive little to no engagement from the companies they support, whether through emails, phone calls, or other forms of communication.

Six years later, this issue still persists. With 68% of customers leaving a company because they feel neglected, addressing this issue is crucial for long-term success.

The Customer Experience

Customer Experience (CX) encompasses the customers’ perceptions of how a company treats them. It includes every interaction they have with the business – from browsing the website and speaking with customer service to using the firm’s products and services. A positive CX can differentiate your brand in a competitive market, fostering deeper connections with your customers and boosting loyalty.

 

 

 

Why is Customer Experience Important?

 

1. Proactive CX Fosters Loyalty & Repeat Purchases

In 2018, Anna emphasized that many companies engage with customers reactively rather than proactively. Customers typically receive attention only when they are on the verge of leaving or after they have had a negative experience. Engaging customers only during crises or at the point of churn is insufficient. Today, companies need to adopt a proactive strategy, sending personalized messages that delight customers and make them feel valued.

With 80% of consumers more likely to do business with a company that offers personalized experiences, and 78% stating that such communication makes them more willing to repurchase, it is clear that proactive, personalized engagement is crucial in today’s digital age.

2. Positive CX May Reduce Marketing Budget Waste

Anna also pointed out that it costs companies five times more to acquire a new customer than to engage an existing one. This principle holds true today. While attracting new customers is important, catering to the needs of existing customers is arguably even more crucial.

In fact, with 65% of a company’s business coming from existing customers, and loyal customers spending 67% more than new ones, it is essential that companies allocate sufficient marketing budgets toward delighting customers they have already built relationships with to see higher returns on investment.

How Can Companies Re-Engage Their Forgotten Customers?

1. Data Utilization

As Anna mentioned, many companies have amassed significant amounts of customer data but use it reactively. To truly engage customers, businesses must leverage this data proactively.

Taking Netflix as an example, they utilize historical customer behavior to predict viewing preferences and recommend content. This not only boosts engagement, but also makes customers feel understood, convincing them to remain loyal.

By analyzing customer data, companies can gain insights into individual preferences and needs. Predictive analytics can help anticipate customer behavior, allowing businesses to surprise and delight customers with personalized offers and experiences they didn’t know they wanted.

2. Personalization

With the growth of artificial intelligence (AI), personalization is now more achievable than ever. Companies that utilize AI to deliver personalized experiences at scale are better positioned for success.

Similar to the Netflix example, Amazon also leverages machine learning and AI to continuously refine its product suggestions based on user interactions.

Such real-time AI helps tailor future interactions, making customers feel more valued and understood with every interaction.

3. Gamification

Gamification has emerged as a powerful tool to enhance customer engagement. By incorporating game-like elements into the customer experience, companies can make interactions fun, engaging, and memorable.

Duolingo, for example, utilizes quizzes, rewards, and leaderboards to make language learning enjoyable. These interactive features not only keep customers engaged but also foster a sense of loyalty.

4. Omnichannel Offerings

Offering seamless, omnichannel experiences can also set your business apart. Omnichannel refers to providing a consistent shopping experience across all channels, including in-store, mobile, and online.For example, Singapore Airlines, through its partnership with AOE-integrated airports and shopping malls, allows customers to easily shop, pre-book, enhance in-flight options, and earn loyalty points in real-time. With 70% of all purchase decisions made at the Zero Moment of Truth (ZMOT) stage, it is crucial for businesses to be present online when customers are researching products.

In fact, according to Adobe, companies with the strongest omnichannel customer engagement strategies enjoy a 10% year-over-year growth, a 10% increase in average order value, and a 25% increase in close rates.

Conclusion


The Forgotten Customer remains a pressing issue for businesses today. To overcome this challenge, companies must prioritize proactive engagement by leveraging data, personalization, gamification, and omnichannel offerings to create exceptional customer experiences. By focusing on delighting existing customers, businesses can drive loyalty, increase revenue, and build lasting relationships that stand the test of time.

The Perx Advantage


Are you still neglecting your loyal customers? Take action by evaluating your customer engagement strategies and adopting a proactive approach to create exceptional experiences that drive loyalty and growth.

With versatile gamification features, AI-powered campaigns, predictive analytics, and a plethora of adaptive rewards, Perx could be your trusted partner!

Book a demo today to see how Perx can help you strengthen relationships with your existing customers.

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Banner on How Gamification Hacks Cognitive Biases to Drive Customer Stickiness Blog

How Gamification Hacks Cognitive Biases to Drive Customer Stickiness

Banner on How Gamification Hacks Cognitive Biases to Drive Customer Stickiness Blog

How Gamification Hacks Cognitive Biases to Drive Customer Stickiness

Azmeen Ansar

Ever wondered why you can’t resist those loyalty points or why you keep coming back to that app with the daily challenges? Spoiler alert: It’s all about how gamification taps into your brain’s cognitive biases.

Yep, we’re talking about the hidden forces that drive your and your customers’ behaviors and how smart businesses are using them to keep you hooked.

Let’s dive into this fascinating world where cognitive bias meets fun and discover how these biases play a starring role in gamification strategies.

The Magic of Loss Aversion

Picture this: you’ve earned 100 points on your favorite app, and suddenly there’s a challenge that could make you lose 50 of them if you don’t complete it. Panic mode activated, right?

That’s loss aversion in action. We hate losing more than we love gaining. Gamification leverages this by setting up scenarios where the fear of loss propels us to engage more actively.

How Perx Gamifies This: The biggest bank in the Philippines used Perx to combine loyalty programs and gamified strategies, driving customers to readily redeem their points for vouchers. These vouchers were from partner merchants who also benefited from the bank promoting their brand to its 19 million customers. This led to an earn-burn ratio of 32%, well above the industry average.

The Endowment Effect: Your Digital Treasure

Ever felt super attached to those virtual coins or badges you’ve collected? Welcome to the endowment effect. Once something is ours, we value it more. Gamified apps give you rewards upfront, making you feel like you’ve got something valuable that you don’t want to lose. It’s not just a digital badge; it’s your badge.

How Perx Gamifies This: Many of our clients engage with their customers daily, thanks to the Perx platform that enables them to award badges for positive actions. Singapore’s leading telecom brand uses a similar approach, awarding points for each day the customer logs into the app and plays a game. Another client awards badges for transaction streaks, resulting in a monthly engagement rate of over 60% on their loyalty apps.

Social Proof: Keeping Up with the Joneses

Why do we care about leaderboards and social sharing features? Because we’re hardwired to look at what others are doing and follow suit. Social proof is a powerful cognitive bias that gamification taps into. Seeing your friends or peers achieve higher levels or unlock cool rewards drives you to do the same. After all, nobody wants to be left behind.

How Perx Gamifies This: Through gamified quests and leaderboards, we’ve helped our clients motivate their customers to unlock higher rewards by taking actions that grow business. For example, with our telco clients, we launched quest campaigns that encouraged customers to sign up for higher plans while showing where they stood on a game leaderboard. This led to the brand’s campaigns having over a 90% completion rate with over 85% returning users for in-app engagements.

Commitment and Consistency: The Journey Matters

Started with a small goal and now you’re deep into a complex challenge? That’s the commitment and consistency bias at work. Once you commit to something, you’re more likely to follow through. Gamified systems cleverly start with easy, achievable goals, gradually leading you to bigger challenges, ensuring you stay engaged throughout the journey.

How Perx Gamifies This: The largest digital bank in Singapore uses stamp campaigns powered by Perx to entice its customers to use the bank’s card for everyday transactions. By providing stamps for referrals, foreign transactions, and even just buying their morning coffee, the brand generated a minimum of $6.6 million in 6 months with a 70% average campaign engagement rate per user.

Ben Franklin Effect: The Power of Asking for Help

Ever noticed how asking someone for a small favor can make them like you more? That’s because of something called the Ben Franklin effect. When we do someone a favor or oblige a request of theirs, even if they are total strangers with whom we have no previous connection, we are likely to be fond of and trust them. This creates the basis for a strong and possibly lasting positive relationship. Gamified systems use this cognitive bias by incorporating feedback surveys and small tasks that ask for user input. By engaging customers in this way, they feel more valued and invested in the process, strengthening their connection to the brand. It’s a clever way to turn simple feedback into a powerful tool for engagement.

How Perx Gamifies This: Surveys are part of our clients’ regular campaign rosters. By launching journeys that collect feedback and additional preferences from customers, our clients get first-party data on their customers. Proactively collecting customer insights demonstrates that their opinions are valued, and rewarding their participation instantly nurtures a deeper sense of loyalty, satisfaction, and long-term engagement with the brand.

So, next time you find yourself hooked on an app or eager to earn more points, you’ll know it’s not just the game—it’s your brain in action. And that’s the magic of gamification.

At Perx Technologies, we’re passionate about understanding these cognitive biases and using gamification to create engaging, rewarding experiences for the end-users. This way, we help businesses build stronger connections with their customers, driving loyalty and engagement in ways that feel natural and fun.

Want to amp up your game? Reach out to us and let’s get talking.

In the meantime, experience what it would be like to engage with a global hospitality brand that uses Perx to gamify every interaction with their customers.

Click here for a demo.

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From Data to Devotion: Leveraging AI for Lasting Customer Loyalty

From Data to Devotion: Leveraging AI for Lasting Customer Loyalty

From Data to Devotion: Leveraging AI for Lasting Customer Loyalty

From Data to Devotion: Leveraging AI for Lasting Customer Loyalty

Explore strategies to drive customer loyalty in the age of AI

Gillian Setiawan

MarTech Blogger | Jun 29, 2024


As the digital revolution marches forward, businesses are increasingly turning to artificial intelligence (AI) to navigate the complex landscape of customer engagement and loyalty.

Gone are the days of generic marketing blasts and one-size-fits-all rewards programs. Today, success lies in the ability to harness the power of AI to deliver hyper-personalized experiences that resonate with customers on a deeply individual level. In fact, Google Cloud found that 75% of shoppers prefer brands that tailor interactions and outreach to them, and a staggering 86% seek brands that grasp their interests and preferences.

Strategies for Winning Loyalty in the Age of AI

In today’s dynamic business landscape, embracing the transformative power of AI is not just a choice, but a necessity for sustainable growth. Here are some key strategies to help businesses thrive:

1. Hyper-Personalization

Harnessing the capabilities of AI to delve deep into vast reservoirs of customer data offers a remarkable

reservoirs of customer data offers a remarkable opportunity to understand individual preferences, behaviors, and needs. By leveraging this insight, businesses can tailor experiences to resonate with each customer on a personal level.

Amazon, for example, employs AI algorithms to craft tailored recommendations and exclusive offers based on each customer’s unique interactions and shopping history.

2. Real-Time Marketing

The ability to analyze customer data in real-time using AI algorithms empowers businesses to deliver targeted messages precisely when they are most relevant and impactful. This not only enhances the overall customer experience but also significantly boosts the likelihood of repeat purchases and brand loyalty.

McDonald’s, for example, effectively utilized AI-enhanced geo-targeting technology to offer personalized mobile app deals based on specific locations and times, resulting in increased foot traffic, enhanced app engagement, and boosted sales.

3.Customer Rewards

Incentivizing desired behaviors through rewards and incentives can foster deeper customer loyalty and engagement.AI-driven analysis of customer data enables businesses to optimize rewards programs by identifying the most effective incentives for each individual customer.

For example, AI can allow for customers to personalize their reward choices, thereby making them feel more valued and appreciated.

4. Gamified Experiences

Integrating game-like elements into brand interactions provides customers with interactive and enjoyable experiences that encourage loyalty. By leveraging AI, businesses can personalize such challenges and quests based on individual preferences, making the experience more engaging and rewarding.

As customers actively participate and complete tasks in exchange for rewards, they experience a sense of accomplishment, thereby strengthening their connection and bond with the brand.

5. Memorable Marketing

AI-driven marketing initiatives have the potential to create unforgettable interactions with customers by injecting creativity into campaigns. Whether through immersive augmented reality installations or captivating gimmicks, AI-powered marketing endeavors capture attention and leave a lasting impression.

With advancements like Bing AI images and emerging technologies such as Sora, for example, incorporating visually compelling elements into presentations and campaigns can further enhance engagement and memorability.

In today’s dynamic marketing landscape, embracing AI tools is no longer optional – it’s imperative for businesses aiming to thrive. The growth of AI presents opportunities for innovation and competitive advantage. By seamlessly integrating it into marketing strategies, businesses can forge deeper connections with customers and secure enduring loyalty.

The Perx Advantage

Discover the game-changing capabilities of Perx, leveraging cutting-edge data analytics to delve into customer preferences like never before. Craft hyper-personalized offers that truly connect with your audience, while our gamification features and rewards programs keep customers engaged and delighted!

Ready to join the AI revolution? Book a demo today and experience the Perx Advantage in action!

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The Psychology Behind Customer Loyalty: What Brands Need to Know

The Psychology Behind Customer Loyalty: What Brands Need to Know

The Psychology Behind Customer Loyalty: What Brands Need to Know

The Psychology Behind Customer Loyalty: What Brands Need to Know

Amrith G.

SVP, Marketing & Customer Analytics | Jun 26, 2024


The New Landscape of Customer Loyalty

In today’s digital age, understanding the psychological triggers that drive customer loyalty is more crucial than ever. Recent research emphasizes the impact of psychological factors and tailored experiences in fostering customer loyalty. Understanding these elements can significantly enhance the effectiveness of loyalty programs.

Emotional Connections: The Core of Customer Loyalty

Emotional connections are vital in transforming casual customers into loyal ones. Research suggests that loyalty is not just about repeated transactions but involves creating emotional bonds. These connections can stem from personalization, consistent positive experiences, and values alignment, all of which contribute to what is termed as “true loyalty”.

Technological Influence on Loyalty Programs

The integration of technology in loyalty programs offers a new dimension to understanding and influencing consumer behavior. Advanced data analytics, machine learning, and AI are pivotal in crafting personalized experiences that resonate with consumers on an individual level. These technologies enable brands to micro-target and cater to the unique preferences and behaviors of their customers, thereby enhancing customer retention and satisfaction. For instance, Conversational Analytics within the Perx eMind™ suite uses AI to fetch and visualize data, allowing brands to gain deeper insights into customer interactions and preferences.

Challenges in Loyalty Program Implementation

Despite the advantages, several challenges persist in deploying effective loyalty programs. These include integrating complex technologies within existing systems and aligning them with business objectives. However, the use of innovative solutions like machine learning and sophisticated data analytics tools are proving effective in overcoming these hurdles, providing businesses with deeper insights into customer behavior and program effectiveness. Perx eMind’s Impact Dashboard provides real-time performance analytics, helping brands track and optimize their campaigns effectively.

Future Directions: Ethical and Sustainable Loyalty Practices

Looking forward, the focus is shifting towards more ethical and sustainable practices in loyalty programs. There’s a growing emphasis on moral considerations and the environmental impacts of business practices. Brands are increasingly being expected to not only foster loyalty through economic incentives but also through responsible and value-driven actions.

A New Era of Customer Loyalty

As we move forward, the landscape of customer loyalty is increasingly being shaped by a blend of psychological insight, technological advancement, and ethical considerations. Brands that successfully integrate these elements into their loyalty strategies are likely to see enhanced customer retention and a stronger, more positive brand reputation. Perx Loyalty Engagement Platform, with its advanced AI capabilities like those found in Connect+ Expert and Spark Ideas, enables brands to effectively navigate this new era by providing personalized, ethical, and impactful customer engagement solutions.

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Procurement – Why Beat a Dead Horse – A radical overhaul is needed, or risk being swept away.

Procurement – Why Beat a Dead Horse? – A radical overhaul is needed, or risk being swept away.

Procurement – Why Beat a Dead Horse – A radical overhaul is needed, or risk being swept away.

Procurement – Why Beat a Dead Horse?
A radical overhaul is needed, or risk being swept away

Georg Christopher Schweiger

CFO | Jun 22, 2024


In tougher economic climates and with rising pressure on cost savings, the corporate bargaining power has shifted once again back to procurement departments. Please do not get me wrong; the procurement function has historically created value for various reasons and even rebranded itself as “value engineering” to obtain its own standing. However, this justification has been short-lived. Efforts to streamline and automate corporate buying have created yet another organizational silo. This new silo now encompasses many functions from within the murky world of matrix organization, including purchasing, warehousing and logistics, quality control, information technology, risk management, legal, and compliance, each adding their own wish list to an increasingly toxic process. Even worse, this unholy alliance has developed into a corporate serpent which kills any transformation efforts from the outset.

We are now left with a business function so bogged down with bureaucracy and inefficiencies that it hardly serves any purpose. Lack of expertise, capabilities, and empowerment exacerbate the plight of this function. It unleashes complex, multi-headed requests for information (RFI) and requests for proposals (RFPs) on unsuspecting suppliers, potentially undermining well intended sustainability efforts with a single blow.

With corporate governance here to stay, particularly for large and listed companies, the question arises: “What efforts can be introduced to bring procurement back to its value-adding roots?

1. Leverage Technology

This is almost a no-brainer. The rapid advancement of technology and the availability of data, analytics, and insights can help set up, launch, and monitor procurement efforts with ease. Technology can also assist in realigning the entire process to focus more on identifying potential risks and suggesting related mitigation efforts. As highlighted by The Hackett Group (Source: The Hackett Group 2024 Procurement Agenda and Key Issues Study) digital transformation and modernization are among the top priorities for procurement in 2024, which can significantly enhance efficiency and effectiveness within a short period of time.

2. Business-Driven Process

Ownership of procurement efforts should start and end with business departments that carry key performance indicators, ideally profit and loss account responsibility. Revenue generation is the final step of any value generation process, making every other organizational unit, including senior management, subservient to this effort. Only with expertise from key product/ service operations can a procurement effort truly fulfill business needs.

Business-Driven Process

Addressing these needs and solving precise problems will almost automatically shift procurement assessment away from focusing solely on the lowest price. Exceptions, such as commodity products, confirming the rule.

3. Return on Procurement

The typical cost of a procurement effort can vary considerably between organizations. Whilst precise numbers are difficult to obtain and compare, it can be safely assumed that the cost for preparing a complex RFP can easily reach $25,000, and by the time the procurement is completed, the entire RFP costs will have easily doubled or even tripled.

This means that with a price span of, say 10%, the procurement volume must amount to at least $0.5M before the effort can generate any Return on Procurement, i.e., achieving a cost saving higher than $50,000 in total RFP efforts. Therefore, why not limit RFP/ tender efforts to purchases exceeding $250,000? For a lower band down to $50,000, you may create a highly simplified format, granting empowerment for low volume efforts to one or two senior executives.

4. Corporate Culture

Improvement efforts start with senior management. Clear roles and responsibilities, coupled with transparency and accountability, are the hallmarks of good governance, decision-making, overcoming resistance to change, and driving innovation. Operating in a highly regulated environment cannot serve as an excuse; it just raises the bar for knowledge and expertise, as the same competitive forces are at play. Procurement, again, can be no exception.

Corporate Culture

5. The Hackett Group’s 2024 Procurement Priorities

The Hackett Group has identified several key priorities for procurement in 2024, emphasizing the need to improve spend cost reduction, ensure supply continuity, and combat inflationary price increases. Acting as a strategic business advisor and transforming the operating model are also critical. Additionally, there is a focus on digital transformation and modernization, strengthening third-party risk management, improving analytics and insights, embedding sustainability, and enhancing procurement agility.

Procurement’s workload is predicted to increase by 8% in 2024, with only modest increases in headcount and operating budget. Vast productivity and efficiency gaps highlight the need for significant improvements across the entire organization. The time for radical change has come and with procurement sweeping in front of their own door first.

6. Generative AI in Procurement

Generative AI is still in the exploratory stage for many organizations but with related funding expected to increase throughout 2024. Procurement teams should continue to assess and invest in early AI stages of development to realize true and lasting improvements.

The time has come to replace outdated buying processes with smart decision-making and to work with handpicked vendors chosen on merit rather than size or price. Stop wasting time on a toxic and convoluted modi operandi with highly questionable added value. Last but not least, what is the point of choosing the cheapest vendor when the execution of the project ultimately fails and blame starts to fly?

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Liquid Lessons: Transforming Commodities into Unicorns

Liquid Lessons: Transforming Commodities into Unicorns

Anna Gong

CEO & Founder | June 22, 2024


In a world saturated with AI (hype) and water alike, monetizing ubiquity becomes an art form. For the last few years with Perx Technologies, I’ve championed that In the Creator Economy, Customer Experience is the New Product. Liquid Death‘s ascent epitomizes this, surpassing unicorn territory with a valuation of $1.4 billion by selling canned water in a market thirsty for distinction. It’s not just water—it’s a rebellion against the mundane, blending humor, entertainment, irreverence and a mission for change into every sip.

This phenomenon echoes the recent insights of NFX General Partner Morgan Beller in ‘AI is Like Water,’ where the commoditization of products, be they as mundane as water or as cutting-edge as AI, demands a unique approach to differentiation. Just as AI has become an essential, ubiquitous part of product development, so has water in our daily lives. Yet, Liquid Death has shattered expectations by transforming a commodity into a coveted brand, emphasizing that what truly differentiates a product is not its functional attributes but the emotional connection it fosters with its audience.

What gripped me wasn’t just their market disruption but their origin story and ethos. Their roots trace back to rock bands and musicians disdain for mainstream energy drinks, sowing the seeds for a healthier, more authentic alternative. Their execution? A blend of environmental advocacy “Death to Plastic”, with a punk rock flair, humor that mirrors Saturday Night Live or SNL, and a recognition that emotions dictate our choices, not logic.

Liquid Death has not only quenched thirst but has also served as a conduit for healthier lifestyle choices across demographics, turning kids into water advocates and leaving moms relieved and amused. At its core, Liquid Death positions itself as an entertainment powerhouse, rewriting the playbook on consumer engagement through creativity and authentic connection.

Mike Cessario‘s vision of Liquid Death as an entertainment company first highlights a seismic shift in how brands can engage with their audience, using creativity and entertainment to create viral word-of-mouth momentum.

This narrative draws a parallel to the eventual AI ubiquity, where differentiation hinges not on the sophistication of technology but on the business model and experiences crafted around it. The formula that Morgan Keller at NFX shared is true to the recipe for differentiation and scale.

(Data + Model) x UX x (Distribution + Perceived Value to Customers) = AI MVP

Whether it’s AI or water, the formula for standing out remains the same: blend your content or technology with unparalleled user experience and emotional engagement to captivate your audience.

For traditional brands, the equivalent formula could be:

(Content/Entertainment) x Packaging x (Distribution + Perceived Value to Customers) = Your “Liquid Death Water” MVP success.

So, in a sea of sameness, let Liquid Death’s journey inspire you. While we are all in our AI bubble and figuring out AI, it’s inevitable that we will all adopt or create AI solutions. It’s not about the functional product you sell, but the stories you tell and the connections you forge. Dare to be different, entertain, and most importantly, engage and reimagine your business models.

Just be warned, like the ubiquities (AI or water) we’ve grown to rely on, Liquid Death’s allure is equally captivating. This one got me good.

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Unveiling the Future of Loyalty Engagement with Perx Orion™

Unveiling the Future of Loyalty Engagement with Perx Orion™

Unveiling the Future of Loyalty Engagement with Perx Orion™

Amrith G.

SVP, Marketing & Customer Analytics | May 31, 2024


Webinar Recap: Unveiling Perx Orion™

On May 30th, Perx unveiled the much-anticipated Perx Orion™, an autonomous loyalty framework designed to revolutionize customer engagement. This webinar provided an in-depth introduction to Perx Orion™ and its groundbreaking features, offering attendees a glimpse into the future of loyalty engagement powered by AI and advanced analytics.

Introduction to Perx Orion™

The webinar kicked-off with a comprehensive introduction to Perx Orion™, highlighting its unique approach to transforming traditional loyalty frameworks. The platform integrates AI, data-driven insights, and creative strategies to deliver personalized and impactful customer experiences. This new framework aims to address the challenges brands face in engaging customers and driving loyalty in today’s fast-paced digital landscape.


Perx eMind™ at a Glance

The session delved into the six core features of Perx eMind™, each designed to enhance different aspects of customer engagement and loyalty management:

  1. Impact Dashboard: This feature offers real-time analytics and insights, enabling brands to maximize campaign success, track ROI, and benchmark performance. The dashboard provides a comprehensive view of customer engagement and loyalty, helping brands make data-driven decisions to improve their strategies.
  2. Conversational Insights: Leveraging natural language processing (NLP), this tool allows users to interact with their data using plain language, simplifying data analysis and enhancing decision-making capabilities. This feature makes it easy for users to fetch insights and analytics without needing technical expertise.
  3. Connect+ Expert: Designed as a comprehensive knowledge resource, Connect+ Expert assists users with product questions, feature explanations, and idea generation. It empowers users to achieve product mastery and better adoption through continuous learning and minimal support intervention.
  4. Spark Ideas: This AI-powered tool automates the generation of campaign concepts and contextual details, significantly reducing the time and effort required for campaign planning and execution. Spark Ideas helps brands streamline their campaign creation process and boost operational efficiency
  5. No-Code CX Builder: An interactive tool within the Connect+ platform, the No-Code CX Builder enables users to create customizable in-app experiences and launch microsites with full Perx loyalty engagement functionalities, all without writing a single line of code. This feature empowers users to design and deploy solutions quickly and efficiently.

Data Security and Privacy

The webinar also addressed concerns about data security and privacy. Perx Technologies assured attendees that the AI-driven insights and recommendations are generated using collective performance data, not personally identifiable information (PII). This approach ensures that customer data remains secure while providing valuable insights to improve engagement and loyalty.

Call to Action

Attendees were encouraged to sign up for the Early Adopters Program, offering 30 days of access to the new features showcased during the webinar. This program allows participants to experience the benefits of Perx Orion™ firsthand and provide feedback to help prioritize future feature launches.

In conclusion, the webinar successfully highlighted the innovative features and benefits of Perx Orion™, demonstrating how it can transform customer loyalty and engagement strategies. The integration of AI, data analytics, and creative solutions positions Perx Orion™ as a game-changer in the loyalty engagement landscape.

Sign me up

for eMind™ Early Adopters Program

Live Webinar Interactions 

Can the Impact Dashboard be customized based on our individual requirements?

Yes, it can. As a super user, you can slice and dice your data by date, time, and other parameters to suit your needs

Yes, you can set custom date ranges for your reports.

Our benchmarks cover all industries relevant to Perx, including large B2C enterprises such as banking, telecom, large retail, FMCG, insurance, fintechs, and B2C apps. If your industry falls outside these categories, we can source specific benchmarks for you.

Yes, you can break down reports by merchants, audience segments, or even white label Perx to give merchants access to their own performance metrics through their login.

Conversational insights are based on your performance data, presented in an easily understood and visually appealing manner. For predictive insights, accuracy improves with more engagement campaigns. Currently, we observe about 90% accuracy.

ROI and Gross Profits are calculated by assigning a dollar value to customer actions driven by engagements and attributing costs to rewards. This allows you to view real-time revenue, costs, and ROI at the campaign level. You can define your own KPIs.

Yes, you can have ongoing conversations, similar to a threaded discussion, for idea generation or strategy brainstorming, much like interacting with a GPT model but tailored to the loyalty engagement ecosystem.

Absolutely. The model is continuously learning and evolving. The range of conversations and preloaded question suggestions will expand over time.

We do not hold any personally identifiable information (PII). No other customer has access to your data. Each customer operates in their own tenancy. Benchmarks are generated by aggregating anonymized performance data across industries.

We support all languages that OpenAI supports.

Yes, you can save and use your own templates.

Absolutely. You can import your brand elements, color themes, design elements, and pre-build custom templates for future use.

You would need to recreate the site in our builder because it needs to use our widgets, particularly for dynamically loaded data.

We provide pre-created templates for your use, but you can also start with a blank canvas and build from scratch.

Yes, prompts entered by one user can be shared and saved within the organization, creating a repository for future use.

Please contact your sales representative to discuss your requirements.

Yes, you can replace the template with your custom-built app, provided it integrates with our system and uses the required widgets.

No, each answer is unique and customized, similar to ChatGPT prompts, ensuring personalized responses.

Yes, the data on the Impact Dashboard is updated in real-time, ensuring you have the most current insights and metrics.

Yes, our templates can be adapted for mobile app use, allowing you to offer a seamless experience without the need for a custom-built native app.


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ISO 27018:2019 certified cloud solution
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(65) 6631 8533

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