This multibillion-dollar international company works across retail, hospitality, media, and entertainment. Their well-known loyalty program had millions of members…but no AI functionality.

They asked Plan A Technologies to figure out how to introduce AI into their loyalty efforts.

We reviewed their loyalty program over two months through interviews with employees and guests. We explored how AI could personalize member experiences, increase engagement, send more targeted marketing offers, and streamline reward redemptions.

Over the next year, we created member tools like a VIP chatbot and an AI concierge that recommended fun activities and content. For staff, we created tools like an AI coach to help solve customer issues or show relevant details about members at check-in and when calls came into the call center.  We also added algorithms to the loyalty program to analyze member behavior, preferences and transaction history to allow the program to adapt and respond more dynamically.

The company saw improvements across the board. Member engagement went up. Average spend per member per year rose. Time to resolve issues fell by more than 50%.

By adding AI capabilities to key elements of the loyalty program, we were able to genuinely improve both the customer experience and overall revenues.