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Loyalty360 Loyalty Live Interview: Tom Madden, senior partner for ICF Next, and Loyalty360's Mark Johnson discuss customer loyalty/CX trends and the changing industry landscape.

A few topics that were covered include:

• What is the biggest challenge or opportunity you see in customer loyalty today?
• What is one brand (or a few) that you think do an exceptional job of creating customer loyalty and why?
• What is a brand (or a few) you are most loyal to and why?
• How have you seen COVID impact your clients and how have you helped them through transitions, pivots, etc.?
• Is there a brand (or a few brands) that you think have been able to successfully re-invent or re-position themselves – and what have they done well – due to COVID?
• What is one piece of advice you would share with brands looking to improve their customer loyalty or experience strategies?
• If you could ask one question of a competitor, client, or brand about customer loyalty, what would that be?
• What’s next for customer loyalty?


ICF is a global consulting and services provider, and ICF Next is its integrated marketing, communications and associated technology business. The agency's clients include Amtrak, the European Commission and the U.S. Centers for Disease Control and Prevention, among many others. Most recently, ICF Next was named the public relations agency of record for Hotels.com.

Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Visit http://www.loyalty360.org

For those interested in watching the recording of this Loyalty Live live stream, you can find the full video on our Loyalty360 YouTube channel.