The world of shopping is changing fast and loyalty programs are right at the center of it. In this episode, I share expert insights from Stephanie Meltzer-Paul, a veteran loyalty expert and the brains behind the So Many Points newsletter, and dive into how artificial intelligence is reshaping the way brands connect with customers.

I also explore how loyalty programs are evolving from simple point systems into personalized, data-driven experiences, how AI-powered recommendations change the customer journey, what role data privacy plays in consumer trust, and what businesses should focus on if they want to create loyalty programs that actually work in today’s AI-driven marketplace. Whether you’re a retail marketer, or simply curious about the future of shopping, this episode will give you fresh insights into what’s next.

This episode is sponsored by Connected Commerce at Acosta Group

Timeline

[0:00] I open with the stat that the average U.S. consumer belongs to 17 loyalty programs and posit that AI agents could finally make them a real moat for retailers. 

[1:00] I share insights from Stephanie Meltzer-Paul, the brains behind the So Many Points newsletter. 

[1:40] How AI could turn program overload into an advantage, helping consumers maximize value and pushing retailers to design agent-friendly programs. 

[3:03] Today’s search results show price only (no points, tiers, or shipping thresholds) which is a big opportunity for loyalty-aware agents

[4:15] The earn vs. burn distinction: agents can optimize earning, but redemption is complex, keeping retailers’ direct relationship valuable

[7:02] Loyalty isn’t just points: experiential perks (access, lounges, returns, samples) create durable preference even when agents optimize purely for price. 

[8:08] The risk of “disloyalty benefits” and how agents might game win-backs

Links & Resources

• Subscribe to Stephanie Meltzer-Paul's So Many Points, a newsletter for loyalty and CRM marketers that cuts through industry nonsense with insider takes and pointed opinions
• Follow Stephanie Meltzer-Paul on LinkedIn
• New research from Yale & Columbia, What Happens When AI Does Your Shopping?
• Retail Media Breakfast Club article, What Is Your AI Agent Buying? [New Research]
• Retail Media Breakfast Club article, Why Agentic Shopping Poses an Existential Threat to Retail Media (Part 2)
• Subscribe to Retail Media Breakfast Club's daily newsletter
• Follow Kiri on LinkedIn