The Australian Loyalty Association (ALA) has announced that the future of retail AI, personalisation and customer loyalty will be the major topics of industry discussion and debate at the upcoming 2025 Asia Pacific Loyalty Conference.
Recent ALA research highlights the growing tension between personalisation expectations and customer comfort with data use:
- 46% of members expect brands to know their preferences—suggesting a gap between expectation and delivery.
- 58% are happy to share their data in exchange for more relevant offers.
- 53% remain concerned about the volume of data loyalty programs hold on them.
- 75% prefer communication via email, with only 35% open to texts—and just 68% wanting SMS used for urgent updates only.
