In this episode of Total Retail Tech Insights, Editor-in-Chief Joe Keenan interviews Mike Hughes, CEO of Exchange Solutions, a personalized loyalty solutions provider for retailers. Hughes discusses the business' omnichannel loyalty offerings, how Exchange Solutions' clients' loyalty programs shifted to account for changing consumer behavior during the COVID-19 pandemic, and how personalization impacts customer experience and loyalty. He shares how trust factors into consumers' decision to share personal data with a retailer, why the collection of first-party data will be essential for brands going forward, and why consumers' increased awareness of data privacy is a positive change for loyalty providers.
Furthermore, Hughes discusses how loyalty providers such as Exchange Solutions can help retailers take advantage of opportunities to build long-term customer relationships. Lastly, he shares why omnichannel data collection and integration is critical, and how Exchange Solutions is utilizing that data to create a holistic view of the customer and deliver personalization for retailers.
This episode was recorded at CRMC 2021 in Chicago.