Customer loyalty

53% of UK businesses say poor customer experience has already cost them millions.
62% believe siloed data is still the number 1 barrier to better loyalty.

In a time of rising costs, cautious consumers, and tighter margins, delivering seamless, real-time, personalised experiences isn’t a nice-to-have, it’s a commercial necessity.

Despite major investments in tech, data, and AI, many organisations are still struggling to connect the dots.
That’s why we spoke to over 250 UK leaders to uncover what’s really holding businesses back, and what it takes to close the CX gap for good.

Know Me or Lose Me

The rise of the intelligent customer

71% of business leaders say data is now the single biggest factor in delivering good customer experience. Yet 52% describe their customer data as “chaos,” and 60% admit they still lack a unified view of their customer.

To explore the impact of these challenges and the role AI and data can play in improving customer relationships, AND Digital commissioned independent research with 250 senior business leaders, to better understand how organisations are responding to rising customer expectations, increasing pressure on loyalty, and the growing demands of the intelligent customer.

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Report highlights

This report is packed with industry insights, real-world data, and practical takeaways. Know me or lose me includes expert opinions on the challenges, opportunities, and urgent actions businesses need to take now to improve their customer experience.

Poor CX is hitting the bottom line 67% say they’ll lose customers in the next year without major CX improvements.
Businesses without the right tech stack 62% agree they risk losing customers.
Data chaos is widespread 52% describe their customer data strategy as “chaos” and 60% lack a unified customer view.
Traditional loyalty is breaking down 64% believe traditional loyalty programmes will be made obsolete by AI.
Mid-market brands are falling behind 63% say AI-driven loyalty gives enterprise brands an unfair advantage.