After a whirlwind few days at CRMC, I’m walking away with more than just notes from keynote speakers and photos of packed ballrooms—I’m leaving recharged, inspired, and reminded of why this event remains one of the most valuable in our industry. Given that Bond is a company that prides itself in being an intelligence-driven organization with our frameworks, data, and studies—such as the recently released Bond Loyalty Report—, this is another data point to consider as we all evolve in our industry.

Yes, the content was strong. Yes, the speakers delivered. But the real magic of CRMC is what happens in-between: the hallway chats, the off-the-record brainstorms, the impromptu couch huddles where ideas are challenged, refined, and sometimes flipped on their heads. While Bond is often at the forefront of a lot of these discussions and changes in the industry, it’s always great to connect with clients and peers to discuss in more detail.

Theme #1: Loyalty is Being Redefined—Again (and That’s a Good Thing)

Across almost every session, it was clear: loyalty is evolving beyond the traditional earn-and-burn. Brands are pushing toward experiences that are more connected, emotionally resonant, and data-informed. Whether it was retailers discussing journey orchestration or DTC brands diving into identity and value exchange, the through line was clear: loyalty is no longer a department. It’s becoming the connective tissue of the customer experience.

Theme #2: Tech is Only as Good as the Team Behind It

As someone who spends a lot of time helping brands navigate the loyalty technology landscape, I was encouraged to see more honest conversations around implementation complexity, data readiness, and what it really takes to make technology sing. The consensus? It’s not about the platform demo—it’s about the partner who can roll up their sleeves and solve problems when things inevitably get messy.

Theme #3: The Power of Learning With, Not Just From

One of the things I appreciate most about CRMC is the intimacy—the openness to connect and strike up conversations. Though a massive venue, this isn’t a giant trade show floor where business cards are being handed out left and right. It’s a space where you can actually connect. It’s the kind of environment where a 15-minute coffee chat can be more valuable than a 45-minute panel. I had some of the most thoughtful discussions, not in the session rooms, but tucked away in lounge corners or walking to dinner—the in-between moments that prove to be most human.

It’s those human-to-human, brand-to-brand, operator-to-operator moments that make CRMC stand out. In a world where we’re all chasing personalization at scale, this event reminds us that real progress starts with personalized connection in sometimes the smallest of groups.

Looking Ahead

As we head back to our teams and begin applying what we’ve learned, I’m leaving CRMC with this reminder: great loyalty isn’t built in isolation. It’s built in community—with partners, with peers, and with a shared willingness to keep pushing for better.

Until next year, thank you to everyone who made the conversations meaningful.

Whether you're evaluating your existing loyalty program, launching a new one, or anything in-between, our loyalty and experience experts are ready to help provide new ways for you to build sustainable growth and build stronger bonds with your customers. 

We would love to help—email us at info@bondbl.com, and our team of experts will follow up.

Our edition of The 2025 Bond Loyalty Report is now out! To download the free Executive Summary, click here.