The Future of Loyalty in an AI-Driven World

Loyalty is changing.

In an AI-driven world, intelligent agents will decide on behalf of customers: which hotel to book, which shop to order from, which brand to recommend.

If AI optimises only for cheap and fast, loyalty disappears. Every relationship risks becoming transactional, wiping away years of trust.

The challenge for leaders: safeguard customer relationships by designing AI-to-AI Engagement Protocols, rules that ensure automated decisions also respect loyalty, trust, and long-term brand equity.

This workshop brings together experts in law, strategy, and IT to help you prepare for this new reality.

Your Speakers & Partners

Rödl & Partner
Nora Haapala – Specialist in IP, contract law, and business negotiation. Nora helps companies manage AI, SaaS, and licensing agreements to protect their business interests and preserve customer trust in a fast-changing digital landscape.

Aftersales Marketing
Vladislav Dobrokhotov – Leading voice in retention strategy and customer advocacy. Vlad focuses on the critical moments after the sale, blending behavioural insight and emotional storytelling to turn satisfied clients into loyal brand advocates.

Routa Digital
Jitendra Jaiswal – Brings the perspective of an IT transformation partner, showing how technology and data infrastructure can safeguard loyalty in an AI-driven world.

Strategic Value

• Protect brand equity – Build loyalty and trust into every automated decision.
• Ensure compliance & governance – Set clear AI, data, and partnership rules to protect your customers.
• Future-proof relationships – Make loyalty measurable, enforceable, and resilient in an AI-driven economy.

Audience

• Senior executives across Retail, Banking, Hospitality, and Services
• Marketing, Digital Transformation, and Strategy leaders
• Legal and Compliance teams

Key Takeaways

• Recognise the risks and opportunities of AI-driven decision-making.
• Identify which elements of loyalty (data, service, brand trust) can be protected and enforced.
• Understand the legal essentials of AI-driven customer engagement (ownership, contracts, regulation).
• Identify next steps for your own organization, with the option to continue in a tailored, one-company deep-dive workshop.

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