Leveraging New Technologies to Drive Customer Engagement and Loyalty 

Produced by Visa

Marina Chernyak

Jeff Lambert

Scott M. Lawrence

Tyler Moebius

Marina Chernyak, VP, US Retail at Visa steered the panel discussion that focused on the concept of Web3 and how it has become a reference to emerging technologies like crypto, virtual reality, and the Metaverse. The discussion also touched upon how customer engagement and loyalty have evolved in the digital era, and how Web 3.0 technologies can be leveraged to target new demographics and drive customer engagement and loyalty. The panelists discussed various examples of Web3 technologies and the challenges and implementation strategies associated with them. The final topic of discussion was about advice for retailers who are looking to pilot a Web3initiative.


Jeff Lambert, the Head of Merchant Loyalty in North America for Visa, explains that Visa's core crypto strategy is to be the bridge between crypto and block chain, and its 80 million merchants and 15,000 financial institutions issuing Visa cards. Jeff adds that Web3 can be the rails to enable loyalty conversion from customers to members, and Web3 can also enable the collaboration between brands to provide customers with new benefits. On the topic of data, Jeff observes that the shift over the past decade has been towards retailers using data internally and targeting their loyalty members, and retailers are pulling in data from various disparate sources (such as spend data from Visa) to enrich their own datasets, enabling personalization. Personalization and understanding the drivers of consumer behavior are the undercurrents for this trend. Jeff suggested that brands should embrace the concept of a digital community to identify and engage with their audience by finding a community that resonates with their brand. On the other hand, brands must also explore how they can leverage NFTs, particularly smart contracts, to create unique benefits and experiences that can help to develop and maintain customer loyalty. The loyalty tier concept, as we know it, is likely to become transferable and may be owned by customers. However, for a loyalty program to work across different platforms, NFTs may be an open source solution that can be validated and used across multiple databases.


Tyler Moebius, CEO of Smart Media Technologies, discussed the company's enterprise Web3 platform that focuses on the utility of Web3.0, specifically tokens, Web3 wallets, and spatial web experiences. Moebius said that Web3 is really about the democratization of data and ownership. Web3 can give ownership of data and monetization of content to the creator economy and the end-users. Tyler explained that Web3 can help brands and enterprises in evolving their CRM and moving towards the engagement of users with the brand. By using Web3 wallets, brands can reward users for engagement and create interoperability between loyalty programs. Tyler emphasized that Web3wallets will be the killer app of the future as it can authenticate users across websites and make Web3.0 easy for enterprise and users. Moebius also talked about how his company is providing a custodial Web3 wallet that can be owned by anyone with a smartphone with two taps.


Scott Lawrence, Senior Vice President for Verizon Business Group, discussed the role of Verizon in Web 3.0 and how the company is leveraging its technology to unlock new use cases for clients. With distributed applications being a key component of Web 3.0, Scott highlights that Verizon's 5G service and mobile edge computing capabilities are essential to enabling the use of Web 3.0 capabilities. Scott pointed out that the high level of digital interaction due to COVID has changed consumer expectations and has accelerated the digital transformation of enterprise customers globally. To illustrate how Web3.0 can drive customer engagement and brand loyalty, Scott cited an innovation showcase with Burberry at their London headquarters where they created a gamified experience for customers to interact and merge physical and digital worlds in the flagship store. Scott also talked about how high-end luxury providers are using digital twin technology to increase customer engagement and brand loyalty while also benefiting on the operation side.

FEB 2023

Go to article: NRF 2023Go to article: EditorialGo to article: Mercatus AdGo to article: Walmart U.SGo to article: TrigoGo to article: AnaplanGo to article: AWS-1Go to article: SwiftlyGo to article: Target Go to article: MicrosoftGo to article: ManhattanGo to article: AWS-2Go to article: KyndrylGo to article: OnQGo to article: The HuddleGo to article: ACI WorldwideGo to article: fabricGo to article: parcelLabGo to article: AWS-3Go to article: The Nordy PodGo to article: DellGo to article: ZebraGo to article: KoerberGo to article: AxsiumGo to article: Whole Foods Market Go to article: AWS-4Go to article: BigCommerceGo to article: McFadyen DigitalGo to article: SyndigoGo to article: HumanCentricGo to article: FSTGo to article: ArubaGo to article: Store ExperienceGo to article: AkeneoGo to article: CDWGo to article: AptosGo to article: Microsoft 2Go to article: Holiday ShoppingGo to article: Impact AnalyticsGo to article: ZebraGo to article: BringgGo to article: CI&TGo to article: Customer ExperienceGo to article: WorkdayGo to article: Antuit.aiGo to article: Blue YonderGo to article: Kyndryl 2Go to article: BoardGo to article: From Restaurants to RetailGo to article: AxonifyGo to article: MarketplacerGo to article: PlanalyticsGo to article: Appriss RetailGo to article: SOTIGo to article: NvidiaGo to article: AT&TGo to article: Connected CommerceGo to article: Dell 2Go to article: Relex SolutionsGo to article: Grocery ConsumerGo to article: SofteonGo to article: GoogleGo to article: LVMHGo to article: VisaGo to article: YoobicGo to article: HarrodsGo to article: MastercardGo to article: Beyond BricksGo to article: LegionGo to article: Building the Adaptive CategoryGo to article: OSF DigitalGo to article: Publicis SapientGo to article: MattelGo to article: SASGo to article: Aptos CompanyGo to article: Google 2Go to article: SustainabilityGo to article: ComcastGo to article: NielsenIQGo to article: Placing SustainabilityGo to article: VestcomGo to article: Restaurant BrandsGo to article: SprykerGo to article: Talent MattersGo to article: Revolutionizing Luxury ExperiencesGo to article: Mercatus