Customer Experience: CRM and AI for real-time personalization

As you can see, investing in customer experience design is an absolute must in today’s market. Particularly when examining its impact on loyalty programs. In 2024, 80% of marketers and loyalty professionals worldwide reported positive ROI from their loyalty initiatives, with nearly 35% stating their programs generate 5-7 times more revenue than they cost.

Well-executed loyalty programs typically achieve ROI between 200% and 400%. This aligns with the well-established finding that increasing customer retention by just 5% can boost profits by 25% to 95%. The connection between CX and loyalty is direct and measurable. Customer experience accounts for more than two-thirds of the factors influencing loyalty—exceeding the combined impact of price and brand. 

After positive experiences, customer spending increases by over 100%. The conclusions are simple: organizations focused on CX can almost double revenues! Exceptional experiences drive not just satisfaction but tangible business outcomes.

This is a clear indication for companies seeking to maximize their loyalty program investments: focus on designing experiences that create genuine value for customers.

But here, from the perspective of many organizations, a problem emerges. How to deliver these personalized experiences at scale? Increasingly, the correct answer is the strategic integration of CRM systems and artificial intelligence. Because simply using CRM software is already obvious. According to various data, it’s used by even 90%+ of small, medium, and large companies.

After all, this type of software was created with managing customer relationships in mind. It’s time to make proper use of it, and without the support of AI, it’s difficult to think about development. Platform producers know this too. According to 4CRMS, in 2025, more than 70% of CRM systems should incorporate AI capabilities. 

This fundamentally changes the way you can think about shaping user experiences. But don’t stop there. If you care about truly revolutionary solutions and building really strong relationships with your audience, you must opt for the most comprehensive systems and personalized tools that will allow you to achieve exactly what you need. 

Instead of confining yourself to the frameworks provided by commonly available platforms, choose the right technology partner who will enable the implementation of ANY loyalty program at ANY scale.

Here’s a fact: today, there’s no talk of far-reaching personalization of experiences and loyalty programs without AI. Well-chosen technologies analyze customer behaviors to identify patterns enabling smarter, more targeted reward recommendations, transforming static loyalty systems into dynamic, personalized experiences. Such possibilities are provided by the integration of IoT with CRM systems. It is projected to increase by 60% by 2025, allowing you to leverage real-time data for even more responsive customer interactions.

And best of all: you can analyze all this in real-time. To measure the ROI of AI personalization, you can track stats including customer lifetime value (CLV), conversion rates, retention rates, customer satisfaction scores (CSAT), issue resolution times, and Net Promoter Scores (NPS). These indicators provide a comprehensive view of how effectively CRM strategy and AI-driven personalization are enhancing customer experiences and business outcomes. You have 100% verified knowledge all the time: something that until recently could only be dreamed of.

Read also: Why are loyalty programs not working? The real reasons behind customer churn

You might ask, what is the ultimate goal of investments in customer experience? The main objective is to increase brand loyalty, which directly translates to business results. And the correlation between improving CX and user behaviors is perfectly visible. According to G2, 86% of customers are willing to pay more for better experiences, while 91% say they’re more likely to make repeat purchases after excellent customer service experiences.

These positive interactions create a loyalty feedback loop. After good customer service experiences, your customers are more inclined to buy something else from the brand, and of course, they feel greater loyalty to the brand that addresses their pain points and cares about responding to their specific, individual needs in the best possible way. 

Once established, this loyalty translates directly to revenue—loyal customers spend approximately 67% more on products and services than new customers. That’s an unimaginably large gain. And the alternative? Losing a customer, and thus also losing all lifetime profits. And the necessity to allocate an enormous budget to acquire new leads.

CXIndex indicates that organizations focused on experiences report nearly double the year-over-year growth in customer retention, repeat purchase rates, and customer lifetime value compared to competitors. Conclusions? 

There is no exaggeration in the title of this article. Customer experience has become the new currency of loyalty. Companies that strategically leverage CRM and AI to deliver real-time personalization create meaningful connections that translate directly into superior financial performance. And most importantly: you can implement these solutions in your company as well. 

Regardless of industry and scale of operation. All you need to do is connect with the right technology partner who has not only knowledge in the IT area but also experience in building valuable experiences.