Customer loyalty in 2025 is not what it used to be. According to a joint research report by Bloomreach and EMARKETER, loyalty today is rooted in emotional connection, trust, and personalized experiences—not price cuts or point-based rewards. The report surveyed over 150 global marketers to better understand the evolving strategies shaping retention in today’s competitive digital economy.

Trends Shaping Customer Loyalty Today

1. Emotional Bonds Drive Loyalty

• Loyalty stems from emotional resonance, not just incentives.

• Amanda Cole, CMO of Bloomreach, emphasizes the power of personalized experiences and post-purchase engagement in creating brand advocates.

• Brands must shift from simply "having loyalty programs" to building loyal communities.

2. Relationships Go Beyond the Sale

• 32% of marketers say accessible customer support is vital for retention.

• 22% value free delivery as a major loyalty factor.

• Post-sale services are now crucial parts of the customer experience journey.

3. Trust is a Non-Negotiable

• 88% say lack of trust is a dealbreaker for consumers.

• Trust is built by:

  • Transparent communication

  • Secure and respectful data usage

  • Engaging customers on preferred and relevant platforms

4. Economic Conditions Influence Brand Switching

• 68.8% of marketers observe increased loyalty when consumers are economically stable.

• 49% note consumers switch to lower-cost brands when under financial pressure.

• The solution? Demonstrating real value and relevance, not just competitive pricing.

5. Personalization is the Loyalty Engine

• 75.3% of marketers rely on personalized marketing to retain customers.

• Tactics include:

  • Personalized product recommendations

  • Targeted email campaigns

  • Dynamic website content

• The more relevant the experience, the deeper the connection.

Loyalty isn’t bought—it’s built. As Bloomreach’s report shows, today’s customers demand brands that "get them" on an emotional level. With personalization, trust, and post-sale engagement, marketers can move beyond outdated loyalty strategies and instead create lasting brand relationships that evolve with their customers.

Brands that invest in emotional intelligence today are set to lead tomorrow.

Conviva, the real-time performance analytics leader, has been recognized with the 2025 Google Cloud Business Applications Partner of the Year Award for the Media & Entertainment category. The award spotlights Conviva’s innovation and measurable impact across the Google Cloud ecosystem, empowering digital-first businesses and streaming platforms to deliver seamless, high-performance customer experiences that drive engagement, subscriptions, and revenue.

“Conviva has created outsized value for customers through the delivery of innovative solutions,” said Kevin Ichhpurani, President, Global Partner Ecosystem, Google Cloud. “We are proud to recognize their impact over the past year.”

Powering Performance Analytics at Scale

Conviva’s analytics platform connects customer experience metrics with technical performance data in real time, providing:

• AI-powered insights and automations
• In-session analytics for immediate action
• Precise root-cause detection
• Continuous experience optimization

These capabilities enable product and engineering teams across industries to monitor digital services, proactively resolve experience issues, and ensure smooth end-user experiences—all while optimizing for business outcomes.

Real-Time Impact: A Record-Breaking Use Case

In 2024, a major U.S.-based professional sports league relied on Conviva during a critical postseason playoff game:

• Processed over 3.6 billion events per minute
• Detected and addressed playback failures, rebuffering, and paywall issues
• Enabled real-time resolution for uninterrupted viewing

This proactive monitoring helped the event achieve historic streaming records, with over 23 million concurrent viewers, making it the league’s most-streamed event ever.

Driving Customer Success Across Industries

Conviva supports leading media, entertainment, e-commerce, banking, travel, and hospitality brands with tools to thrive in the attention economy and digital-first world. By offering actionable, trustworthy analytics and automation, Conviva helps brands:

• Enhance customer satisfaction
• Reduce churn and downtime
• Align digital performance with business KPIs

“This award affirms our mission to deliver trusted, real-time analytics that proactively drive growth,” said Keith Zubchevich, CEO of Conviva. “From streaming to banking, our clients count on us to keep digital experiences optimized before customers are even aware of issues.”

Available via Google Cloud Marketplace

The Conviva platform is now accessible through the Google Cloud Marketplace, offering:

• Seamless integrations with BigQuery, Cloud Storage, Vertex AI, and more
• Scalable deployment for global analytics and optimization
• Unified access to performance data across digital products and streaming services

Conviva’s recognition as Google Cloud’s 2025 Partner of the Year for Media & Entertainment reinforces its role as a trusted performance analytics partner. With real-time, AI-driven insights, and deep integration into Google Cloud’s ecosystem, Conviva is enabling the next generation of digital experiences—resilient, high-performing, and tailored for business impact.

The creator economy is booming, and so is the demand for authentic, ongoing interaction between creators and their audiences. In response, Streann Media, a leader in next-gen video and engagement tech, has launched Inside-AI Agent—an AI-powered assistant that enables personalized, 24/7 text-based conversations between creators and their fans.

This innovation addresses a major pain point: creators miss 60–80% of DMs and comments. Inside-AI steps in to ensure no fan message is ignored, giving creators a powerful tool to build loyalty, increase watch time, and scale engagement—without burning out.

Benefits of Inside-AI Agent

1. One-on-One Fan Conversations—Anytime, Anywhere

Inside-AI enables creators to:

• Chat with fans via personalized, real-time text-based conversations

• Stay connected with followers 24/7, regardless of time zones

• Ensure every fan interaction is acknowledged and valued

This is especially important in a digital world where 83% of followers want more than just content—they want connection (Kajabi Creator Economy Survey).

2. Smart, Mood-Based Content Recommendations

Inside-AI doesn’t just respond—it understands.

• The assistant offers content suggestions tailored to a fan’s mood and intent

• AI learns from interactions to fine-tune recommendations, keeping fans engaged with content they care about

This intelligent content delivery means more meaningful engagement and longer session durations across platforms.

3. Scalable Intimacy Without Creator Burnout

Creators often struggle to scale their personal interactions without compromising authenticity.

• Inside-AI provides scalable intimacy by mimicking natural conversations

• It offers creators a sustainable way to stay present—without being online all the time

This helps build stronger communities while safeguarding creators’ mental and emotional well-being.

4. Tangible Growth in Engagement and Loyalty

• According to Salesforce, fans are 4x more likely to convert after receiving a personal response

• Inside-AI empowers creators to capture this opportunity with real-time engagement that feels human

• The result? Higher watch times, deeper fan loyalty, and increased monetization potential

Why Inside-AI Is a Game-Changer for the Creator Economy

The modern audience, especially Gen Z (70%), values authenticity above all else. Inside-AI provides an intelligent, always-on assistant that delivers just that—authentic, emotionally resonant interactions that fuel loyalty and community.

Whether you're a YouTuber, podcaster, TikTok influencer, or educator, Inside-AI helps you scale your influence while staying true to your brand voice.

As audience expectations evolve, so must the way creators engage. Streann Media’s Inside-AI Agent is more than a chatbot—it’s a co-pilot for creators who want to deepen relationships, boost fan loyalty, and grow sustainably.

Now available to a select group of creators, Inside-AI is paving the way for intelligent, scalable, and human-centered fan engagement—one text at a time.

Markacy, a strategic growth and performance marketing firm, has announced the appointment of Ryan Mason as its new President and Chief Operating Officer (COO). A seasoned digital growth executive, Mason brings a powerful blend of strategy, operational excellence, and hands-on experience in digital media, e-commerce, and marketing transformation.

With this strategic hire, Markacy signals its commitment to expanding its service offerings, scaling go-to-market initiatives, and helping brands turn marketing into a core profit engine.

Ryan Mason’s Leadership Background: From BCG to Brand Builder

Prior to joining Markacy, Mason served as North America leader of the Digital Growth practice at BCG X, the tech and digital innovation arm of Boston Consulting Group (BCG). In this role, he advised clients across the Consumer, Healthcare, and Private Equity sectors, helping them accelerate growth and overhaul their marketing and commercial operations for digital excellence.

Mason also brings in-house operating experience from his tenure at Constellation Brands (NYSE: STZ), where he managed a DTC E-commerce Business Unit. There, he was instrumental in scaling profitable growth for a multi-brand beverage portfolio, proving his ability to deliver results across industries and company sizes.

Earlier in his career, Mason held leadership roles in digital media and ad-tech, including positions at VaynerMedia and SocialCode, further strengthening his credentials as a digital-first executive.

Quotes from Leadership

“I am thrilled to be joining Markacy as we embark on our next phase of growth. I look forward to working with our existing clients, expanding services to new clients, and advancing our efforts to transform marketing into a profit center for businesses of all sizes.”
– Ryan Mason, President & COO at Markacy

“Ryan has been an advisor to Markacy for years, and we could not be more excited to have him onboard. Markacy is dedicated to bringing the best minds to our clients, and Ryan's leadership and experience will help us continue to produce market-leading results.”
– Chris Jones, Co-Founder at Markacy

What Ryan Brings to Markacy

As President & COO, Mason will focus on:

• Scaling Markacy’s go-to-market strategy

• Growing the firm’s client base

• Expanding services, especially in areas like:

  • Holistic marketing measurement

  • Advanced analytics and performance insights

  • Full-funnel customer acquisition strategies

Mason holds an MBA in Finance from NYU Stern School of Business and a BA in Economics from The University of Michigan. He has lived in Manhattan for over 11 years, where he continues to be deeply engaged in the business and digital innovation community.

With Ryan Mason’s leadership, Markacy is doubling down on its mission to help businesses achieve sustainable, scalable growth. His unique blend of strategic vision, operational rigor, and digital-first thinking makes him the ideal fit to help guide Markacy and its clients into a new era of marketing-as-a-profit-center.

As AI technologies become central to business transformation, the AI Council at Direct Digital Holdings has taken a crucial step to help companies navigate the ethical and legal complexities of artificial intelligence. Their fourth eBook, “Responsible AI: A Beginner’s Guide,” serves as a foundational resource for business leaders and technology teams eager to implement responsible, transparent, and compliant AI systems.

Whether a company is just beginning its AI journey or is already leveraging advanced algorithms in decision-making, this guide provides simple, actionable strategies to ensure that AI innovations are built on a framework of safety, fairness, and accountability.

Why Responsible AI Matters Now

The widespread integration of AI in sectors like hiring, healthcare, finance, and customer service presents enormous opportunities—but also serious risks.

"AI systems now influence everything from hiring decisions to medical diagnoses, and without the right safeguards, even small errors can have serious consequences," said Anu Pillai, Chief Technology Officer at Direct Digital Holdings.

As governments begin to regulate AI usage more strictly, including laws such as the EU AI Act, California AI Transparency Act, and Executive Orders from the Biden Administration, organizations need to proactively align their practices with these standards—or risk facing penalties, brand damage, and loss of consumer trust.

What’s Inside the Guide

The “Responsible AI: A Beginner’s Guide” breaks down advanced ethical concepts and legal obligations into five clear sections:

1. Understanding AI Risk

Classify AI systems by their potential impact—from low-risk tools like spam filters to high-risk applications in hiring or diagnostics—and implement safeguards accordingly.

2. The Core Principles of Responsible AI

• Transparency: Make it clear how AI systems work and why decisions are made.

• Fairness: Prevent bias and ensure inclusive data.

• Accountability: Establish clear oversight and auditability.

• Privacy: Prioritize ethical data usage and user consent.

• Reliability: Ensure systems are accurate, robust, and consistent.

Each principle is illustrated with real-world examples and implementation checklists.

3. Governance in Action

A practical framework for integrating responsible AI throughout:

• Data handling

• Model development

• Deployment processes

• User feedback loops

4. Legal & Regulatory Preparedness

Explains how to stay ahead of evolving laws such as:

• EU AI Act

• California AI Transparency Act

• Biden Administration’s Executive Orders on AI

5. Benefits Beyond Compliance

Responsible AI isn’t just about legal risk. It’s a strategic advantage that leads to:

• Smarter, fairer decision-making

• Enhanced customer and stakeholder trust

• Reduced reputational and operational risk

The Bigger Picture: A Movement Toward Ethical AI

"We’re entering an era where ethical AI isn’t just a nice-to-have—it’s a legal and business imperative," said Pillai.

"This guide helps organizations understand what’s at stake and what actions to take."

This eBook is part of a broader initiative from the Direct Digital Holdings AI Council to empower businesses to adopt generative AI with clarity, confidence, and care. By simplifying the complexity around responsible AI, DDH is ensuring that ethical adoption becomes mainstream, not an afterthought.

Download the Guide

The full "Responsible AI: A Beginner’s Guide" is now available through Direct Digital Holdings' official website.

In a digital landscape where data security is paramount, PropellerAds, the flagship project of AdTech Holding, has once again demonstrated its leadership and integrity by successfully completing the ISO 27001:2022 re-certification audit. Conducted by the Cyprus Certification Organization, this achievement reaffirms PropellerAds’ status as a global benchmark in performance-driven advertising and information security management.

What Is ISO 27001:2022 and Why It Matters

ISO 27001:2022 is the most recent update to the globally recognized Information Security Management Systems (ISMS) standard. It provides organizations with a structured framework for managing and protecting sensitive information through:

• Robust security controls

• Comprehensive risk assessment

• Continuous improvement strategies

Receiving re-certification under this rigorous standard validates that PropellerAds is not only compliant but also actively evolving its approach to data privacy, cybersecurity, and risk management.

A Company-Wide Achievement

Achieving ISO 27001:2022 re-certification is no small feat. It required:

• Cross-functional collaboration

• Rigorous security assessments

• Detailed planning and documentation

• End-to-end system audits

"This certification is more than just an achievement; it's a reflection of our ongoing commitment to safeguarding the sensitive information of our customers and stakeholders," said Farukh Rakhimov, Head of Financial Operations and Compliance Group at AdTech Holding.

"Successfully passing this rigorous audit underscores our proactive approach to security and highlights our teams' hard work and diligence."

Why This Certification Matters to Clients and Partners

In a world where data breaches can cost millions and severely damage brand reputation, PropellerAds’ re-certification gives partners peace of mind that:

• Information is protected according to global best practices

• Data handling is transparent, ethical, and secure

• PropellerAds proactively addresses emerging cybersecurity threats

With a global presence spanning over 195 countries and 200,000+ partners, PropellerAds handles billions of impressions daily, making its continued focus on trust, compliance, and resilience even more critical.

Future-Focused on Security Excellence

This re-certification marks a milestone in PropellerAds’ ongoing mission to innovate responsibly and lead securely in the AdTech space. The company remains committed to:

• Continuous monitoring and improvement of its ISMS

• Staying ahead of evolving threats

• Adapting to new regulatory requirements and industry expectations

As digital ecosystems grow more complex, PropellerAds stands firm as a trusted partner, offering not only performance-driven results but also enterprise-grade security assurances.

PropellerAds

PropellerAds is a global advertising platform known for delivering scalable, high-performance advertising solutions. As a part of AdTech Holding, the company serves advertisers and publishers worldwide, helping them achieve measurable growth through advanced targeting, automation, and now—uncompromising data security.

In a strategic move to elevate out-of-home (OOH) advertising in one of the nation’s most dynamic urban centers, Clear Channel Outdoor has announced a new partnership that places brands directly in front of premium business and tourism audiences across downtown Chicago. With exclusive access to the PRU electric bus fleet, advertisers now have the opportunity to dominate high-demand routes - including the iconic Michigan Avenue, The Loop, and surrounding cultural landmarks.

This partnership represents a powerful innovation in mobile OOH advertising, combining sustainability with state-of-the-art ad displays, targeting a market known for its commercial density and visual influence.

Highlights of the Partnership

Premium Access to Chicago’s Business Arteries

The four all-electric K9MD buses from BYD are a visual and environmental standout, driving along critical business and tourism routes such as:

• Michigan Avenue

• The Loop business district

• Grant Park and Millennium Park

• The Art Institute of Chicago

• Lakefront areas and transit hubs

These moving billboards reach both daytime commuters and leisure travelers, ensuring multi-demographic visibility for brands.

Downtown Reach with Limited Competition

Chicago’s downtown OOH inventory is limited, making this opportunity exclusive and strategic. Consider these insights:

• 23,793 residential population in the coverage zone

• 284,083 daytime working population (2023 Census Estimates)

• Visibility during peak drive times, lunch hours, and midday rush

This initiative gives brands a presence where static OOH options are scarce but footfall and vehicle traffic are consistently high.

Technology-Driven Brand Engagement

The BYD K9MD buses are equipped with Wi-Fi and modern transit tech, enhancing the rider and passerby experience. The digitally enhanced ad panels offer superior visibility and potential for interactive formats in future iterations.

This is not just static advertising—it’s dynamic brand storytelling in motion, amplified by the energy of one of America’s top media markets.

Statements from Clear Channel Outdoor Leaders

"This new partnership gives our advertisers additional exposure and the largest OOH display on the legendary Michigan Avenue," said Barry Butler, VP of Sales at Clear Channel Outdoor-Chicago.

"No one else can provide this option during the workweek like we can."

"These large-scale moving advertisements will be seen throughout downtown by both tourists and locals...including tens of thousands of workers," added Erin Wolff, SVP of Real Estate & Public Affairs for CCO-Midwest.

Expanding CCO’s Footprint Across the Windy City

This initiative adds to CCO’s already dominant presence in the Chicago media ecosystem:

• Exclusive media provider for O’Hare International and Midway Airports

• Sole provider for the 500 W. Madison Transit Center, Chicago's largest commuter hub

• Full coverage across Cook County and the tri-state area

Brands working with CCO gain access to the most diverse and far-reaching OOH network in the region—spanning walk, ride, drive, and fly touchpoints.

A Game-Changer for Urban Advertising

As Chicago continues to evolve as a hub of business, tourism, and media, Clear Channel Outdoor is setting a new standard for how and where brands connect with their audiences. The launch of large-scale, mobile OOH displays on electric buses not only reflects the future of sustainable marketing—it gives advertisers the power to own the streets of downtown Chicago during the most influential hours of the day.

In today’s digital-first world, where customer expectations are constantly evolving and competition is intensifying, agencies must offer more than just traditional marketing support—they must become true digital partners. 5W Public Relations (5WPR), one of the largest independently owned PR firms in the U.S., is rising to that challenge. The agency recently announced a major expansion of its digital marketing capabilities, rolling out specialized services across critical industries like law, insurance, health & wellness, and B2B services.

These enhanced offerings are designed to provide integrated, performance-driven marketing strategies that meet the unique challenges and goals of today’s digital landscape—whether that’s improving brand visibility, generating qualified leads, or building deeper customer connections.

"We are thrilled to enhance our digital marketing capabilities, enabling us to provide our clients with the most effective, tailored solutions," said Paul Miser, EVP & Group Director, Digital at 5WPR.

Breaking Down 5WPR’s Enhanced Digital Marketing Suite

Integrated Marketing

A unified approach combining:

• SEO and SEM

• Email marketing

• Public relations

• Paid media

This multi-channel integration helps brands create seamless customer journeys, delivering consistent messaging and maximizing campaign impact.

B2B Digital Marketing

With a focus on:

• Lead generation

• Account-based marketing (ABM)

• Relationship nurturing

5WPR’s B2B strategies are custom-built to drive business growth, helping professional services firms attract and convert high-value clients.

Content Marketing

From blogs and whitepapers to videos and webinars, 5WPR’s content team crafts narratives that:

• Strengthen brand authority

• Educate target audiences

• Improve organic visibility

This focus on storytelling ensures brands connect on a deeper level with their audiences.

Social Media Marketing

Customized strategies for:

• LinkedIn

• Instagram

• TikTok

• X (formerly Twitter)

• Facebook

With platform-specific tactics, brands can engage diverse audiences, increase followers, and drive meaningful conversions.

Performance Marketing

Every campaign is data-driven and results-oriented, with KPIs like:

• Website traffic

• Conversion rates

• ROI tracking

This ensures full accountability and helps optimize budgets for maximum impact.

Creative & Branding

5WPR also supports:

• Brand strategy development

• Visual identity design

• Creative asset production

Their work helps businesses define their digital personas and resonate with their target audiences visually and emotionally.

Industry-Specific Digital Solutions

Law Firm Digital Marketing

Law firms require credibility, visibility, and client trust. 5WPR’s services are tailored to:

• Boost search engine rankings

• Improve online reputations

• Attract high-value cases

Insurance Digital Marketing

The agency helps insurance companies:

• Generate qualified leads

• Communicate complex offerings clearly

• Improve policyholder engagement

Health & Wellness Digital Marketing

5WPR brings specialized experience to:

• Build community trust

• Educate consumers

• Launch purpose-driven wellness campaigns

With health content becoming more scrutinized, 5WPR ensures brands maintain compliance and credibility.

A Digital Powerhouse for the Modern Era

As digital transformation accelerates across every sector, 5WPR’s enhanced digital services position the firm as a strategic partner for modern growth. Whether working with a law firm aiming to boost local visibility or a wellness brand building trust online, 5WPR offers custom, data-backed solutions that deliver real results.

With its expanded toolkit and industry-specific focus, 5WPR is no longer just a leader in PR—it’s a comprehensive digital agency for today’s complex marketing landscape.