Vista

Customer acquisition costs are climbing, while retention is harder than ever. In e-commerce, anyone can copy your product or outspend you on ads. But there is one asset no one can easily replicate: trust.

By 2026, loyalty is no longer driven by discounts or personalization. Customers expect brands to handle data responsibly, be transparent about how AI is used, provide fast and reliable support (with clear disclosure when help is automated and an easy handoff to a human), and live the values they communicate — from sustainability to everyday integrity.

This session will show how trust becomes a direct driver of revenue and retention, and how to turn it into a real competitive edge. We will explore four shifts reshaping loyalty in 2026: AI transparency and data privacy, shared values, community and authenticity, and trustworthy support experiences, both human and AI.

Takeaway: A practical framework to embed trust across every touchpoint, identify and fix trust gaps in your customer journey, and convert them into stronger retention and long-term growth.