Key Takeaways and Why They Matter
- APAC is shifting from “points” to experiences – programmes must balance emotional value with transactional rewards.
- Payments become a loyalty battleground – wallets, co-brand cards, and embedded payments drive daily engagement.
- Profitability pressure is real – inflation, FX and rising redemption costs push airlines toward more sustainable economics.
- The empathy gap matters – members want seamless, relevant, culturally tailored experiences, not generic benefits.
- Tech acceleration is unavoidable – AI, real-time data and modular platforms are essential to keep pace in APAC
Our Panel Discussion
In “The KPI Puzzle: Making Sense of Loyalty Performance” David Glantz dissected how loyalty programs can move from simply reporting KPIs to truly understanding the drivers behind them.
The main points of this Fireside Chat:
- Most programs measure without understanding – inconsistent definitions and fragmented data create false clarity.
- KPIs often contradict each other – breakage vs. redemption, CLV vs. cost, leading to internal misalignment.
- Impact comes from knowing the drivers – translating KPIs into cause-and-effect actions is where value is created.
- Forward-looking beats backward-looking – predictive, behavioral KPIs matter more than dashboards of history.
- Alignment is the real challenge – a few shared KPIs with shared meaning outperform dozens nobody can act on
Conclusion
Beyond the sessions, the summit offered ample opportunities to connect with partners and peers across the region. Conversations over coffee breaks and evening receptions reflected a shared excitement about the possibilities of modern loyalty, from smarter data utilization to platform modernization and strategic co-creation.
The conversations in Hong Kong reaffirmed that the loyalty industry in Asia is not just evolving – it’s accelerating. With innovation at its core and collaboration as its driver, the region continues to set the pace for what’s next in customer engagement.
At LPS, we remain committed to helping brands modernize their loyalty platforms, unlock data value, and deliver personalized, measurable, and meaningful member experience at scale.
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