Response Labs Inc.

Loyalty programs rarely fail because the earning structure is wrong. They fail because the brand makes too many small decisions that erode the reason to come back.

Five practical principles for protecting the experience your loyalty program lives inside, and why human moments are doing more work in a customer journey full of automation.

👉 Read more: https://www.responselabs.com/2026/05/customer-experience-future-of-loyalty/

New month means new issue of From the Lab! And this one is jam packed with what it takes to create customer relationships that actually last.

• Unpacked our Loyalty360 Expo experience
• Explored why customer experience is now the foundation of modern loyalty strategy
• Showcased how Playa Bowls turned National Açaí Day into a high-impact growth moment.

Don't miss monthly insights written by our experts. Subscribe here: https://www.responselabs.com/subscribe/

🎉 Cheers to our Art Director, Katie!

Katie brings the rare combination of strategic thinking and creative instinct that elevates every project she touches. Whether she’s building thoughtful CRM experiences, guiding omnichannel creative, or collaborating across teams to solve challenges, she leads with intention, curiosity, and heart.

She’s also a proud brand loyalist herself which makes her especially passionate about creating meaningful connections between brands and customers.

Beyond the incredible work she delivers, Katie brings energy, perspective, and a collaborative spirit that makes RL better every day.

Thanks for all you do, Katie and cheers to another great year ahead! 🚀

Our team had an incredible time in Orlando this month at the Loyalty360 Expo! 🌴 Between panel discussions, client conversations, and product demos, one thing became abundantly clear: modern loyalty is no longer just about points and discounts.

In today's market, the brands winning are the ones connecting strategy, operations, customer experience, and data ex*****on into one cohesive, enterprise-wide system. Loyalty can't sit in a marketing silo, it has to be driven by every interaction a customer has with your brand! 🤝

We've broken down our biggest takeaways from the event, including how to prove your program's value to the C-suite and why experience matters more than ever during economic uncertainty.

Read the full recap on our blog https://www.responselabs.com/2026/05/key-takeaways-from-our-time-at-loyalty360-expo/

Celebrating David 🎉

David brings a rare combination of technical depth and strategic thinking to our team—helping turn complex marketing challenges into scalable, high-performing solutions.

From architecting CRM systems to leading integrations and automation, his work plays a critical role in how we deliver smarter, more connected experiences for our clients.

We’re grateful for his expertise, curiosity, and the thoughtful approach he brings to everything he does.

Here’s to all the impact so far—and what’s ahead!

AI is changing your inbox 📩

Gmail, Apple Mail, and Outlook can now summarize emails for users—sometimes before they even open them.
That means your message might be reduced to just a few lines.

So what works?
✔ Clear structure
✔ Strong opening copy
✔ Less reliance on image-only emails

We broke it all down here: https://www.responselabs.com/2026/05/ai-email-summaries-marketing-impact/

Loyalty360 Expo recap ✈️✨

Last week, Andy + Lauren headed to Orlando to connect with loyalty, CRM, and CX leaders from across the industry.

Biggest takeaway?�
Loyalty today is about WAY more than points + discounts.

The brands winning customer loyalty are:�
✔ Delivering better experiences�
✔ Using data more intelligently�
✔ Aligning strategy + ex*****on�
✔ Moving faster with insights
And yes… AI was everywhere 👀

Check out our full recap and key takeaways https://www.responselabs.com/2026/05/key-takeaways-from-our-time-at-loyalty360-expo/

🎉🎂 Happy Birthday, Lexy!

A Peloton enthusiast, sports fan, puzzle solver, and someone who would absolutely choose teleportation to make traveling even easier—Lexy brings both energy and focus to everything she does.

Whether she’s diving into campaign performance or building smarter media strategies, she leads with curiosity, precision, and a true customer-first mindset.

Hope your day is filled with good energy, a little relaxation, and maybe a new place to explore (no teleportation required… yet). Happy Birthday! 🎂✨

🎉 Happy Birthday, David!

A drummer of 25+ years, a board game enthusiast, and someone who very honestly chose teleportation as his superpower for efficiency’s sake, David brings both skill and personality to everything he does.

Whether he’s architecting complex systems or helping teams navigate technical challenges, he does it with thoughtfulness, precision, and a calm, steady approach.

Wishing you a day filled with great tunes, a winning board game, and plenty of time to relax. Cheers, David! 🎂🎶

At Loyalty360 ’s Loyalty Expo?

Our Director of Strategy and Data, Andy Locke, takes the stage at 10:10am for a discussion on Customer Loyalty Today.

Stop by our booth after and come say hi!