Julia Knutti (SAP) and Manuela Fritzl (NETCONOMY) discuss shifting from transaction rewards to brand love using agentic solutions.
Traditional loyalty programs are struggling to maintain consumer engagement, with shoppers active in less than half of the programs they join. In this episode of The Boardroom Memo Powered by NETCONOMY, we explore how enterprise brands are shifting from discounting transactions to cultivating true "Brand Love" powered by Agentic AI and modern CX architecture.
Featured GuestsJulia Knutti – Chief Revenue Officer Customer Experience, SAP MEE 
Manuela Fritzl – Head of Business and Platform Advisory, NETCONOMY

Why do consumers belong to dozens of loyalty programs yet remain active in only a fraction of them? In this episode of The Boardroom Memo Powered by NETCONOMY, we dive into the radical evolution of customer loyalty—from generic transactional discounts to deep emotional brand love.

Joined by Julia Knutti (Chief Revenue Officer Customer Experience, SAP MEE) and Manuela Fritzl (Head of Business and Platform Advisory, NETCONOMY), we unpack what enterprise retail and CPG decision-makers need to know about modernizing loyalty strategies. Together, they discuss why technology can never save a bad process, how SAP Customer Loyalty Management and autonomous Agentic AI (including SAP Joule) are transforming engagement, and how enterprise brands can scale personalized campaigns without overloading IT teams.  

Whether you are a CMO, CCO, or loyalty manager, this episode delivers practical strategic steps to revamp your legacy program, avoid common rollout mistakes, and drive real business impact.  

Winning Hearts and Market Share: AI-Powered Customer Loyalty

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