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CapTech Trends Podcast Series

The Loyalty Blueprint: How to Balance Consumer Privacy & Personalization

Consumers are creating a growing “personalization paradox” when it comes to AI in 2026. They want personalized experiences more than ever, but they’re equally anxious about how brands use their data. CapTech’s proprietary consumer research reveals that while AI-driven personalization can strongly influence purchase decisions, trust and transparency remain the biggest barriers.

CapTech Principal and CX Growth Lead, Bree Basham, and Research Lead, Lea Moon, discuss what to expect with AI in 2026, what we are seeing that drives loyalty, and how brands can thoughtfully balance value and privacy.

Listen in to learn more:

  • High‑value, in‑the‑moment personalization increases willingness to share data.
  • AI comfort is rising but opt-out options and human fallback remain essential.
  • Trust improves when brands use plain language and transparency in data use.
  • Consumer adoption varies by mindset – not age or demographic.

Read the full research here: https://www.captechconsulting.com/articles/2025-consumer-survey-solving-the-personalization-paradox

View the transcript

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Featuring

Bree Basham

Bree Basham

Principal, Go-to-Market & Growth Strategy

As Principal of CapTech’s Go-to-Market & Growth Strategy, Bree Basham leads our efforts to shape how we bring services, solutions, and stories to market—accelerating growth and deepening client impact. Drawing on a career that spans strategy, customer experience, and marketing, Bree brings a rare blend of creative vision and strategic discipline to CapTech’s growth initiatives.

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Lea Moon

Sr. Manager, UX Designer, Researcher & Strategist

Lea skillfully balances user expectations with business goals, enhancing both digital and physical interactions to create a seamless omni-channel experience. Her curious and creative approach uncovers powerful insights to define precise opportunities and drive successful implementation.

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