Loyalty New Zealand historically relied on its legacy one-size-fits-all proprietary systems for transactions, customer relationship management, rewards management, and other Fly Buys program activities. Over time, the legacy systems were inadequate to meet changing customer and merchant needs. In early 2014, the team began defining and implementing a new three-year strategy for the business. For the execution of this strategy to be possible, Loyalty New Zealand had to shift to a customer-centric view. Fundamental changes to the rewards program, including moving away from “a person is a card” data structure to a multi-account, multi-member, and multi-token system prompted Loyalty New Zealand to take a new approach to infrastructure.
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