Customer loyalty and engagement FAQs

ITA Group is a strategic partner with leading customer loyalty technology, working with clients to continuously evolve and optimize loyalty programs as business goals and customer expectations change. 

Horizon is ITA Group’s all-in-one SaaS customer loyalty software platform that provides all features needed to deliver a highly dynamic loyalty experience.  Key features of Horizon include: personalized engagement, customer data management tools, integrated machine learning and AI capabilities, proprietary customer relationship scoring, real-time promotion management and marketing automation, all on one seamless platform.

Horizon is a highly configurable SaaS platform that tailors to your brand, audiences and goals.

Horizon helps brands create lasting emotional connections with customers. Horizon’s features segment audiences, create and trigger personalized experiences, rewards, offers and promotions down to the individual using first-and zero-party customer data.

Yes. ITA Group’s Horizon customer loyalty software is designed to integrate with common system types, including Customer Relationship Management (CRM) or Customer Data Platforms (CDP), e-commerce, point of sale (POS), marketing automation tools and data platforms. That helps loyalty naturally fit into your broader customer marketing ecosystem.

Yes. Horizon, ITA Group’s customer loyalty software, supports loyalty experiences across desktop and mobile. It can be delivered through responsive web experiences, integrated into existing apps and account portals, or built through custom front-end experiences.

We help brands understand ROI at both the program level and the experience level.

At a broader level, ROI shows up in measurable changes to customer behavior like stronger engagement, improved repeat purchase and more consistent participation. These outcomes are tracked through dashboards and reporting, with support from our in‑house analytics team.  

At a more detailed level, we focus on which experiences actually drive those results. Through controlled testing and experimentation, we identify which offers, messages and moments create incremental lift. Those insights help teams invest effort where it delivers the greatest return. 

Together, this approach connects customer behavior to business impact, making loyalty performance easier to measure, explain and improve.

We align loyalty metrics to business objectives, establish baseline performance and measure outcomes such as engagement, retention and customer value. Data insights proactively guide decisions and improve performance. 

The Horizon platform maintains a unified customer view, giving teams access to insights like:

• Purchase history, with details of every purchase including individual SKUs and quantities 
• Offer interactions, including redemptions of offers and rewards, related offer code usage, and bonus points earned through bonus promotions
• Engagement data, including engagement with communications sent through the Horizon platform or quizzes and surveys
• A detailed record of fraud audit cases and loyalty account status (active, suspended, closed) 
• Each member's current tier and previous tier progression 

Horizon can ingest engagement data from other client systems and use that data for segmentation and analysis purposes. All data is available through configurable dashboards embedded in Horizon, making program performance easy to monitor, explain and improve over time.

Standard dashboards and reporting provide visibility into overall program performance, including:

• Program health
• Enrollment
• Sale and purchase metrics
• Award reporting
• Key customer behavior
• Trends for both operational teams and executives

Additionally, our analytics team offers test-and-learn frameworks, ad hoc requests and deeper performance insight reporting as needed. 

ITA Group offers one of the most comprehensive awards solutions in the industry. Our in-house award team curates a relevant, regionally appropriate catalog that includes 700+ brands. Our reward catalog is built for global scale and local impact, offering 15,000+ products for US customers, 5,000+ products for Canadian customers and an average of 2,000–3,000 products across global markets. Customers can earn a wide range of rewards that reflect their preferences and your brand.

• eGift cards/prepaid cards to major retailers
• Company-branded swag
• Travel booking and concierge service
• Charitable donation
• Custom rewards
• Discounts and special offers
• Merchandise rewards
• College tuition savings

Yes. Our built-in parity tool and global catalogs ensure participants around the globe have an equitable and culturally relevant experience with quick rewards distribution through direct shipping in-country.

Yes. ITA Group manages reward sourcing, fulfillment and customer support related to rewards and program inquiries.

ITA Group's in-house participant care center answers participants' questions quickly, accurately and professionally. Our representatives answer program- and reward-related inquiries.

Standard hours of operation for the customer service center are 7:00 a.m. to 7:00 p.m. CT. However, this is negotiable should 24/7 services be needed or global time zones require adjusted hours.

Horizon uses flexible segmentation to help brands deliver more relevant offers and communications based on customer behavior, preferences and context.

Segments can be built using a mix of customer data and rules, including:

• Static customer lists
• Dynamic data-based criteria
• Location-based triggers

As customer data changes, segment membership updates automatically, ensuring messages and offers stay timely and relevant. Segmentation can draw on signals like purchase history, purchase frequency and stated preferences, and can be combined using include and exclude rules for greater precision.

Segment data can also be shared with other systems through integrations or scheduled data transfers. To support ongoing engagement, Horizon includes built-in lifecycle stages and personas, along with behavioral scoring and insight metrics.  

Our internal creative agency works alongside brands to plan and execute campaigns plus ad hoc communications (e.g., program launches, ongoing engagement, promotions and lifecycle messaging). Our communication services also include creating program brand identity, persona development, writing, design and more. We offer full print, digital and creative support focused on marketing your loyalty program and driving engagement, not replacing your agency of record.

Yes. Our Horizon loyalty software comes standard with a full suite of marketing automation and communication services, allowing you to align your entire campaign directly within the Horizon suite of tools. Horizon integrates with other third-party marketing automation platforms to support targeted, personalized and triggered communications.

While Horizon is a self-service platform, most clients opt to have ITA Group’s experts manage all aspects. All services are in-house and can scale support as clients’ needs change, including:

• Ongoing strategy
• performance monitoring and program optimization
• Communications campaigns
• Reward fulfillment
• Day-to-day operations 

Our teams continuously analyze customer data and make program improvement recommendations.

Through solution design and ongoing optimization, our strategy and analytics teams align on the outcomes that matter most and recommend targeted ways to influence customer behavior and engagement. This may include re‑engaging customers who haven’t purchased in a defined period or introducing cross‑sell and upsell moments when buying behavior narrows to a single category.

This full‑service approach of combining strategy, analytics and ongoing optimization sets us apart from most loyalty providers.

Typically, a first-year ITA Group customer loyalty program includes these fixed costs:

• One time set up to connect your systems to Horizon (ITA Group serves as your integration partner, saving you money)
• Annual technology license
• Professional services and management
• Variable costs include program communications and rewards

Each program investment varies based on program complexity, scale, member counts and interactions managed, as well as the level of support required across our various services. 

Yes. Our approach scales as programs grow, whether that includes expanding audiences, adding new features or increasing engagement volume.