As credit card loyalty wanes, staying top-of-wallet is getting harder for issuers. Our fifth annual study dives into which emerging features will help cash-back credit card programs meet customers' growing expectations.

The news: Zip partnered with Nift to bring AI-powered “thank-you” gifts to its checkout flow, per company announcements. The integration brands send Zip users tailored offers after making a purchase, aiming to strengthen loyalty while creating new ad inventory. Our take: Zip’s tie-up with Nift illustrates how fintechs are positioning themselves not only as payment providers but also as media channels. The average BNPL users will spend more than $1,600 a year by 2029, per our forecast. As spend per user climbs, Nift’s native, post-checkout placements with conversion rates up to 10% will be especially appealing to both Zip and brands.

The news: 53% of US consumers cited a lack of human empathy and understanding as a concern with using Gen AI-powered customer service tools, per a survey conducted by American Express. Our take: GenAI will be an engine for automizing easy wins, like personalized customer service experiences or customized rewards. However, the tool needs to be selectively deployed for best results. Consumers also still desire access to live representatives for human touches that genAI cannot generate. Issuers who can provide a blend of both in their customer service experiences stand to win the approval of all age brackets across their cardholding base.

The news: A coalition of major US banks is pushing for reforms to the recently enacted GENIUS Act. The banks are concerned that a loophole could give non-bank competitors advantages over more regulated traditional banks, per AInvest. Our take: The main challenge for traditional banks is that they have to compete on a new front with different rules. But it’s also a major risk to their customers, who could not only move their money over to competitors’ accounts—but also lose it. While a 4% reward rate is highly attractive and far exceeds most traditional savings account interest, these stablecoin holdings are not necessarily protected by FDIC insurance. Without this insurance, a platform failure could mean consumers lose their entire investment—a risk that does not exist with a federally insured bank deposit.

The news: American Express’s net revenues grew 9% YoY in Q2 2025, per its earnings release. Our take: Amex’s expansion into international markets and bet on its Gen Z and millennial cardholders’ interest in exclusive, experiential rewards has been a winning combination. But there may be early signs that Amex’s strategy is reaching its limits as consumers grapple with financial anxieties.

The news: Changes to Amex’s and Chase’s credit card welcome offers do away with guaranteed points for new cardholders, per CNET. Our take: Amex and Chase are trying to maximize their marketing appeal while also limiting their rewards costs.

The news: Brazil’s central bank rolled out a recurring payments feature to the Pix instant payment system, according to a report from Reuters. Our take: Pix’s use likely can keep growing steadily if it can target new volume opportunities.

The news: JP Morgan Chase updated its Sapphire Reserve credit cards with enhanced travel and dining rewards and a hefty $795 annual fee, per a press release. Our take: Winnowing down their elite cardholder population will need to be done with a scalpel instead of a cleaver—Chase and Amex are trying to increase their yearly fees slightly out of range for an upwardly-mobile middle class, with reward points geared toward priorities of the comfortably wealthy.

The news: Chases unveiled “The Shops at Chase,” an integrated shopping and promotion platform for Chase Freedom, Sapphire, and Ink cardholders. Our take: Being able to convert Chase rewards into material purchases is a draw. However, retraining Chase cardholders to make purchases at The Shops instead of starting their product search with Google or Amazon will be an uphill battle.

The news: Klarna partnered with Nift, a gift platform, to offer “gift”-style rewards for customers’ BNPL purchases. Our take: Until they can close that gap, BNPL players will struggle to attract a meaningful share of shoppers. It’s one reason we forecast BNPL user growth will slow every year through 2029.

Whose credit card business does it hope to woo?

Consumers stick with retail brands that reflect their identity, act with integrity, and make them feel good—especially when those brands recognize loyal customers. Perks like early access matter, but tech like AI only resonates when it genuinely makes shopping easier. To keep people engaged, brands should focus on making all customers—from high earners to rural shoppers—feel seen and valued. Here’s how consumers view their favorite brands and how brands can provide more value to loyal customers.

The personalized rewards offering will help the credit card stand out against other no-annual-fee credit cards

Reward-based video ads are increasingly effective at reaching younger consumers, particularly those who play games.

The platform can help the card program better compete with traditional cards from large issuers

These can fuel more frequent debit card usage, helping these cards better compete against credit card programs

Issuers can capitalize on the 46% of users who proactively seek out deals with their cards

Banyan’s tech could help encourage Bilt cardholders to use their cards for more than rent—if the price is right.

Exclusive events—even when cardholders have to pay to access them—have helped the brand make big gains with Gen Z and millennials.