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