Monthly Archives: November 2026
Capillary Technologies Joins the Bilt Neighborhood to Connect Brands With New Customers and Loyalty Opportunities
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Capillary Technologies Joins the Bilt Neighborhood to Connect Brands With New Customers and Loyalty Opportunities
Capillary, the AI-powered loyalty platform behind 450+ global brands, to integrate with Bilt Neighborhood OS as a preferred loyalty technology provider, helping participating brands attract customers, unlock neighborhood spending power, and create personalized customer experiences.
Dallas, Texas — Nov. 10, 2026 — Capillary Technologies, a leading provider of AI-powered enterprise loyalty and customer engagement solutions, today announced a partnership with Bilt, the neighborhood commerce and rewards platform, to connect participating brands with new customers, partner-funded campaigns, and loyalty opportunities across the Bilt Neighborhood.
The partnership brings together Capillary’s expertise in powering brand loyalty programs with Bilt Neighborhood OS™, an AI platform that helps businesses grow by reaching new customers and building loyalty through personalized experiences in their neighborhood. Participating businesses will be able to connect with residents, office workers, hotel guests, and sports fans whose membership partners fund credits, rewards, and benefits they can spend nearby.
Capillary powers loyalty for more than 450 brands across 45+ countries, including Hertz, Shell, PUMA, Abbott, ASICS, and more, reaching more than 2 billion consumers through its loyalty, customer data, engagement, analytics, and rewards platform, with program strategy from Brierley, a Capillary company. Through Bilt Neighborhood OS, Capillary extends that foundation beyond the store, connecting clients’ loyalty programs to the places where their customers live, work, and spend every day.
“Brands invest in loyalty to earn a lasting place in their customers’ lives,” said Bill Swift, President, Americas, of Capillary Technologies. “Our clients already know who their best customers are; Bilt shows where those customers spend the rest of their day. Together, brands can reach new customers through Bilt’s marketplaces, tap partners that fund customer benefits, and use Capillary’s AI to turn those introductions into measurable repeat business.”
Growing Brands Through the Bilt Neighborhood
Through the planned integration, participating Capillary clients will be able to:
- Reach new customers through neighborhood channels: Connect with Bilt’s growing network spanning 1 in 4 U.S. apartment buildings and more than 50,000 merchant partners, creating new opportunities to reach residents, office workers, hotel guests, and sports fans.
- Tap into neighborhood spending power: Drive incremental spending at participating businesses by enabling eligible customers to use credits, rewards, and benefits made available through Bilt’s residential, office, hotel, and sports partners.
- Create experiences at the moments that matter: Combine Capillary’s AI-powered campaigns and targeting with Bilt’s neighborhood network to welcome new residents, engage fans around game day, or deliver relevant offers to local professionals and travelers.
These experiences give businesses new ways to acquire customers and reward existing ones, while allowing properties, employers, and brands to deliver benefits through the businesses around them.
“Capillary powers the loyalty relationships between some of the world’s leading brands and their customers,” said Ankur Jain, Founder and CEO of Bilt. “Neighborhood OS connects those relationships to the places people already spend their lives. Your building can welcome you with dinner nearby. A favorite brand can reward you with an experience down the street. Bringing it together makes every relationship more valuable and brings more spending back into the neighborhood.”
Bilt’s inaugural State of the Neighborhood Study, conducted with 451 Research by S&P Global, found that two-thirds of U.S. consumers do at least 80% of their everyday spending within their neighborhood. It also found that 95% would try a local business if they could earn rewards there, 87% would shop there more frequently, and 85% would choose a business offering rewards over a comparable one without them.
Capillary’s services will be available as an option for clients onboarding with Bilt Neighborhood OS. Capillary clients will also be able to access Bilt’s marketplaces through their existing Capillary portal to reach customers online and in-store.
About Capillary Technologies
Founded in 2012, Capillary Technologies helps brands turn lasting customer relationships into measurable growth. Its AI-powered loyalty and customer engagement platform brings loyalty, data, and engagement together to deliver personalized experiences that deepen customer connections, strengthen retention, and grow customer lifetime value. Supporting 100+ loyalty programs across 450 brands in 45+ countries, Capillary serves enterprise brands and powers experiences for 2 billion consumers. Recognized by leading industry analysts, Capillary puts AI at the core of customer interactions to help brands catalyze growth. Learn more at www.capillarytech.com.
About Bilt
Launched in 2021, Bilt is the membership for where you live and the Neighborhood Operating System (OS) powering everything around it. More than 8 million members use Bilt to earn rewards on housing payments, build a path to homeownership, and redeem the highest value rewards currency on the market across travel, dining, fitness, sports, and more. With Neighborhood OS, the first AI platform to help businesses grow through the neighborhood, Bilt connects multifamily property managers, travel advisors, sports organizations, and more than 50,000 merchants nationwide with nearby customers. Bilt powers 1 in 4 U.S. apartment buildings, including those in the Bilt Alliance, built with some of the nation’s largest owners and operators. For more information, visit www.bilt.com and download the Bilt app.
The new rules of customer loyalty in the Philippines: why cultural intelligence matters more than ever
The suki spirit in a changing consumer economy
Every Filipino knows the value of being a suki.
It’s the neighborhood shopkeeper who remembers your usual order, the familiar business that offers a little extra consideration, or the retailer you keep returning to because the relationship feels personal.
Long before brands introduced points, rewards, and membership tiers, the Philippines had its own understanding of customer loyalty. It was built on familiarity, trust, and reciprocity. Being a suki meant more than being a regular customer. It meant being recognized.
That instinct hasn’t disappeared. But the environment in which brands must earn loyalty has changed dramatically.
Filipino consumers today can discover alternatives, compare prices, access promotions, and switch brands with a few taps on their smartphones. Digital convenience has expanded choice, while economic pressures have made consumers more deliberate about where they spend.
This creates an important question for businesses:
When customers keep coming back, is it because they genuinely prefer the brand, or simply because it offers the best deal today?
For Philippine brands, the next competitive advantage may lie in understanding that distinction.
A more connected consumer, but a more considered shopper
The Philippines is among Southeast Asia’s most digitally engaged consumer markets. Digital payments are becoming part of everyday commerce, too.
98M
internet users in the Philippines by the end of 2025, representing 83.8% of the population.
64.7%
of retail payment volume came from digital transactions in 2025, up from 57.4% the previous year.
Yet digital adoption doesn’t necessarily mean greater brand loyalty.
NielsenIQ’s April 2026 research paints a revealing picture of Filipino spending behavior. Consumers are increasingly intentional about purchases, balancing affordability with convenience, usefulness, and trust. Some are switching brands or channels for better value, waiting for promotions, or adjusting purchasing patterns around household budgets.
This presents an interesting challenge for loyalty marketers.
A customer may visit a retailer every payday, order regularly from the same restaurant, or consistently purchase from a preferred brand. These behaviors contribute to healthy retention and revenue figures. But they don’t necessarily explain why the customer stays.
Would they continue choosing that brand if a competitor offered better prices? If their preferred rewards disappeared? If another business made the experience easier?
The real measure of loyalty is not simply whether customers return, but how strongly they prefer to return when alternatives exist.
For brands investing heavily in customer acquisition, engagement, and retention, understanding this difference is becoming essential.
Cultural intelligence: more than localized promotions
The Philippines is not a single, uniform consumer market.
Shopping behaviors, lifestyles, languages, and purchasing priorities can differ across regions, communities, generations, and household circumstances.
Yet cultural relevance in loyalty marketing is often reduced to a familiar playbook: payday promotions, birthday vouchers, Christmas campaigns, and festival-themed rewards.
These initiatives have their place. The Ber-months, Sinulog, Kadayawan, and other celebrations provide meaningful opportunities for brands to connect with customers.
But meaningful cultural intelligence goes further.
Cultural intelligence goes beyond knowing when to launch a campaign. It means understanding what customers value, why they value it, and how those priorities shape their decisions.
For example:
A family managing monthly expenses
Meaningful loyalty might involve accessible grocery savings or practical rewards that make everyday purchases easier.
A young urban professional
Convenience, seamless digital experiences, and time-saving benefits may be more valuable than an occasional discount.
A customer in a regional market
Recognition might come from communications in a preferred language, offers relevant to local needs, or the same benefits across physical and digital channels.
Each customer may be looking for something different, even when shopping with the same brand.
For businesses, the challenge is to recognize these differences and respond to them consistently, without making the customer experience more complicated.
That’s where data, technology, and local market understanding must work together.
Bringing the suki spirit into modern customer loyalty
For Philippine businesses, the opportunity isn’t simply to digitize loyalty programs. It’s to make the personal recognition and relevance that once defined neighborhood relationships possible across thousands or even millions of customer interactions.
This thinking is already influencing how leading enterprises in the country are approaching loyalty transformation.
Retail
Prince Retail Group
Take Prince Retail Group, one of the Philippines’ leading community-focused retail chains. Operating 79 stores under the Prince Hypermart brand, the retailer is working with Capillary Technologies to strengthen its Prince Royalty program and create more relevant customer experiences as it expands across the country.
At the heart of Prince Retail’s approach is its commitment to serving underserved communities. Its loyalty transformation brings together customer identities, AI-powered analytics, and personalized engagement to build a more connected understanding of the shoppers it serves.
The goal extends beyond rewarding transactions. It’s about creating a loyalty ecosystem that supports meaningful engagement, recognizes customer needs, and strengthens relationships as the business grows.
Watch the Prince Retail Group conversation
The same principle applies beyond retail.
Telecommunications
PLDT and Smart Communications
In telecommunications, PLDT and Smart Communications have partnered with Capillary Technologies to bring their loyalty programs across mobile, broadband, and partner engagement into a unified ecosystem.
The initiative is designed to make rewards more personalized, connect experiences across services, and recognize not only subscribers but also the retail partners who serve customers across the Philippines.
Watch the PLDT and Smart conversation
While retail and telecommunications serve very different needs, both examples reflect an important shift: brands are beginning to treat loyalty as a connected customer relationship rather than a standalone rewards mechanism.
For a market where relationships have always been central to commerce, that distinction matters.
The future of loyalty in the Philippines is personal
The suki relationship has always represented something powerful: customers choosing a business because they feel recognized, valued, and understood.
That principle remains just as relevant today. What has changed is the scale at which brands must deliver it.
As Filipino consumers become more digitally connected and more selective about where they spend, businesses need to look beyond how often customers transact and understand what truly drives preference.
The next generation of loyalty leaders will be those that combine practical value with emotional connection, use customer intelligence to anticipate evolving needs, and create experiences that remain relevant across channels, communities, and generations.
For Philippine businesses, this is both a challenge and an opportunity to turn customer relationships into a more sustainable engine of growth.
At Capillary Technologies, we see this transformation taking shape firsthand.
Our experience working with leading enterprises across the Philippines and Southeast Asia has reinforced a fundamental lesson: successful loyalty strategies must combine global technology capabilities with a deep understanding of local customers.
From helping retailers create more connected shopping experiences to supporting telecommunications providers in unifying complex loyalty ecosystems, Capillary brings together AI-powered technology, customer intelligence, and deep loyalty expertise to help brands build stronger customer relationships and drive measurable business growth.
100+
loyalty programs powered by Capillary Technologies globally.
With experience powering over 100 loyalty programs globally, our focus is on helping enterprises make every customer interaction more relevant, every engagement more meaningful, and loyalty a genuine driver of business performance.
Because the future of loyalty in the Philippines isn’t about replacing the suki spirit with technology. It’s about making that spirit possible for every customer, at scale.
Written by
Summaya
Summaya is a brand and content marketing professional at Capillary Technologies, where she helps shape compelling narratives around customer loyalty, engagement, and the evolving retail landscape. With a passion for turning complex ideas into clear, engaging stories, she creates content that connects industry insights with real-world business impact.
Are your customers loyal to your brand or just your rewards?
High membership, frequent transactions, and strong redemption rates can indicate a successful loyalty program. But they don’t always explain why customers stay or what could make them switch.
Capillary Technologies’ Balanced Loyalty Quotient Report 2026 explores the rational and emotional dimensions of loyalty, revealing why traditional behavioral metrics may not tell the full story.
Discover how Capillary Technologies can accelerate your loyalty-led growth
Protected: The Gamification Playbook: Turning Loyalty Programs Into Habits Customers Love
The Tendero Knows Your Name: Building Loyalty for 20 Million Customers
Across Mexico, the corner tiendita is far more than a shop. It is a cornerstone of the neighborhood, and for generations it has set the standard for what it means to truly know your customer. The tendero remembers your name, your usual order and your story: who is visiting this weekend, whose birthday is coming up, and when there is something to celebrate. That kind of personal care is why people keep coming back, and it is the benchmark every loyalty program should aspire to.
At LOMA (Loyalty Marketing Congress) 2026, that insight framed everything Capillary shared with the loyalty community. The question we put to the room was simple, and hard: “How do we do for 20 million customers what the tendero does for a few hundred?”
Loyalty in Latin America is personal, social and woven into everyday commerce, from the neighborhood shop to the region’s largest retail and consumer brands. Here, loyalty is no longer a points mechanic. It is a relationship strategy.
The LOMA Playbook: Four Ideas for Relationships at Scale
Our Masterclass centered on four principles for loyalty that feels personal, whatever the size of the customer base.
1. Recognize Every Customer
Points and discounts are transactions. Recognition is a relationship. Customers who feel seen give a brand far more than their next purchase.
In practice, recognition looks like:
- An offer that reflects what a customer actually buys
- A greeting that remembers their history with the brand
- Rewards that acknowledge loyalty over time, not just the last transaction
Scale should be how that feeling is delivered, never what it costs.
2. Keep Them in the Ecosystem
Customers do not think in channels. In a single week, the same person might:
- Shop in store
- Browse on their phone
- Message a brand on WhatsApp
- Collect an online order at the counter
The goal is one customer, many touchpoints and one connected relationship. Brands that run each touchpoint as a separate program will always feel like strangers.
3. Make Them Happy
The best retention strategy is a customer who doesn’t want to leave. Retention built on friction or expiring points holds people for a season. Retention built on genuine value and consistently good experiences holds them for years.
4. AI Isn’t the Future. It’s the Present.
This idea sparked the most conversation in the room. aiRA, Capillary’s agentic AI, plans, builds, tests and optimizes loyalty campaigns end to end. Much of a loyalty team’s time today goes into campaign operations: configuring, segmenting, scheduling, measuring and fixing. aiRA takes on that work so teams can focus on what matters.
The result is simple: less campaign ops, more customer love.
Mexico Is Moving Fast, and Customer Expectations Are Moving Faster
Mexico is one of Latin America’s key hubs for loyalty innovation, and AI is speeding that up. In its Pulso Hot Sale 2026 survey, AMVO, the Mexican online sales association, found that about 6 in 10 online shoppers planned to use AI as a guide for their purchases, mainly to compare prices, find products and get recommendations. Companies are earlier in the journey: figures shared at eRetail DAY Latam 2026 showed 49% of Mexican companies still exploring AI and 18% already implementing it. In other words, customers are moving faster than the brands that serve them.
For customers, that changes what a loyalty program has to deliver:
- Recognition, not just rewards. EY’s Latin America loyalty study found that 83% of Mexicans prefer to buy from brands with a loyalty program. Euromonitor notes that 77% of Mexican consumers already engage with at least one program, yet average loyalty spend remains below market potential. Joining is easy. Feeling valued is what earns more spend.
- Relevance in the moment. As AI makes personalization easier, customers will expect offers that reflect their household and habits, not a generic blast.
- Trust and control. Capgemini’s 2026 consumer research, as reported by Expansión, finds that shoppers see AI as a trusted guide but want more control over their data.
None of this is new to the tendero. Knowing the household and remembering the usual order is exactly what the neighborhood shop does. What has changed is that customers now expect every brand to do it, across every channel, and increasingly through their own AI assistants. For brands that cannot build all of this from scratch, that is where a platform and agentic AI like aiRA make the difference.
Why Capillary Is Built for This Market
Capillary has spent more than a decade helping enterprise brands turn everyday transactions into lasting customer relationships. Today, Capillary powers:
- 1.9Bn+ loyalty members
- 415+ brands
- 100+ loyalty programs
- 1.95Bn+ annual transactions
That experience, combined with a unified customer view and agentic AI, is what we bring to the brands we work with across Mexico and Latin America.
Final Thought: Loyalty Is a Relationship, Not a Scheme
The tendero set the standard long before any platform existed. The brands that win in Latin America will be the ones that meet it: recognizing every customer, connecting every touchpoint, and using AI to take the busywork out of loyalty so teams can focus on people.
Capillary was proud to sponsor the Masterclass at LOMA, and we are grateful to our partners at RESULTS Driven Loyalty for bringing it to life with us across Mexico and LATAM. Thank you to everyone who joined us, asked sharp questions and shared their own stories.
Every customer wants to feel known. The question is whether your program can make them feel that way at 20 million customers, and with a team that is free to focus on people instead of campaign ops. If you are ready to find out, or want to see aiRA plan, build and optimize your next campaign, talk to the Capillary LATAM team. Let’s build the kind of relationship that keeps your customers coming back, every single time.
About the Author
Ishan Bhardwaj
Director, Enterprise Sales & Partnerships, Capillary Technologies
Ishan Bhardwaj is Director, Enterprise Sales & Partnerships at Capillary Technologies, leading its growth in Latin America. From engineering at Shell and Chevron to global Martech sales at MoEngage, he brings a cross-industry view of how enterprises build lasting customer relationships. He is an alumnus of the prestigious Indian School of Business and BITS Pilani.