Doris Daif joins the Loyalty Leaders Podcast to discuss why loyalty cannot be treated as a standalone program or department. Drawing on her experience across payments, sports, and retail, Doris explores the importance of service culture, customer data, emotional connection, and organization-wide alignment. She also offers a candid assessment of the new Starbucks Rewards structure and the risks brands face when rational program mechanics begin to replace genuine customer affinity.

-------

Tommy Danielson sits down with arrivia's Mark Wilson to explore why cruise is becoming one of the most compelling categories in travel loyalty. They discuss the emotional and economic value of cruise rewards, the evolution of cruise-line status programs, and how members can combine cruise promotions, loyalty currency, credit card rewards, and other benefits to get more value from every sailing.

In this episode of the Loyalty Leaders Podcast, Roger Williams sits down with Ekaterina Sytova, CRM Lifecycle Marketing Manager for Mobility at Uber (EMEA). Drawing from her experience managing the Adidas Adi Club membership, Ekaterina breaks down the core differences between retail's traditional "earn and burn" point systems and Uber's innovative "pay and play" subscription model, Uber One.
-------
Recorded at Loyalty Summit CXM in Chicago, this episode features Rowland Hobbs, CEO and co-founder of Stake, discussing how rent can become part of the loyalty economy. The conversation explores Stake's cash back model for renters, credit-building tools, neighborhood offers, renter banking, government partnerships, and why housing costs should not be left out of the loyalty conversation.

Jeff Rosenberg, co-founder of WideOpen and co-author of The CX Imperative, joins the Loyalty Leaders podcast at Loyalty Summit CXM in Chicago to discuss why customer experience cannot be treated as a department, a tactic, or a cost center. The conversation explores how companies can keep customers present in decision-making, why AI and agentic tools need to be designed around customer value, and how brands can avoid adding more friction between themselves and the people they serve.

------

Recorded at Loyalty Summit CXM in Chicago, Tommy Danielson speaks with Kurt Kendall, Co-Founder and Co-CEO of Kairos Growth Advisors, about what separates truly great loyalty programs from transactional "me too" programs. The conversation moves from the emotional legacy of SPG to the real promise of AI: not just cutting costs, but creating more personalized, more useful, and more brand-enhancing customer experiences.