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.

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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.
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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.

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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.

Fresh from winning the AI Innovation Showcase at Loyalty Summit CXM in Amsterdam, Nir joins the Loyalty Leaders podcast to cut through the noise around AI, loyalty, and agentic commerce. The conversation explores reinforcement learning, why fully automated travel buying may still be further away than the hype suggests, and how GenAI is already reshaping lifecycle marketing by helping marketers become better strategists, orchestrators, and revenue drivers.

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Matt Howland, President of Cordial, joins the Loyalty Leaders podcast to discuss how agentic commerce is reshaping the relationship between brands, retailers, and customers. Matt explains why loyalty context, customer data, and brand relationships risk being lost when AI agents become the new shopping interface. The conversation also covers practical AI use cases for retailers, the opportunity for smaller brands to compete with larger players, and why loyalty should remain front and center as commerce becomes more automated.

Ben Kaufman of JSX joins the Loyalty Leaders Podcast at Loyalty CXM in Chicago to explain how JSX is carving out a distinct space between commercial airlines and private aviation. The conversation covers the company's semi-private public charter model, its focus on convenience and accessibility, the launch of Club JSX, why dogs are part of the loyalty proposition, and how JSX uses customer experience as a core driver of loyalty.

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Recorded at Loyalty Summit 2026 in Chicago, Bill Hanifin caught up with Chadwick Boyd, founder of Chadwick Boyd Consulting, about the role of cultural intelligence in building lasting brand relationships. Chadwick shares how consumer insight, food culture, generational change, trust, authenticity, and even the return of "analog" experiences can help brands move beyond transactional loyalty and create deeper, more durable customer connections.

Roger Williams speaks with Tim Nicholson of adjoe about how rewarded gaming can help loyalty programs engage members between transactions. The conversation explores why traditional CLV metrics are often lagging indicators, how casual gaming can create new earning moments, and how programs can turn member attention into incremental revenue without cannibalizing core sales.

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Recorded at Loyalty Summit CXM Chicago 2026, Dave Andreadakis speaks with Steve Allmen of the Canadian Automobile Association, CAA, about how CAA has evolved beyond roadside assistance into insurance, travel, partnerships and member benefits. Steve discusses how AI is changing roadside dispatch, insurance risk and travel search, why CAA thinks about loyalty as inherent in membership rather than as a standalone program, and how trust, reciprocity, safety and everyday value drive long-term member retention.

Roger Williams speaks with Lucy Matchett, Associate Partner at OC&C Strategy Consultants, ahead of Loyalty Summit London. They discuss what travel loyalty can learn from gaming, fast fashion and other highly competitive consumer categories, including how brands can move beyond rewarding past transactions and start identifying future customer value, using smaller in-journey rewards, reciprocal engagement and community-building to create more relevant loyalty experiences.

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Phil Rubin caught up with Hector Pages of Brand Movers at Loyalty Summit CXM in Chicago about why loyalty and promotions should not be treated as separate disciplines. They discuss how CPG brands can use gamification, receipt validation, instant wins, rebates, social challenges, referrals, retail media, and zero-party data to create more engaging loyalty experiences without defaulting to static points-and-discount mechanics.

Simon Tavernier speaks with Christian von den Brincken of Ströer at the Loyalty & Retail Media Summit in Berlin about the intersection of loyalty, retail media, out-of-home advertising and data-driven attribution. The discussion explores how aggregated location data, loyalty data, digital out-of-home screens and emerging "spatial AI" can help brands better understand real-world customer journeys while respecting privacy.
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Recorded at the inaugural Loyalty and Retail Media Summit in Berlin, this session explores the growing intersection between loyalty, retail media and commerce media. Maurits Priem of Ahold Delhaize discusses how retail media can be both an incremental revenue stream and a growth driver, but only if retailers compete as real media platforms rather than forcing spend through trade relationships.