Episodes

  • Podcast 94 - The AI Loyalty Manager: Time to Rethink the Role?

    Podcast 94 - The AI Loyalty Manager: Time to Rethink the Role?
    Oct 15 2026
    AI is changing loyalty management. But are we ready to rethink the role itself? Donald Baal (NASCAR), Matteo Costa (formerly TK Maxx) and Jan-Pieter Lips (Capillary Technologies) explore how AI is reshaping the way loyalty programmes operate. From automating everyday tasks to fundamentally changing team structures, responsibilities and decision-making, this conversation raises a bigger question: If you were building a loyalty team from scratch today, would it look anything like the one you have now?
    Show More Show Less
    38 mins
  • Podcast 93 – Loyalty Is Growing. So Why Is Engagement Getting Harder

    Podcast 93 – Loyalty Is Growing. So Why Is Engagement Getting Harder
    Sep 28 2026
    Loyalty membership is growing around the world. But customers are becoming more selective about the programmes they actually use. Ian Pringle is joined by Charlie Hills of Mando Connect and Adam Posner of The Point of Loyalty to compare years of loyalty research across Europe and Australia. They explore what customers now expect, why value and simplicity matter more than ever, and how personalisation, partnerships and gamification could shape what comes next.
    Show More Show Less
    41 mins
  • Newscast 30 - The Value of Nothing

    Newscast 30 - The Value of Nothing
    Sep 14 2026
    What is a reward actually worth? Newscast 30 explores how coffee, digital badges, streaks and access can influence behaviour—and when low- or no-cost rewards create real commercial value. Featuring Amanda Cromhout, Tom Peace, Anya Jones, Dr Jacqui Nortje, Caroline Papadatos and Dom Winchester.
    Show More Show Less
    34 mins
  • Podcast 92 - AI in Loyalty - From Automation to Transformation

    Podcast 92 - AI in Loyalty - From Automation to Transformation
    Aug 10 2026
    AI is changing loyalty — but the real opportunity isn't automation. It's transformation. In this episode, leaders from McDonald's, Kobie and former Nike executive Linda Cereda explore what it really takes to build AI into loyalty: from rethinking culture, operating models and decision-making to creating more relevant and valuable customer experiences. They discuss why technology alone won't deliver the promise of AI, why data and human judgement matter more than ever, and where brands must draw the line between helpful personalisation and surveillance.
    Show More Show Less
    35 mins
  • Newscast 29 - Who Owns Loyalty?

    Newscast 29 - Who Owns Loyalty?
    Jul 27 2026
    Who owns the value created by loyalty? In Newscast 29, Gary Leff unpacks Marriott Bonvoy’s tensions with hotel owners, Rob Burgess assesses TUI’s first loyalty programme, and Roger Williams explains the wave of loyalty-tech deals. Plus, the latest headlines and data shaping the industry.
    Show More Show Less
    34 mins
  • Podcast 91 – Personalisation with Purpose

    Podcast 91 – Personalisation with Purpose
    Jul 13 2026
    Everyone talks about personalisation, but very few brands get it right. In this episode, experts from Vinted, Elkjøp and R-Cubed explore how to create more relevant customer experiences through better data, smarter testing and a relentless focus on solving customer problems.
    Show More Show Less
    46 mins
  • Podcast 90 - The Future of Loyalty Partnerships

    Podcast 90 - The Future of Loyalty Partnerships
    Jun 26 2026
    Partnerships have always been at the heart of loyalty programmes. But the way they work is changing. In this episode of The Loyalty Podcast, Iain Pringle is joined by Dom Winchester (Nectar360), Madeleine Svantesson (SAS EuroBonus) and Vilde Bergan (Spenn) to explore how partnership models are evolving. From coalition programmes and flexible currencies to payment integration, open banking and data collaboration, they discuss how brands are creating more connected loyalty ecosystems. If you work in loyalty, partnerships or customer strategy, this episode offers a fascinating look at where the industry is heading.
    Show More Show Less
    37 mins
  • Podcast 89 - Loyalty - The Case for Change

    Podcast 89 - Loyalty - The Case for Change
    May 12 2026
    Loyalty programmes are under pressure to change. In this episode, leaders from Decathlon, Uber and B&Q explore why brands must move beyond discount addiction towards smarter, more sustainable loyalty strategies built around data, engagement and customer value.
    Show More Show Less
    44 mins