Folgen

  • Podcast 88 - Emotional Loyalty

    Podcast 88 - Emotional Loyalty
    Apr 21 2026
    Most loyalty programmes are built on rational exchanges: points, rewards and incentives. But that is only part of the story. In this episode Iain Pringle is joined by Max Kenkel, Vicky Elliot and Adam Posner to explore emotional loyalty — the moments of recognition, surprise, service and human connection that make customers feel something, not just earn something. They discuss why emotional loyalty matters now, where brands get it right and wrong, and how loyalty teams can start building more meaningful moments without losing commercial discipline. If you work in loyalty, customer experience or brand strategy, this episode is full of practical ideas.
    Mehr anzeigen Weniger anzeigen
    35 Min.
  • Newscast 28 - Status Wars and Loyalty Tech Consolidation

    Newscast 28 - Status Wars and Loyalty Tech Consolidation
    Mar 23 2026
    Loyalty is shifting… but not in just one place. In this episode, Rob Burgess (Head for Points), Ben Lipsey (Air France-KLM) and Phil Gunter (Loyalty Status Co) explore what British Airways’ move to spend-based status means — and why competitors are already moving to take advantage. At the same time, Jan Pieter Lips (Capillary) and Tom Shapira (Wellesley Hills Financial) unpack Capillary’s acquisition of SessionM, and what it reveals about scale, valuation and the future of loyalty technology. If you run a loyalty programme, this episode matters. Sponsored by Loyalty Status Co.
    Mehr anzeigen Weniger anzeigen
    33 Min.
  • Podcast 87 – Retail Media, Loyalty & the Future of Commerce Media

    Podcast 87 – Retail Media, Loyalty & the Future of Commerce Media
    Feb 23 2026
    Retail media is booming… But here is the real question for loyalty leaders: are you sitting on the most valuable media asset in your business? In this episode, Matt Hanlon from Boots, Paul Stafford from Very and Rosie Houston from SMG explore how loyalty data powers modern retail media — and why the next competitive edge is not ad inventory, it is customer insight. We discuss trust, first-party data, measurement, and what happens when loyalty moves from cost centre to growth engine. If you run a loyalty programme, this episode matters.
    Mehr anzeigen Weniger anzeigen
    35 Min.
  • Newscast 27 - Measuring What Matters

    Newscast 27 - Measuring What Matters
    Feb 10 2026
    In our latest Newscast we round up the latest in global loyalty before diving into the metrics that matter . Featuring Caroline Papadatos on KPI lifecycle, Kashkick on scaling to 12M+ members, Max Kenkel (ITA Group) on measuring what moves behaviour, and Phil Hawkins myth-busting loyalty’s favourite metric.
    Mehr anzeigen Weniger anzeigen
    32 Min.
  • Podcast 86 - Rory Sutherland on Behavioral Science and Loyalty

    Podcast 86 - Rory Sutherland on Behavioral Science and Loyalty
    Jan 19 2026
    Loyalty marketing only works because humans don’t behave like machines. In this episode, Rory Sutherland and behavioural scientist Jordan Buck unpack the seemingly irrational behaviour we see in real loyalty programmes — and explain the psychology that makes it predictable, repeatable, and commercially useful. If you design rewards, communications, or loyalty strategy, this episode will change how you think about what really drives response.
    Mehr anzeigen Weniger anzeigen
    52 Min.
  • Podcast 85 - Predictions for 2026

    Podcast 85 - Predictions for 2026
    Jan 5 2026
    It is time for the annual Predictions Show on The Loyalty Podcast. In this light-hearted but insightful episode, our expert panel shares their predictions for what will shape the loyalty industry in 2026. From technology and data to customer expectations and program design, we explore the trends they believe will define the year ahead. And, of course, we will be revisiting these predictions at the end of the year to see who got it right. Featuring predictions from Stuart Melim, Caroline Papadatos, Pavel Los, Adam Posner, Phil Gunter and Iain Pringle, with a special guest appearance from Max Kenkel. Sponsored by ITA Group.
    Mehr anzeigen Weniger anzeigen
    32 Min.
  • Review of 2025 - How did our predictions go?

    Review of 2025 - How did our predictions go?
    Dec 15 2025
    Our favourite episode of the year is back! The Loyalty Wired panel reviews last year’s loyalty predictions, debates who got it right (and wrong), and awards the title of Loyalty Predictions Champion for 2025. This year’s contenders include Stuart Melim, Caroline Papadatos, Pavel Los, Adam Posner and Iain Pringle — with Phil Gunter serving as guest judge. Proudly sponsored by Capillary Technologies.
    Mehr anzeigen Weniger anzeigen
    43 Min.
  • Podcast 83 - Financial Services Loyalty

    Podcast 83 - Financial Services Loyalty
    Nov 24 2025
    Loyalty in financial services is big business, touching millions of customers and billions in spend every day. But it is also one of the most competitive sectors in loyalty. With open banking, rapid fintech innovation, and rising digital expectations, financial services brands must work harder than ever to earn trust, engagement, and long-term loyalty. In this episode, we bring together a panel of leaders from some of the world’s most successful financial services programmes. Johan Moolman, now at Sanlam Bank and formerly of eBucks in South Africa, shares his experience from a market widely regarded as a global leader in financial services loyalty. Nceba Hene from African Bank discusses the team’s award-winning approach, having been recognised as Team of the Year at the International Loyalty Awards. And JP Lips, former CEO of Nectar in the UK and now President for Europe at Capillary Technologies, adds a broader global perspective on what success looks like. Together, they explore the challenges of building loyalty in financial services, how these challenges differ across markets, what sets top-performing programmes apart, and the essential advice they would give to anyone new to the sector. Sponsored by Capillary Technologies.
    Mehr anzeigen Weniger anzeigen
    38 Min.