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Published by Tommy Danielsen
Loyalty is a journey, not a destination. Wherever you are on this path you will certainly benefit from listening to this highly collaborative podcast. Hear the brightest minds in loyalty host fellow industry experts, share experiences and challenges, and best of all get practical insights.
On the charts
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From the feed
The latest episodes published to this podcast’s own RSS feed. Titles and descriptions are the publisher’s.
In this episode of the Loyalty Leaders Podcast, Tally DeVuono breaks down how JSX is evolving its program beyond its first year to include meaningful entitlements, the strategy behind family pooling and referral credits, and why a loyalty program should never be used as a band-aid for a mediocre core product.
In this episode of the Loyalty Leaders Podcast, Timothy Lange joins Roger Williams to dissect why the traditional "earn and burn" loyalty model is fundamentally flawed. He breaks down how Vinted drives authentic engagement without relying on superficial discounts.
In this episode of the Loyalty Leaders Podcast, Roger Williams sits down with Will Pearl, Head of Loyalty & CRM for B&Q. Will is currently spearheading a massive transformation of B&Q's loyalty ecosystem, bringing his extensive data and analytics background from grocery retail into the complex world of DIY.
In this episode of the Loyalty Leaders Podcast, Roger Williams sits down with Olivia O'Sullivan, Product Marketing Lead for Voxi Mobile at Vodafone. As a Gen Z marketer herself, Olivia breaks down exactly why traditional, points-based loyalty programs aren't resonating with youth audiences, and what brands must do to fix it.
In this episode of the Loyalty Leaders Podcast, Roger Williams sits down with Rik Luttmer, Loyalty Strategy & Program Architect at Loyalty Chiefs. Rick argues that treating loyalty as a simple marketing tactic or commodity is a mistake. Instead, he believes true loyalty is a magnificent phenomenon rooted deeply in human evolutionary psychology. --------- Roger Williams is joined by two heavyweights in the customer retention space: Pauline van Dongen, and Koji Hayashi. Together, they break down the biggest misconceptions in relationship marketing today and explain why treating loyalty as a simple promotional tactic will ultimately cost you your best customers.
Roger Williams sits down with Air France-KLM's Ben Lipsey to explore why the strongest loyalty programs preserve emotion and aspiration rather than reducing every decision to a financial calculation. They discuss instant rewards, gamification, subscriptions, recognition for high-value members, Flying Blue's growth in the US, and how agentic travel could reshape the relationship between airlines and their customers. ------- Len Llaguno, Founder and Managing Partner of KYROS, joins Tommy Danielsen to explain how loyalty programs can move beyond surface-level engagement metrics and demonstrate their financial impact. Drawing on KYROS's latest research, they explore the customer journey from acquisition and activation through repeat earning and redemption, the connection between customer lifetime value and enterprise value, and why points expiration should encourage behavior rather than simply reduce liability. The conversation closes with what financial models can overlook: the powerful emotional attachment created when members redeem points for something meaningful.
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.
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. ----- 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. ----- 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. ------ 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. ------ 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. ------ 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.
Tom Peace speaks with Carsten Anhalt of Free2Move about how loyalty works in a free-floating car sharing business, where the competition is not just rental cars, but taxis, public transport and private car ownership. ------- Tom Peace speaks with Jan-Pieter Lips, President Europe at Capillary Technologies, about the convergence of loyalty and retail media, why customer permission and trust sit underneath any successful monetization strategy, and how AI can help loyalty teams scale relevance without losing sight of the customer.
In this episode of the Loyalty Leaders Podcast, Len Llaguno of KYROS Insights joins the discussion to unpack the financial science behind loyalty programs. Len explains how actuarial methods, machine learning and granular member-level data can help programs manage points liability, forecast redemption behavior, measure customer lifetime value and prove true incremental ROI. -------- Tom Peace sits down with Benjamin Pfeifer, CEO of ioki and former Miles & More strategy leader, about how mobility data can help brands understand where, why and how people move. They discuss synthetic transport modelling, digital twins of cities, first-mile and last-mile journeys, retail media, out-of-home attribution, autonomous mobility, and why loyalty needs to move beyond purely transaction-based rewards toward more behavioral, context-aware engagement.
Simon speaks with Christian Raveaux of REWE Group at the Loyalty & Retail Media Summit in Berlin about how retail media is moving beyond short-term performance campaigns into full-funnel brand building. They discuss REWE's new loyalty program, the role of first-party customer data, in-store screens, measurement, privacy, Payback, ad overload, and why physical stores may remain highly relevant even in an AI-driven shopping future. -------- Simon speaks with Alexander Ewig of AIDA Cruises about why a cruise line belongs in the retail media conversation. Alexander explains how AIDA uses long guest dwell time, strong brand trust, loyalty data, NPS feedback, newsletters, app engagement, and onboard touchpoints to create partner opportunities that add value rather than interrupt the guest experience.
In this insightful interview, David Feldman and Mark Ross Smith discuss the evolving landscape of airline loyalty programs, focusing on the strategic importance of status, innovative products like Status Pass, and how airlines can leverage status to boost revenue and customer engagement.
At Loyalty Summit CXM Chicago 2026, Bill Hanifin caught up with Emil Sarkissian of Loyalty Methods about the recent Gap Encore launch, what it means to treat a loyalty program like a brand, and how AI is changing the economics of loyalty technology. -------- Bill Hanifin chats with Digitas EVP of Strategy, Mitsy Lopez Baranello about how brands can move beyond narrow loyalty-program thinking and build stronger customer relationships across the full experience. They discuss audience strategy, experience mapping, CPG loyalty, AI, and why trust depends on using customer data in ways that genuinely improve the customer experience.
Recorded in Berlin, this episode features Carmen Garcia speaking with Comarch about their "Rhythm of Loyalty" thinking for 2026. The discussion explores how customer needs change across the year, and how loyalty programs can respond with better data strategy, emotional engagement, sustainability, gamification, AI, and smarter redemption planning. --------------- In this episode, Tommy Danielsen sits down with Dave Canty to discuss how Bilt is evolving from a rent-rewards idea into a broader housing and neighborhood commerce platform. The conversation covers local merchant integration, travel partnerships, premium benefits, and what Bilt's model signals for the future of everyday loyalty.
Ranking source
Apple Podcasts rankings via the Mato Topic Intelligence Platform.
Observed September 18, 2026. Cached outside the daily freshness window; the positions keep the date they were taken on.
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