Explorez tous les épisodes du podcast Loyalty Leaders Podcast

In this episode of the Loyalty Leaders Podcast, David Feldman discusses the intricacies of casino loyalty programs with guests Michael Trager and Josh Duffy. They explore the role of hosts, the concept of theoretical loss, and how casual visitors can still benefit from loyalty programs. The conversation highlights the importance of transparency in offers and the friction points that can deter customer engagement

In this episode of the Loyalty Leaders Podcast, David Feldman speaks with Gary Leff about the recent changes to Alaska Airlines' loyalty program, Atmos Rewards, following its merger with Hawaiian Airlines. They discuss the evolution of loyalty programs, the importance of customer trust, and how Alaska Airlines has maintained a strong reputation among its customers.

In this conversation, David Feldman discusses the challenges and advancements in loyalty technology with Christian Gerlich from Loyalty Partner Solutions and Massimo Morin from AWS. They explore the pain points of legacy systems in loyalty programs, the shift towards cloud solutions, and the operational advantages of modern platforms like LPS FLITE. The discussion also highlights real-world migration examples, particularly with Alaska Airlines, and the future of loyalty technology, including the integration of AI.

In this episode of the Loyalty Leaders Podcast, David Feldman and Len Llaguno discuss the often misunderstood financial aspects of loyalty programs. They explore the misconceptions surrounding loyalty as a cost center, the importance of proving and improving ROI, and the role of actuaries in loyalty management.

In this episode of the Loyalty Leaders Podcast, David Feldman speaks with Caitlin Wildenstein, Director of Loyalty at AKA Hotels, about the importance of emotional engagement in hospitality, the unique approach of AKA Hotels in providing personalized guest experiences, and the challenges and opportunities of running a boutique hotel loyalty program. They discuss the significance of building loyalty beyond transactions, insights on member retention, operational agility, and future trends in loyalty programs, particularly focusing on wellness and experiential offerings.

In this episode of the Loyalty Leaders Podcast, David Feldman and Mark Ross-Smith discuss the evolution of loyalty programs, focusing on the differences between transactional and emotional loyalty. They explore how regional differences impact consumer behavior, particularly in the hospitality and airline industries. The conversation highlights the challenges loyalty programs face in retaining members and the strategies that can enhance engagement and emotional connections with consumers.

In this episode, David Feldman and Nik Laming discuss the upcoming Loyalty Summit Asia Pacific, highlighting the regional differences in loyalty programs compared to the Americas and Europe. They explore the balance between transactional and emotional loyalty, the impact of technology on loyalty programs, and the concept of lifestyle programs. The conversation also touches on the challenges and dynamics of coalition programs and partnerships in the loyalty landscape.

On Episode 61 of the Loyalty Leaders Podcast, Tommy Danielsen chats with Christian Kamhaugabout the evolving landscape of the Nordic hospitality and airline industries. They delve into the significance of breakfast in Nordic hotels, the recent changes in SAS's ownership and strategy, and the introduction of new aircraft to enhance SAS's operations. The conversation highlights the competitive advantages and challenges faced by hotels and airlines in the region, as well as the implications for customer experience and loyalty programs.

On Episode 60 of the Loyalty Leaders Podcast, Nik Laming chats with Kim van der Zande, CCO of Neoday, at Loyalty Summit London.

They explore how Neoday is using psychology, gamification, and AI to drive short-term R.O.I. and long-term engagement, transforming loyalty into a powerful revenue engine. Kim also shares how AI and machine learning are enabling individualized challenges that stretch customer behavior without relying on broad segments.

On Episode 59 of the Loyalty Leaders Podcast, Phil Rubin chats with Gabriele Giancola, CEO of Qiibee, at Loyalty Summit London. They discuss the future of loyalty and technology, diving into how Qiibee uses blockchain-backed infrastructure to simplify and scale loyalty partnerships- making it easier for brands to onboard and integrate. From real-time member rewards to plug-and-play partner marketplaces, this episode explores how automation, interoperability, and AI are reshaping customer engagement across travel and retail loyalty.

In Episode 58, Phil Rubin caught up with Oliver Ross, Head of Loyalty at KM Malta Airlines, at the London Loyalty Summit, to talk about Europe's newest flag carrier, the advantage of being a small carrier, transparency in loyalty, and ensuring members understand the value of accrual and a program's value proposition.

In Episode 57, Founder of Loyalty Summit, Tommy Danielsen caught up with Aron Backström, Vice President Product & Loyalty at SAS, to talk about the EuroBonus transition to SkyTeam, the Friends with Benefits partnership with Scandic Hotels, and updates to lounges and business class.

In Episode 56, Global Chair of Loyalty Summit, David Feldman caught up with James Curry, VP Product & Member Engagement at Emirates, to talk about Emirates Skywards, changes to the program, and how Emirates are leveraging the frequent flyer program to engage both high-valueas well as infrequent flying members.

In Episode 55, Global Chair of Loyalty Summit David Feldman chats with Dave Grossman, CEO & Founder of MilesTalk, about whether hotel, casino and airline loyalty programs are winning customer loyalty or leaving money on the table.

In Episode 54, Global Chair of Loyalty Summit David Feldman chats with VIP Luxury Travel expert, Michael Trager, about elite status, benefits, and whether hotel loyalty programs still matter.

In Episode 53, Global Chair of Loyalty Summit David Feldman chats with loyalty expert, Nik Laming, about Loyalty Myths, the Business of Loyalty, and the upcoming Loyalty Summit in London.

In Episode 52, Global Chair of Loyalty Summit David Feldman sits down with Chair of Loyalty Summit EMEA, Harald Deprosse, to chat about the agenda for the upcoming Loyalty Summit in London.

In Episode 51, Global Chair of Loyalty Summit, David Feldman, caught up with Brian Sumersfrom The Airline Observer to talk U.S. Airline Loyalty. And Dave Andreadakis chatted with Caitlin Wildenstein from AKA Hotels & Residences about how AKA leverages loyalty with their guests.

In Episode 50, Guest hosts Phil Rubin and Dave Andreadakis caught up with Claudia Infante from Margaritaville and Allison Ferguson from Honda at the Loyalty Summit CXM in Los Angeles, to chat about what Loyalty means to them and their customers.

In Episode 49, Guest host Dave Andreadakis caught up with Charlie Hills to talk all things loyalty from Loyalty Summit CXM in Stockholm, and and got a chance to sit down with Shyam Shah from Loyalty Juggernaut

In Episode 48, Founder of Loyalty Summit Tommy Danielsen talks Scandinavian Loyalty with Håvard Hovdahl from Strawberry, and Kristian Marthinsen from Oculus, at the recent Loyalty Summit CXM in Stockholm.

In Episode 47, Global Chair of Loyalty Summit David Feldman chats with Henry Harteveldt, Travel Industry Analyst and President of Atmosphere Research Group, about the new changes at Southwest Airlines and what it means from the industry perspective.

In Episode 46, Global Chair of Loyalty Summit David Feldman chats with Gary Leff, Author of View From The Wing, about the new changes at Southwest Airlines and what it means for both the airline and frequent flyers.

In Episode 45, Guest Host Dave Andreadakis, Chief Growth Officer at Bluewater, caught up with Joe Hodas from Wana Brands, and Len Llaguno from Kyros, at the recent Loyalty Summit CXM in Los Angeles.

First up Dave and Joe discuss how the emerging cannabis industry is approaching customer loyalty.

In Episode 44, Guest Host Marc Berman, CEO and Managing Partner at The Mallett Group, chats with Jodi Rausch, Managing Director at Concentrix Catalyst.

Dave Andreadakis from Bluewater then chats with Roger Williams from Marigold, about the impact AI will have on loyalty operations.

First up – Marc and Jodi discuss how to work with brands to bring loyalty to life.

In Episode 43, Guest Host Lars Holmquist, Managing Partner at The Mallett Group, chats with Pam Piligian, Chief Marketing Officer at Navy Federal Credit Union, and Dave Canty, Head of Loyalty at Bilt, at the recent Loyalty Summit CXM in Los Angeles.

First up – Lars and Pam discuss how Navy Federal is implementing a loyalty proposition without points.

Then Lars chats with Dave about how Bilt is engaging with members across home and community.

In Episode 42, Guest Host Dave Andreadakis, Chief Growth Officer at Bluewater, chats with Brad Macdonald, Vice President of Loyalty Strategy at Epsilon, and Yuping Liu-Thompkins, Founder & Director of Loyalty Science Lab at Old Dominion University at the recent Loyalty Summit CXM in Los Angeles.

First up – Dave and Yuping Liu-Thompkins discuss how data and AI can be used to better measure and gain insights into the customer perspective of loyalty programs.

Then Dave chats with Brad about how technology and AI can support loyalty programs and why loyalty managers shouldn’t be afraid to try new things.

In Episode 41, Founder & CEO of the Wise Marketer Group – Bill Hanifin, chats with Jodi Daniels, Founder & CEO of Red Clover Advisors, and Whitnee Hawthorne, Global Head of Travel & Hospitality at Snowflake at the recent Loyalty Summit CXM in Los Angeles.

First up – Bill and Jodi discuss the importance and relevance of Trust and Privacy in loyalty programs.

Then Bill chats with Whitnee about how data can come together to help create a seamless view of the customer for loyalty programs.

In Episode 40, Loyalty Summit Global Chair David Feldman and Chair of Loyalty Summit CXM Los Angeles, Phil Rubin, chat with Allison Ferguson from Honda about how Honda is leveraging loyalty to pursue a new route to transforming the customer experience for its customers

In Episode 39, Loyalty Summit Global Chair David Feldman and Chair of Loyalty Summit CXM Los Angeles, Phil Rubin, chat with Claudia Infante about how Margaritaville is engaging and balancing the loyalty game in a non-traditional way to capture emotion and connection to enhance revenue and profitability

In Episode 38, Loyalty Summit Global Chair David Feldman chats with editor of Head for Points, Rob Burgess, about the changes to status qualification with British Airways.

In Episode 37, Loyalty Summit Global Chair David Feldman caught up with loyalty thought leader and frequent flyer program expert Gary Leff to talk about this week’s big loyalty program updates and announcements from Alaska, American, and Southwest.

In Episode 36, Loyalty Summit Global Chair David Feldman caught up with loyalty mentor Henry Christian to talk about the many faces and hats of a typical loyalty manager, as well as tips and tricks to navigate the complex role of running loyalty in an organization.

In Episode 35, Loyalty Summit Global Chair David Feldman and Chair of Loyalty Summit CXM Phil Rubin, preview the upcoming Loyalty Summit CXM in Los Angeles and discuss current trends that you can expect to see in the discussions at the event.

In Episode 34, at the recent Loyalty Summit in Chicago, Nik Laming chatted with Alyssa Callahan, who is the Vice President of Marketing at TravelCenters of America. Nik and Alyssa explored the business of loyalty programs across different verticals including hospitality, retail, and convenience.

Loyalty Summit Global Chair David Feldman caught up with Staci Markwood, who is the Vice President of Global Partnerships at Rocket Travel by Agoda. David and Staci explored loyalty programs at a global level, and how they differ across regions, as well as the key components of a successful loyalty program, and what brands should look for in a potential partnership.

Ahead of Loyalty Summit 2024 in Chicago, Loyalty Summit Global Chair David Feldman chatted with Roger Williams from Marigold – Presenting Sponsor of the 2024 Loyalty Summit - about personalization, whether loyalty technology and AI are finally coming-of-age, proving loyalty’s ability to move the needle, and the economic outlook for loyalty programs.

In Episode 31, Guest Host Nik Laming sat down with Steve Mathwig, Senior Manager of Loyalty Program Engagement at Best Western Hotels, at the Loyalty Summit in Chicago, where they chatted about all things loyalty at Best Western Hotels.

In Episode 30, Guest Host Dave Andreadakis caught up with Caitlin Wildenstein from AKA Hotels at the Loyalty Summit in Chicago, where they chatted about loyalty at AKA Hotels, tipsfor loyalty in the travel industry, and the challenges of working parents.

In Episode 29, Guest Host Nik Laming chats with Pablo Sordo from VivaAerobus at the Loyalty Summit in Chicago, where they explore the growth of the Doters loyalty program and how it is engaging younger, less frequent travelers.

In Episode 28, Loyalty Summit Global Chair David Feldman is joined by Phil Rubin, where they chat about the recent Loyalty Summit in Chicago and some of the industry insights that were discussed. Phil also introduces the upcoming Loyalty Summit CXM in Los Angeles on February 5th and 6th, 2025.

In Episode 27, Ahead of Loyalty Summit 2024 in Chicago, Loyalty Summit Global Chair David Feldman chats with Marcus Puffer from IBS Software about alliances, how loyalty programmanagers view technology, and the importance of technology in enabling program and member strategies

In Episode 26, Loyalty Summit Global Chair David Feldman chats with Matthijs Kooijman from Attached Language Intelligence about the importance of localization strategies for loyalty programs, and how the right way to speak to different customers in different countries is more than just translation.

In Episode 25, Loyalty Summit Global Chair David Feldman chats with Len Llaguno from Kyros about actuarial science and how loyalty program managers can use detailed redemption and member behavior data to drive incremental revenue and increase ROI from promotional campaigns.

Loyalty Summit Global Chair David Feldman chats with with loyalty industry veteran Dave Andreadakis, Chief Growth Officer at BWM to talk about generational differences amongst loyalty program members, and some of the challenges facing loyalty program managers in 2024.

Loyalty Summit Global Chair David Feldman sat down with Dave Canty, SVP and Head of Loyalty at Bilt Rewards to talk about Bilt’s expansion since launching only a couple of years ago, and what plans are on the horizon.

Loyalty Summit Global Chair David Feldman chats with Phil Hawkins about Flybuys, coalition loyalty programs, and Phil’s insights learned from a long career in loyalty.

In Episode 21, Loyalty Summit Global Chair David Feldman sat down with Troy Liu and Bart Welch from PointsYeah.com to discuss the reasons behind their development and launch of PointsYeah.com and how they are trying to solve the challenges of reward search.

In Episode 20, Loyalty Summit Global Chair David Feldman sat down at the recent Loyalty Summit in London with Nik Laming, Founder & CEO of Loyalty ConnectOS, and former Head of Loyalty at Cebu Pacific.

Join David and Nik as they discuss member benefits, and the importance of recognizing elite members.

In Episode 19, Loyalty Summit Global Chair David Feldman sat down at the recent Loyalty Summit in London with Dr. Nejib Ben-Khedher who is the Divisional Senior Vice President of Emirates Skywards.  

Join them for a fascinating discussion covering the future of technology in loyalty programs, the competitive environment for Emirates Skywards, maintaining member engagement, and the buzzword of personalization.