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  • Podcast 89 - Loyalty - The Case for Change

    Podcast 89 - Loyalty - The Case for Change
    2026/05/12
    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.
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    44 分
  • Podcast 88 - Emotional Loyalty

    Podcast 88 - Emotional Loyalty
    2026/04/21
    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.
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    35 分
  • Newscast 28 - Status Wars and Loyalty Tech Consolidation

    Newscast 28 - Status Wars and Loyalty Tech Consolidation
    2026/03/23
    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.
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    33 分
  • Podcast 87 – Retail Media, Loyalty & the Future of Commerce Media

    Podcast 87 – Retail Media, Loyalty & the Future of Commerce Media
    2026/02/23
    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.
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    35 分
  • Newscast 27 - Measuring What Matters

    Newscast 27 - Measuring What Matters
    2026/02/10
    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.
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    32 分
  • Podcast 86 - Rory Sutherland on Behavioral Science and Loyalty

    Podcast 86 - Rory Sutherland on Behavioral Science and Loyalty
    2026/01/19
    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.
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    52 分
  • Podcast 85 - Predictions for 2026

    Podcast 85 - Predictions for 2026
    2026/01/05
    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.
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    32 分
  • Review of 2025 - How did our predictions go?

    Review of 2025 - How did our predictions go?
    2025/12/15
    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.
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    43 分