Claim OwnershipLoyalty Leaders Podcast
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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.
81 Episodes
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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 Barinello 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.
In this episode, David Feldman is joined by Richard Schenker and Patrick Sojka for a wide-ranging discussion on what Starbucks' recent changes really mean for loyalty practitioners, why Air Miles' shift to Blue Rewards matters, and what new trends such as linked loyalty and agentic commerce could mean for the Canadian loyalty market.
In this episode of the Loyalty Leaders Podcast, Tom Peace speaks with Andy Kulina, about the evolution of retail loyalty from Kroger Plus to today's retail media era. They explore why loyalty must still deliver real customer value, debate who does loyalty best, and unpack what brands can learn from Amazon, Sephora, and Duolingo.
In this episode, Carmen Garcia sits down with David Glantz from Loyalty Partner Solutions to discuss how loyalty programs are evolving beyond one-size-fits-all design. They explore how brands can serve different member behaviors more effectively, where AI can help personalize at scale without eroding differentiation, why emotional loyalty still depends on human touchpoints, and what travel, retail and retail media can learn from one another.
In this insightful interview, Chief Commercial Officer of Loyalty Juggernaut, Dave Andreadakis discusses the evolution of loyalty programs over the past 50 years, the changing role of practitioners, and the importance of innovation and experimentation in loyalty strategies. Discover how data, ecosystems, and customer behavior insights are shaping the future of loyalty marketing.
Torsten Wingenter - former Head of Digital Innovation at Lufthansa and creator of the groundbreaking FlyingLab in‑flight conference - joins Tommy Danielsen in Berlin to explore the next era of airline loyalty. Torsten breaks down why AI is both overhyped and underestimated, how real‑time decision engines will reshape customer journeys, and why many brands still haven't done the foundational "homework" needed to personalize effectively. A fast‑moving, insight‑packed episode for anyone building the next generation of loyalty.
In this episode of the Loyalty Leaders Podcast, Tom Peace sits down with Peter Gerstle at the Loyalty & Retail Media Summit in Berlin, for a deep dive into how retail media is rapidly moving into the travel sector. Peter explains why airlines still hold the world's most valuable loyalty datasets - and why they struggle to use them effectively. Together, Tom and Peter explore the huge, untapped retail media opportunities hidden in airport lounges, the booking journey, in‑flight experiences, and more. They discuss the challenges of fragmented travel ecosystems, compare travel's progress to grocery retail's maturity, and paint a vivid picture of what a fully connected, personalized airport journey could look like soon.
In this episode of the Loyalty Leaders PodcastDavid Feldman chats Zsuzsa Kecsmar from Antavo about the fifth edition of the Global Customer Loyalty Report. They discuss the evolution of loyalty programs, key findings from the report, and the importance of customer engagement and satisfaction. Zsuzsa highlights the transition into the 'Age of Value' in loyalty programs, the role of AI in loyalty strategies, and the challenges faced by loyalty practitioners in adopting new technologies.
In this episode of the Loyalty Leaders Podcast, David Feldman chats with Phil Rubin about the upcoming Loyalty Summit CXM in Chicago. They discuss the importance of creating intimate settings for senior leaders to discuss strategic issues affecting customer experience and loyalty. They also touch on the challenges of brand differentiation in a saturated market, the critical role of leadership in prioritizing customer loyalty amidst changing corporate strategies, and the impact of technology, particularly AI, on loyalty programs.
In this episode of the Loyalty Leaders Podcast, David Feldman kicks off 2026 chatting with Gary Leff about the recent changes to Basic Economy points and elite earning at American Airlines. They delve into the complexities of Basic Economy fares, the strategies airlines employ to segment customers, and the implications of recent changes on frequent travelers. The conversation also touches on the importance of loyalty programs in driving airline profitability and the emergence of mileage-earning debit cards as a new trend in the industry.
In this episode of the Loyalty Leaders Podcast, David Feldman discusses insights from the recent Loyalty Summit in Hong Kong with Mark Ross-Smith and Nik Laming. They explore the unique dynamics of loyalty programs in the Asia Pacific region, the challenges of revenue management versus loyalty, and the importance of customer experience. The conversation also touches on aspirational redemptions, marketing strategies, and the role of technology within loyalty programs.
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.
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