Loyalty Wired

Loyalty membership is growing around the world. But customers are becoming more selective about the programmes they actually use. Ian Pringle is joined by Charlie Hills of Mando Connect and Adam Posner of The Point of Loyalty to compare years of loyalty research across Europe and Australia. They explore what customers now expect, why value and simplicity matter more than ever, and how personalisation, partnerships and gamification could shape what comes next.

What is a reward actually worth? Newscast 30 explores how coffee, digital badges, streaks and access can influence behaviour—and when low- or no-cost rewards create real commercial value. Featuring Amanda Cromhout, Tom Peace, Anya Jones, Dr Jacqui Nortje, Caroline Papadatos and Dom Winchester.

AI is changing loyalty — but the real opportunity isn't automation. It's transformation. In this episode, leaders from McDonald's, Kobie and former Nike executive Linda Cereda explore what it really takes to build AI into loyalty: from rethinking culture, operating models and decision-making to creating more relevant and valuable customer experiences. They discuss why technology alone won't deliver the promise of AI, why data and human judgement matter more than ever, and where brands must draw the line between helpful personalisation and surveillance.

Who owns the value created by loyalty? In Newscast 29, Gary Leff unpacks Marriott Bonvoy’s tensions with hotel owners, Rob Burgess assesses TUI’s first loyalty programme, and Roger Williams explains the wave of loyalty-tech deals. Plus, the latest headlines and data shaping the industry.

Everyone talks about personalisation, but very few brands get it right. In this episode, experts from Vinted, Elkjøp and R-Cubed explore how to create more relevant customer experiences through better data, smarter testing and a relentless focus on solving customer problems.

Partnerships have always been at the heart of loyalty programmes. But the way they work is changing. In this episode of The Loyalty Podcast, Iain Pringle is joined by Dom Winchester (Nectar360), Madeleine Svantesson (SAS EuroBonus) and Vilde Bergan (Spenn) to explore how partnership models are evolving. From coalition programmes and flexible currencies to payment integration, open banking and data collaboration, they discuss how brands are creating more connected loyalty ecosystems. If you work in loyalty, partnerships or customer strategy, this episode offers a fascinating look at where the industry is heading.

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.

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.

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.

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.