Loyalty Wired

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...

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 loyalt...

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 acquisit...

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 da...

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.

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...

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...

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...

Loyalty in financial services is big business, touching millions of customers and billions in spend every day. But it is also one of the most competitive sectors in loyalty. With open banking, rapid fintech innovation, and rising digital expectations, financial services brands must work harder than ever to earn trust, engagement, and long-term loyalty. In this episode, we bring together a panel of...

As IAG Loyalty posts record profits, we explore how engaged collectors turn everyday earning into premium travel — and what their behaviours can teach loyalty managers about value, engagement, and the future of loyalty.

We convene our Loyalty Roundtable to break down the latest in the premium card wars. Are Chase and Amex reaching new heights - or have they already peaked?

Hotel loyalty isn’t just about free nights anymore. From lifestyle partnerships and sustainability to digital innovation and personal recognition, loyalty is transforming the hospitality landscape. In this episode of The Loyalty Podcast on LoyaltyWired, host Ian Pringle is joined by Emilie Couton (CEO, Accor Plus), Andrew Cleary (VP, Global CRM & Customer Strategy, Mandarin Oriental), and Vicky El...

Loyalty isn’t just for big brands anymore. Discover how digital-first companies build loyalty from scratch — and what lessons established players can take away.

Summer may be in full swing, but loyalty never really takes a holiday! In this sunny episode of The Loyalty Podcast on LoyaltyWired, host Iain Pringle is joined by regular contributors Anja Jones, Dave Canty, Allie Ferguson, Vicky Elliott, and David Feldman for a globe-spanning chat from LA to Barcelona. From the dreaded “Shark Tank of Q3” to clever ways of cashing in points, they swap travel tale...

Rick Ferguson takes a two-part deep dive into the connections between employee engagement and customer loyalty.

The $3.5 trillion automotive sector is one of the most globally significant — and one of the most loyalty-challenged. In this episode, we tackle the complex relationship between manufacturers, dealers, and aftersales networks to explore how loyalty programs can truly influence choice of car brands. Our expert panel — Emily Walker (Arnold Clark, UK), Allie Fergusson (formerly Honda, USA), and David...

Nordstrom just made a bold move—ditching points at Nordstrom Rack in favor of a flat 5% discount. Some call it a downgrade. But is it really?

Exploring the loyalty boomerang effect and the emotional cache of cobranded credit cards.

In this podcast our panel explore how customer attitudes to loyalty and changing and what marketing professionals need to do to take account of these changes.

Our prestigious Loyalty Roundtable enshrines loyalty program exit strategy best practices. Plus, a Porter Airlnes interview and the next segment in our Loyalty Works series.

In this podcast we explore whether fintech loyalty is the next major frontier — and how it could reshape the future of loyalty programs worldwide. With special guests Vegar Wikhammer Heir, of Vipps Mobile Pay in Norway, Duncan Smith, of Zeal in London and Terry McMullen, of New World Loyalty in Australia.

In this special report, Rick Ferguson searches for the intersection of retail technology and customer loyalty. With reports from London, Montreal, New York, and Toronto.

The impact of Southwest's recent changes to customer loyalty, the demise of Canada's Hudson's Bay Co, and the future of Ulta Beauty Rewards.

Measuring loyalty is tough—especially across global markets. So how do the best brands do it? In this podcast, Pavel Los and Radek Hrachovec break down the strategies used by leading brands like Shell to measure success and compare loyalty program performance across regions.