This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . Recognised as the most decorated loyalty brand in global awards, Myer One has been on an extraordinary journey of transformation since 2019. In this episode, Rob Pope, GM Customer at Myer, reveals how the program has evolved into the ‘beating heart’ and ‘engine room’ of Australia’s second-largest apparel retailer. With data as the driving force, Myer One has crafted a powerful, cus...
Aug 14, 2025•46 min•Season 1Ep. 695
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . Hosted by Paula Thomas, today's episode features the announcement of guest host Lisa Brightwell – the Founder and Managing Director of Bright Insights Consulting - a boutique loyalty consultancy firm based in the UAE. Bright Insights is a renowned consulting firm who are designing, building and running loyalty programs for some of the best known and most respected brands in this re...
Aug 12, 2025•41 min•Season 1Ep. 694
In this heartfelt episode, we welcome Jacqui Solly , Loyalty Manager at Australian Red Cross Lifeblood , to explore a truly unique loyalty program that goes beyond points and rewards. Jackie shares how simple acts of giving blood translate into hundreds of thousands of lives saved, alongside personal stories that reveal the deep emotional impact behind every donation. We discuss how Lifeblood balances humor, advocacy, and intrinsic motivation to create a compelling donor experience, applying loy...
Aug 07, 2025•48 min•Season 1Ep. 693
This episode of Let's Talk Loyalty and Loyalty TV is in Spanish. ¿Quieres llevar tu estrategia de lealtad al siguiente nivel? En el episodio más reciente de "Let's Talk Loyalty en Español", contamos con la valiosa perspectiva de Federico Rosas Couret, Consultor Principal en Loyalty & Reward Co . y un experto de primera línea en Customer Loyalty. Federico nos revela cómo diseñar programas de lealtad que ofrezcan mucho más que solo puntos, la receta para lograr un desarrollo exitoso y cómo ase...
Aug 05, 2025•52 min•Season 1Ep. 692
In this episode, Shannon Miller from IBM and Tom Bockholt from Salesforce discuss how they are enabling clients to accelerate the adoption of AI to transform and elevate customer loyalty strategies and the end to end customer experience. They explore how innovative companies are using AI to drive hyper-personalization, respond to evolving customer expectations, and embed loyalty across the customer journey. The conversation touches on navigating investment risks, overcoming legacy system challen...
Jul 31, 2025•55 min•Season 1Ep. 691
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV The Wiser Loyalty podcast series is produced in partnership between Let’s Talk Loyalty and The Wise Marketer™. Twice a month, we bring you an interview with a C-level executive who has transformed strategy into practical application to generate business results. In this episode Bill Hanifin speaks with recognized industry figure Peter Menges , SVP Customer Engagement and Loyalty with...
Jul 29, 2025•35 min•Season 1Ep. 690
Today we are re-publishing this fantastic episode from our archive as our planned episode has been delayed for technical reasons. In this archived episode, Ben Lipsey — Senior Vice President of Customer Loyalty and President of Flying Blue, the joint loyalty program of Air France, KLM, and Transavia — shares a fascinating look into the evolution of airline loyalty. Originally recorded at a time when Flying Blue had just surpassed 22 million members, Ben talks through their bold program updates, ...
Jul 24, 2025•34 min•Season 1Ep. 689
Today we are re-publishing this fantastic episode from our archive as our planned episode has been delayed for technical reasons. As Ford Motor Company celebrates 120 years of innovation, we’re bringing back one of our standout conversations — this time with Beth Leverton , Director of Rewards, Loyalty & CX at the Ford Motor Company. Originally recorded after the Comarch User Group conference in Poland, this episode dives into what it takes to build customer loyalty for a global giant that o...
Jul 22, 2025•43 min•Season 1Ep. 688
Join us as Heather Garboden , Chief Customer Officer at American Airlines , reveals how the airline is reshaping customer loyalty beyond traditional rewards programs. From enhancing digital tools to elevating premium experiences, Heather shares how data-driven insights and cross-team collaboration are driving initiatives that make travel easier, more personalized, and truly seamless across the OneWorld alliance. Discover how small operational changes—like improved boarding processes and reduced ...
Jul 17, 2025•40 min•Season 1Ep. 687
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . eBucks Rewards is truly an exceptional programme as you’ll hear so we're delighted to welcome Pieter Woodhatch - CEO of eBucks Rewards in South Africa as today's guest Owned and operated by First National Bank, it is one of South Africa's leading rewards programmes which has now been rewarding banking customers for 25 years! Pieter today explains how members can earn eBucks while d...
Jul 15, 2025•47 min•Season 1Ep. 686
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . In this episode Bill Hanifin, CEO Wise Marketer Group , speaks with recognized industry figure Deepak Pradhan, Head of Loyalty Program & CRM at ADNOC Distribution . This conversation will share a vision for the future of convenience and fuel retailing and will surely create “store envy” among many retailers. The state of the art at ADNOC is incredible. Listen as we dig into how...
Jul 10, 2025•50 min•Season 1Ep. 685
Matt Zimmerman , a loyalty professional with years of experience across hospitality, gaming and travel.Matt’sloyalty journey began for with sheer persistence —after two years of consistently calling, they finally secured a role as a Loyalty Analyst at Albertsons (the U.S. equivalent of Woolworths). From there, the moved into the fast-paced world of Caesars casinos, followed by several loyalty consulting roles that honed their strategic expertise. A move to Australia opened new opportunities, inc...
Jul 08, 2025•41 min•Season 1Ep. 684
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . In this episode of the Wiser Loyalty podcast series, Aaron Dauphinee , the CMO of Wise Marketer Group, talks with the VP of Marketing at Cadillac Fairview , Craig Flannagan . Craig is one a senior marketing executive that has successfully stitched his customer and community marketing savvy across IBM and Microsoft into curating customer experiences at Canada's premier commercial re...
Jul 03, 2025•53 min•Season 1Ep. 683
In this episode, Charlie Hills interviews Dayoán Daumont , Head of Strategy at Ogilvy One , where he leads consumer engagement and loyalty strategy across the entire brand ecosystem for clients such as FIFA, Nestlé, and Michelin. Dayoán blends behavioural insight with creative precision to transform fleeting moments into lasting relationships. The conversation explores his favourite book and loyalty programmes, key highlights and learnings from the initiatives he has led, and an in-depth look at...
Jul 01, 2025•31 min•Season 1Ep. 682
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . In this episode, Bill Hanifin , Managing Editor, The Wise Marketer , speaks with Mitch Walden , Sr. Director Digital Marketing & Loyalty, Scooter’s Coffee. Scooter’s Coffee was founded in Nebraska over 25 years ago and now operates over 800 locations in 29 states in the US. Mitch is responsible for driving success for digital, loyalty, customer activation and owned social media...
Jun 26, 2025•35 min•Season 1Ep. 681
This episode of Let's Talk Loyalty & Loyalty TV is in Spanish. Hoy nos adentramos en el fascinante mundo del lujo y la lealtad con una invitada excepcional, Esther Subias Hernandez. Exploraremos cómo Puntos Palacio , más allá de ser un programa transaccional, es una estrategia holística que integra experiencias exclusivas, comunidades vibrantes y una profunda personalización basada en la data, elevando la relación con sus clientes a un nivel Totalmente Palacio . ¡Prepárense para descubrir lo...
Jun 24, 2025•47 min•Season 1Ep. 680
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . Udhara De Silva is the Head Loyalty Marketing for Singapore Airlines in Australia, being involved in the successful launch of Kris+ in in November 2023, and growing the Australian KrisFlyer member base to become the largest outside of Singapore and localising the global KrisFlyer programme content to resonate with Australian consumers and anchor the Singapore Airline brand. Hosted ...
Jun 19, 2025•32 min•Season 1Ep. 679
In this episode, Charlie Hills is delighted to interview Madeline Shaw , the Marketing Director of Pets at Home . Madeline and her team develop and deliver the Pets Club programme for Pets at Home, the UK’s leading pet care business. The company is dedicated to providing the best products, services, and advice to support pet owners throughout their pet care journey. In this conversation, we’ll learn about Madeline’s favourite books, her career highlights, key learnings from the programmes she’s ...
Jun 17, 2025•45 min•Season 1Ep. 678
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . Today's episode features Raffael Fappiano Neto , the Product Manager for Loyalty at Azul Airlines. Founded in 2008, Azul Airlines is now the largest airline in Brazil in terms of number of flights and cities served, and in 2020, they won the award for best airline in the world by TripAdvisor Travellers' Choice. Raffael is responsible for Airline Products and Loyalty Projects at Azu...
Jun 12, 2025•28 min•Season 1Ep. 677
Today we are re-publishing back one of our most popular episodes as our planned episode has been delayed for technical reasons and ow also available to watch on www.Loyalty.TV and listen on Let's Talk Loyalty Today’s conversation features Circle K , one of the world’s leading convenience and fuel retail businesses, operating over 14,200 stores in 26 countries. In this episode, we explore how Circle K launched a cutting-edge global concept powered by gamification, strategic partnerships, and tech...
Jun 10, 2025•38 min•Season 1Ep. 676
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . In this episode Charlie Hills interviews Pablo Sardina , the Global Loyalty Senior Product Manager for Decathlon Membership . Pablo is a Growth and CX Expert in Sports Retail, focused on loyalty and relational models. He has spent the last 7 years dedicated to drive digital products business value by delivering the optimal marketing strategy, including customer insights gathering, ...
Jun 05, 2025•40 min•Season 1Ep. 675
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . Today’s episode is hosted by Amanda Cromhout , featuring a special guest – our very own Paula Thomas . In this conversation, Paula shares the inspiring origin story of Let’s Talk Loyalty – from spotting a gap in the market to launching the industry’s first podcast dedicated to loyalty, and eventually expanding into Loyalty TV. Now over five years old, Let’s Talk Loyalty has evolved...
Jun 03, 2025•34 min•Season 1Ep. 674
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . Today we welcome a new guest host – Joanna Witsch - who has been on the show a few times as one of our expert guests. Joanna Witsch is hosting today's episode which features one of Comarch’s most loyal clients - Emirates National Oil Company (ENOC). Her guest is Suryaveer Singh who is the Head of Loyalty CRM and Data at ENOC (more often simply known as Suri). Suri was previously on...
May 29, 2025•41 min•Season 1Ep. 673
Hadie Perkas is an inspiring entrepreneur with a career starting in recruitment, before founding The Gift Club & The European Loyalty Association . Hadie is known for her business drive, while identifying gaps in the market. The communities she builds empowers businesses to build connections lasting relationships. The latest exciting news from the ELA is the launch of the Jobs Board , matching experienced loyalty professionals with job opportunities in the industry. Hosted by Carly Neubauer ...
May 27, 2025•37 min•Season 1Ep. 672
In the latest Wiser Loyalty podcast, Aaron Dauphinee of the Wise Marketer Group , speaks with industry loyalty operations expert, Nadine Rubin . Nadine shares her thoughts on the characteristics and skills needed to be successful in loyalty operations after a 25+ year career in the industry. She also shares her vast experience, in particular while launching the Shoppers Drug Mart Optimum program in Canada as an alternative to coalition loyalty models that were dominating the market. Nadine does ...
May 22, 2025•42 min•Season 1Ep. 671
Today's episode of Let's Talk Loyalty & Loyalty TV is in Spanish. Descubre las estrategias de lealtad que están marcando la pauta en el sector viajes online en nuestro nuevo episodio de Let's Talk Loyalty/ Recibimos a Alex Sánchez , líder del programa Pasaporte de Despegar y con una valiosa trayectoria en Club Premier. Alex nos comparte cómo Despegar fideliza a sus usuarios a través de beneficiostangibles como la acumulación de puntos y su innovadora tarjeta Invex. En esta conversación, expl...
May 20, 2025•52 min•Season 1Ep. 670
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . I’m delighted to be today meeting with another Fortune 500 brand as we meet with Bank of America, one the world's largest banks. According to its latest annual report, Bank of America now serves approximately 69 million consumer and small business clients, and surpassed $100 billion in revenue in 2024, with net income in excess of $27 BILLION. As part of the bank’s celebrations for...
May 15, 2025•35 min•Season 1Ep. 669
Today I'm chatting with Don Smith - well known to many of you for his role as the Chief Consulting Officer of Brierley which is now a Capillary Services Company. Don shares his expertise around optimising some of the common KPI’s for loyalty professionals, the importance of the “mental mantle” of loyalty, as well as some of the big nuggets he learned from the recent Capillary Captivate Conference in Mumbai. As one of the loyalty industry’s most respected brands, I’m thrilled to bring you some of...
May 13, 2025•47 min•Season 1Ep. 668
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . This episode celebrates Comarch which has become our new title sponsor for Loyalty TV, and we are thrilled to announce this as our biggest partnership so far of 2025. Sponsoring Loyalty TV is how Comarch is showcasing its ambition to be recognised worldwide as the go-to partner for loyalty professionals. In today’s episode, Paula Thomas is joined in studio by Marlena Polrola and Jo...
May 08, 2025•45 min•Season 1Ep. 667
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . I’m thrilled to be announcing a new member of the Let's Talk Loyalty family as we continue to grow our network of guest hosts around the world. Today’s announcement is incredibly exciting as we’re being joined by someone who has led one of the biggest airline loyalty programs in the United States. Bridget Blaise-Shamai is most notably a former President of the American Airlines Adv...
May 06, 2025•37 min•Season 1Ep. 666
