Loyalty Leaders Podcast

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.

Loyalty in Asia-Pacific: Insights from Loyalty Summit Hong Kong 12/03/2025

Loyalty in Asia-Pacific: Insights from Loyalty Summit Hong Kong 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. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/39249200

Unlocking the secrets of Casino Loyalty 09/08/2025

Unlocking the secrets of Casino Loyalty 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 /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/38126190

'Alaska Airlines' Atmos Rewards: A New Era 08/27/2025

'Alaska Airlines' Atmos Rewards: A New Era 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. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/37976040

From Legacy to Leadership: The Evolution of Loyalty in Airlines with LPS & AWS 08/19/2025

From Legacy to Leadership: The Evolution of Loyalty in Airlines with LPS & AWS 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. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/37875105

Unlocking the Value of Loyalty Programs 08/14/2025

Unlocking the Value of Loyalty Programs 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. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/37814455

Elevating Guest Experience in Hospitality 08/05/2025

Elevating Guest Experience in Hospitality 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. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/37677395

Unlocking Loyalty: The Emotional Connection 07/31/2025

Unlocking Loyalty: The Emotional Connection 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. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/37618875

Announcing Loyalty Summit Asia-Pacific 07/23/2025

Announcing Loyalty Summit Asia-Pacific 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. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/37516650

Nordic Hotels and Airline Loyalty 07/15/2025

Nordic Hotels and Airline Loyalty 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. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/37412015

From Boring to Brilliant: How Neoday is Reinventing Loyalty with Gamification and Psychology 07/08/2025

From Boring to Brilliant: How Neoday is Reinventing Loyalty with Gamification and Psychology On Episode 60 of the Loyalty Leaders Podcast, Nik Laming chats with Kim van der Zande, CCO of Neoday, at Loyalty Summit London. They explore how Neoday is using psychology, gamification, and AI to drive short-term R.O.I. and long-term engagement, transforming loyalty into a powerful revenue engine. Kim also shares how AI and machine learning are enabling individualized challenges that stretch customer behavior without relying on broad segments. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/37332055

Scaling Loyalty Through Tech: How Qiibee is Reinventing Loyalty Partnerships 07/01/2025

Scaling Loyalty Through Tech: How Qiibee is Reinventing Loyalty Partnerships On Episode 59 of the Loyalty Leaders Podcast, Phil Rubin chats with Gabriele Giancola, CEO of Qiibee, at Loyalty Summit London. They discuss the future of loyalty and technology, diving into how Qiibee uses blockchain-backed infrastructure to simplify and scale loyalty partnerships- making it easier for brands to onboard and integrate. From real-time member rewards to plug-and-play partner marketplaces, this episode explores how automation, interoperability, and AI are reshaping customer engagement across travel and retail loyalty. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/37218460

KM MALTA AIRLINES: FAIRNESS & TRANSPARENCY IN LOYALTY PROGRAMS 06/25/2025

KM MALTA AIRLINES: FAIRNESS & TRANSPARENCY IN LOYALTY PROGRAMS In Episode 58, Phil Rubin caught up with Oliver Ross, Head of Loyalty at KM Malta Airlines, at the London Loyalty Summit, to talk about Europe's newest flag carrier, the advantage of being a small carrier, transparency in loyalty, and ensuring members understand the value of accrual and a program's value proposition. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/37147400

SAS EuroBonus: Alliance Transition & Business Class Updates 06/10/2025

SAS EuroBonus: Alliance Transition & Business Class Updates In Episode 57, Founder of Loyalty Summit, Tommy Danielsen caught up with Aron Backström, Vice President Product & Loyalty at SAS, to talk about the EuroBonus transition to SkyTeam, the Friends with Benefits partnership with Scandic Hotels, and updates to lounges and business class. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/36934430

EXEC Interview: James Curry 05/27/2025

EXEC Interview: James Curry In Episode 56, Global Chair of Loyalty Summit, David Feldman caught up with James Curry, VP Product & Member Engagement at Emirates, to talk about Emirates Skywards, changes to the program, and how Emirates are leveraging the frequent flyer program to engage both high-valueas well as infrequent flying members. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/36686920

Incentivizing Loyalty 05/20/2025

Incentivizing Loyalty In Episode 55, Global Chair of Loyalty Summit David Feldman chats with Dave Grossman, CEO & Founder of MilesTalk, about whether hotel, casino and airline loyalty programs are winning customer loyalty or leaving money on the table. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/36638380

VIP Guests & Elite Benefits 05/15/2025

VIP Guests & Elite Benefits In Episode 54, Global Chair of Loyalty Summit David Feldman chats with VIP Luxury Travel expert, Michael Trager, about elite status, benefits, and whether hotel loyalty programs still matter. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/36575530

EXEC Interview – Nik Laming 05/06/2025

EXEC Interview – Nik Laming In Episode 53, Global Chair of Loyalty Summit David Feldman chats with loyalty expert, Nik Laming, about Loyalty Myths, the Business of Loyalty, and the upcoming Loyalty Summit in London. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/36451475

Loyalty Summit London 04/29/2025

Loyalty Summit London In Episode 52, Global Chair of Loyalty Summit David Feldman sits down with Chair of Loyalty Summit EMEA, Harald Deprosse, to chat about the agenda for the upcoming Loyalty Summit in London. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/36352295

U.S. Airline Loyalty & AKA Hotels 04/22/2025

U.S. Airline Loyalty & AKA Hotels In Episode 51, Global Chair of Loyalty Summit, David Feldman, caught up with Brian Sumersfrom The Airline Observer to talk U.S. Airline Loyalty. And Dave Andreadakis chatted with Caitlin Wildenstein from AKA Hotels & Residences about how AKA leverages loyalty with their guests. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/36260055

Loyalty Leaders: What does Loyalty Mean? 04/15/2025

Loyalty Leaders: What does Loyalty Mean? In Episode 50, Guest hosts Phil Rubin and Dave Andreadakis caught up with Claudia Infante from Margaritaville and Allison Ferguson from Honda at the Loyalty Summit CXM in Los Angeles, to chat about what Loyalty means to them and their customers. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/36150155

Stockholm Re-Cap and Executive Interview: Shyam Shah 04/08/2025

Stockholm Re-Cap and Executive Interview: Shyam Shah In Episode 49, Guest host Dave Andreadakis caught up with Charlie Hills to talk all things loyalty from Loyalty Summit CXM in Stockholm, and and got a chance to sit down with Shyam Shah from Loyalty Juggernaut /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/36049245

Scandinavian Loyalty 04/01/2025

Scandinavian Loyalty In Episode 48, Founder of Loyalty Summit Tommy Danielsen talks Scandinavian Loyalty with Håvard Hovdahl from Strawberry, and Kristian Marthinsen from Oculus, at the recent Loyalty Summit CXM in Stockholm. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/35956885

MEGA Episode: Southwest Airlines – Part 2 03/25/2025

MEGA Episode: Southwest Airlines – Part 2 In Episode 47, Global Chair of Loyalty Summit David Feldman chats with Henry Harteveldt, Travel Industry Analyst and President of Atmosphere Research Group, about the new changes at Southwest Airlines and what it means from the industry perspective. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/35851750

MEGA Episode: Southwest Airlines – Part 1 03/18/2025

MEGA Episode: Southwest Airlines – Part 1 In Episode 46, Global Chair of Loyalty Summit David Feldman chats with Gary Leff, Author of View From The Wing, about the new changes at Southwest Airlines and what it means for both the airline and frequent flyers. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/35743470

How to improve CLV and Loyalty in the Emerging Cannabis Market 03/11/2025

How to improve CLV and Loyalty in the Emerging Cannabis Market In Episode 45, Guest Host Dave Andreadakis, Chief Growth Officer at Bluewater, caught up with Joe Hodas from Wana Brands, and Len Llaguno from Kyros, at the recent Loyalty Summit CXM in Los Angeles. First up Dave and Joe discuss how the emerging cannabis industry is approaching customer loyalty. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/35630530

Bringing Loyalty to Life 03/04/2025

Bringing Loyalty to Life In Episode 44, Guest Host Marc Berman, CEO and Managing Partner at The Mallett Group, chats with Jodi Rausch, Managing Director at Concentrix Catalyst. Dave Andreadakis from Bluewater then chats with Roger Williams from Marigold, about the impact AI will have on loyalty operations. First up – Marc and Jodi discuss how to work with brands to bring loyalty to life. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/35526145

Loyalty Propositions Across Brands 02/25/2025

Loyalty Propositions Across Brands In Episode 43, Guest Host Lars Holmquist, Managing Partner at The Mallett Group, chats with Pam Piligian, Chief Marketing Officer at Navy Federal Credit Union, and Dave Canty, Head of Loyalty at Bilt, at the recent Loyalty Summit CXM in Los Angeles. First up – Lars and Pam discuss how Navy Federal is implementing a loyalty proposition without points. Then Lars chats with Dave about how Bilt is engaging with members across home and community. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/35420305

Technology, Data & Customer Insights 02/18/2025

Technology, Data & Customer Insights In Episode 42, Guest Host Dave Andreadakis, Chief Growth Officer at Bluewater, chats with Brad Macdonald, Vice President of Loyalty Strategy at Epsilon, and Yuping Liu-Thompkins, Founder & Director of Loyalty Science Lab at Old Dominion University at the recent Loyalty Summit CXM in Los Angeles. First up – Dave and Yuping Liu-Thompkins discuss how data and AI can be used to better measure and gain insights into the customer perspective of loyalty programs. Then Dave chats with Brad about how technology and AI can support loyalty programs and why loyalty managers shouldn’t be afraid to try new things. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/35313485

Trust & Privacy & Data in Loyalty 02/11/2025

Trust & Privacy & Data in Loyalty In Episode 41, Founder & CEO of the Wise Marketer Group – Bill Hanifin, chats with Jodi Daniels, Founder & CEO of Red Clover Advisors, and Whitnee Hawthorne, Global Head of Travel & Hospitality at Snowflake at the recent Loyalty Summit CXM in Los Angeles. First up – Bill and Jodi discuss the importance and relevance of Trust and Privacy in loyalty programs. Then Bill chats with Whitnee about how data can come together to help create a seamless view of the customer for loyalty programs. /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/35222730

Executive Interview – Allison Ferguson, Head of Loyalty - Honda 01/25/2025

Executive Interview – Allison Ferguson, Head of Loyalty - Honda In Episode 40, Loyalty Summit Global Chair David Feldman and Chair of Loyalty Summit CXM Los Angeles, Phil Rubin, chat with Allison Ferguson from Honda about how Honda is leveraging loyalty to pursue a new route to transforming the customer experience for its customers /episode/index/show/2010bb67-60c1-41ae-8537-57bd2d12078f/id/35004015

Loyalty Leaders Podcast

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