Loyalty Leaders Podcast

In this episode of the Loyalty Leaders Podcast, Tally DeVuono breaks down how JSX is evolving its program beyond its first year to include meaningful entitlements, the strategy behind family pooling and referral credits, and why a loyalty program should never be used as a band-aid for a mediocre core product.

In this episode of the Loyalty Leaders Podcast, Timothy Lange joins Roger Williams to dissect why the traditional "earn and burn" loyalty model is fundamentally flawed. He breaks down how Vinted drives authentic engagement without relying on superficial discounts.

In this episode of the Loyalty Leaders Podcast, Roger Williams sits down with Will Pearl, Head of Loyalty & CRM for B&Q. Will is currently spearheading a massive transformation of B&Q's loyalty ecosystem, bringing his extensive data and analytics background from grocery retail into the complex world of DIY.

In this episode of the Loyalty Leaders Podcast, Roger Williams sits down with Olivia O'Sullivan, Product Marketing Lead for Voxi Mobile at Vodafone. As a Gen Z marketer herself, Olivia breaks down exactly why traditional, points-based loyalty programs aren't resonating with youth audiences, and what brands must do to fix it.

In this episode of the Loyalty Leaders Podcast, Roger Williams sits down with Rik Luttmer, Loyalty Strategy & Program Architect at Loyalty Chiefs. Rick argues that treating loyalty as a simple marketing tactic or commodity is a mistake. Instead, he believes true loyalty is a magnificent phenomenon rooted deeply in human evolutionary psychology. ---------

Roger Williams is joined by two heavyweights in the customer retention space: Pauline van Dongen, and Koji Hayashi. Together, they break down the biggest misconceptions in relationship marketing today and explain why treating loyalty as a simple promotional tactic will ultimately cost you your best customers.

Roger Williams sits down with Air France-KLM's Ben Lipsey to explore why the strongest loyalty programs preserve emotion and aspiration rather than reducing every decision to a financial calculation. They discuss instant rewards, gamification, subscriptions, recognition for high-value members, Flying Blue's growth in the US, and how agentic travel could reshape the relationship between airlines and their customers. -------

Len Llaguno, Founder and Managing Partner of KYROS, joins Tommy Danielsen to explain how loyalty programs can move beyond surface-level engagement metrics and demonstrate their financial impact.

Drawing on KYROS's latest research, they explore the customer journey from acquisition and activation through repeat earning and redemption, the connection between customer lifetime value and enterprise value, and why points expiration should encourage behavior rather than simply reduce liability. The conversation closes with what financial models can overlook: the powerful emotional attachment created when members redeem points for something meaningful.

Doris Daif joins the Loyalty Leaders Podcast to discuss why loyalty cannot be treated as a standalone program or department. Drawing on her experience across payments, sports, and retail, Doris explores the importance of service culture, customer data, emotional connection, and organization-wide alignment. She also offers a candid assessment of the new Starbucks Rewards structure and the risks brands face when rational program mechanics begin to replace genuine customer affinity.

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Tommy Danielson sits down with arrivia's Mark Wilson to explore why cruise is becoming one of the most compelling categories in travel loyalty. They discuss the emotional and economic value of cruise rewards, the evolution of cruise-line status programs, and how members can combine cruise promotions, loyalty currency, credit card rewards, and other benefits to get more value from every sailing.

In this episode of the Loyalty Leaders Podcast, Roger Williams sits down with Ekaterina Sytova, CRM Lifecycle Marketing Manager for Mobility at Uber (EMEA). Drawing from her experience managing the Adidas Adi Club membership, Ekaterina breaks down the core differences between retail's traditional "earn and burn" point systems and Uber's innovative "pay and play" subscription model, Uber One. ------- Recorded at Loyalty Summit CXM in Chicago, this episode features Rowland Hobbs, CEO and co-founder of Stake, discussing how rent can become part of the loyalty economy. The conversation explores Stake's cash back model for renters, credit-building tools, neighborhood offers, renter banking, government partnerships, and why housing costs should not be left out of the loyalty conversation.

Jeff Rosenberg, co-founder of WideOpen and co-author of The CX Imperative, joins the Loyalty Leaders podcast at Loyalty Summit CXM in Chicago to discuss why customer experience cannot be treated as a department, a tactic, or a cost center. The conversation explores how companies can keep customers present in decision-making, why AI and agentic tools need to be designed around customer value, and how brands can avoid adding more friction between themselves and the people they serve.

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Recorded at Loyalty Summit CXM in Chicago, Tommy Danielson speaks with Kurt Kendall, Co-Founder and Co-CEO of Kairos Growth Advisors, about what separates truly great loyalty programs from transactional "me too" programs. The conversation moves from the emotional legacy of SPG to the real promise of AI: not just cutting costs, but creating more personalized, more useful, and more brand-enhancing customer experiences.

Fresh from winning the AI Innovation Showcase at Loyalty Summit CXM in Amsterdam, Nir joins the Loyalty Leaders podcast to cut through the noise around AI, loyalty, and agentic commerce. The conversation explores reinforcement learning, why fully automated travel buying may still be further away than the hype suggests, and how GenAI is already reshaping lifecycle marketing by helping marketers become better strategists, orchestrators, and revenue drivers.

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Matt Howland, President of Cordial, joins the Loyalty Leaders podcast to discuss how agentic commerce is reshaping the relationship between brands, retailers, and customers. Matt explains why loyalty context, customer data, and brand relationships risk being lost when AI agents become the new shopping interface. The conversation also covers practical AI use cases for retailers, the opportunity for smaller brands to compete with larger players, and why loyalty should remain front and center as commerce becomes more automated.