Loyalty Wired

Podcast 88 - Emotional Loyalty

21 Apr 2026

Contributed by Lukas

Most loyalty programmes are built on rational exchanges: points, rewards and incentives. But that is only part of the story. In this episode Iain Pri...

Newscast 28 - Status Wars and Loyalty Tech Consolidation

23 Mar 2026

Contributed by Lukas

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 (Loyalt...

Podcast 87 – Retail Media, Loyalty & the Future of Commerce Media

23 Feb 2026

Contributed by Lukas

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 ...

Newscast 27 - Measuring What Matters

10 Feb 2026

Contributed by Lukas

In our latest Newscast we round up the latest in global loyalty before diving into the metrics that matter . Featuring Caroline Papadatos on KPI lif...

Podcast 86 - Rory Sutherland on Behavioral Science and Loyalty

19 Jan 2026

Contributed by Lukas

Loyalty marketing only works because humans don’t behave like machines. In this episode, Rory Sutherland and behavioural scientist Jordan Buck unpa...

Podcast 85 - Predictions for 2026

05 Jan 2026

Contributed by Lukas

It is time for the annual Predictions Show on The Loyalty Podcast. In this light-hearted but insightful episode, our expert panel shares their predic...

Review of 2025 - How did our predictions go?

15 Dec 2025

Contributed by Lukas

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), an...

Podcast 83 - Financial Services Loyalty

24 Nov 2025

Contributed by Lukas

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 competit...

Podcast 82 - Cracking the Code

10 Nov 2025

Contributed by Lukas

As IAG Loyalty posts record profits, we explore how engaged collectors turn everyday earning into premium travel — and what their behaviours can tea...

Newscast 26 - The Premium Reward Card Wars

29 Oct 2025

Contributed by Lukas

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 p...

Podcast 81 - Hotel Loyalty

06 Oct 2025

Contributed by Lukas

Hotel loyalty isn’t just about free nights anymore. From lifestyle partnerships and sustainability to digital innovation and personal recognition, l...

Podcast 80 - Digital Native Loyalty

15 Sep 2025

Contributed by Lukas

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

Podcast 79 - Loyalty on Holiday

10 Aug 2025

Contributed by Lukas

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...

Newscast 25 - The Employee Engagement Episode

27 Jul 2025

Contributed by Lukas

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

Podscast 78 - Driving Loyalty - Spotlight on the Automotive Industry

07 Jul 2025

Contributed by Lukas

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 th...

Newscast 24 - The Nordstrom Shift

23 Jun 2025

Contributed by Lukas

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?

Newscast 23 - The Loyalty Boomerang

08 Jun 2025

Contributed by Lukas

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

Podcast 77 - Changing Customer Needs - 2025

03 Jun 2025

Contributed by Lukas

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 ...

Newscast 22 - Loyalty Exit Strategies

12 May 2025

Contributed by Lukas

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

Podcast 76 - Fintec Loyalty - The next Big Thing?

05 May 2025

Contributed by Lukas

In this podcast we explore whether fintech loyalty is the next major frontier — and how it could reshape the future of loyalty programs worldwide. ...

Newscast 21 - The Great Retail Acceleration

27 Apr 2025

Contributed by Lukas

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

Newscast 20 - Has Southwest Airlines lost the plot?

13 Apr 2025

Contributed by Lukas

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.

Podcast 75 - Measuring Performance Across Markets

06 Apr 2025

Contributed by Lukas

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 d...

Newscast 19 - The Airline Status Wars

23 Mar 2025

Contributed by Lukas

Has British Airways opened a Pandora’s box, or will the airline emerge largely unscathed from the status war they started?

Newscast 18 - The Currency Effect

09 Mar 2025

Contributed by Lukas

Loyalty currency has become a massive parallel economy and big business for global brands. How can your company get in on the action? By exploiting th...

Podcast 74 - Making BIG program changes

03 Mar 2025

Contributed by Lukas

In our latest podcast, David Canty, Pavel Loss, and Iain Pringle dive into the strategies, challenges, and best practices for managing major program t...

Newscast 17 - The Perfect D@mn Loyalty Company

23 Feb 2025

Contributed by Lukas

Is Costco the platonic ideal of a customer-centric business model? Join us as we explore the joys of the world's third-largest retailer.

Newscast 16 - The Airline Episode

09 Feb 2025

Contributed by Lukas

In which we look at airline loyalty program devaluations from the airline's perspective and ask why airlines are historically such poor communicators.

Podcast 73 - Market Impact of BA Changes

03 Feb 2025

Contributed by Lukas

2025 kicked off with a loyalty shake-up as British Airways made waves with a major move. In this episode our expert panel dive into the changes, disse...

Newscast 15 - Disney Movie Insiders - the Inside Story

25 Jan 2025

Contributed by Lukas

The behind-the-scenes story of the recently shuttered Disney Movie Insiders program, told by the former Disney executives who launched it.

Newscast 14 - The British Airways Kerfuffle

11 Jan 2025

Contributed by Lukas

In which Iain and Rick unpack the British Airways brouhaha, the exodus of Gen Z shoppers from luxury brands, and the Clash of the Retail Titans.

Podcast 72 - Health and Loyalty

06 Jan 2025

Contributed by Lukas

Is getting healthy one of your New Year’s resolutions? In this episode, our expert panel explores how incorporating health and wellbeing features ca...

Podcast 71 - Predictions for 2025

16 Dec 2024

Contributed by Lukas

Seven global loyalty experts make their predictions for 2025. Featuring Stuart Melim, Joanne Ward, Pavel Los, Caroline Papadatos, Adam Posner, Rick F...

Newscast 13 - When Black Friday Comes

08 Dec 2024

Contributed by Lukas

In this episode, we dive into the data on Black Friday sales and parse the implications. Plus, we unpack the Spirit Airlines bankruptcy and partner wi...

Podcast 70 - Review of 2024

02 Dec 2024

Contributed by Lukas

Our panel of experts review their predictions for the loyalty industry in 2024 and we crown the Loyalty Podcast Prediction Person of the Year.

Newscast 12 - Choosing a Career in Loyalty

23 Nov 2024

Contributed by Lukas

Is loyalty marketing now a legitimate career path? And if so, what are the skills required to succeed? Join our latest Loyalty Round Table. Plus: The ...

Newscast 11 - The Death of Plastic

09 Nov 2024

Contributed by Lukas

In this episode, we look at the eventual demise of the physical payment cards and the implications for issuer loyalty. Plus, Email personalization and...

Podcast 69 - Practical AI, how to get started.

04 Nov 2024

Contributed by Lukas

In this podcast we explore how loyalty professionals can get started using AI at work. To helps us with this I am joined by David Rose of Papa Johns a...

Newscast 10 - Is Fashion Loyalty Having a Moment?

27 Oct 2024

Contributed by Lukas

A veritable grab bag of loyalty goodness with a look at fashion loyalty, TikTok Shop, and Virgin Atlantic’s move to dynamic reward pricing.

Newscast 9: Will the Airlines Kill Their Golden Goose?

14 Oct 2024

Contributed by Lukas

Airlines facing unprecedented pressure from shareholders, finance teams, disgruntled members, and the government have devalued their loyalty programs....

Podcast 68 - The Case For Loyalty

07 Oct 2024

Contributed by Lukas

In response to the closure of several high profile loyalty programs and criticism from authors like Byron Sharp, we explore the case for loyalty backe...

Newscast 8: The Personalization Episode

22 Sep 2024

Contributed by Lukas

This week we devote our entire episode to one of the hottest topics in customer loyalty. In this featured segment, Rick Ferguson speaks to an all-star...

Newscast 7: Can Starbucks return to Pike Place?

08 Sep 2024

Contributed by Lukas

In this special segment, Rick Ferguson stands inside of Starbucks’ original Pike Place Market store in Seattle and asks: Can Starbucks leverage its ...

Podcast 67 - Loyal Customers As A Sales Channel

02 Sep 2024

Contributed by Lukas

In this podcast we examine the growth of TikTok Shop, with Mark Ross of Konsort Social, and ask if social enterprise platforms could allow loyalty pro...

Newscast 6 - The Future of Coalition Loyalty

25 Aug 2024

Contributed by Lukas

A decade ago, the global loyalty landscape was ruled by big multi-merchant coalition program operators. Today, most of those operators are gone. Rick ...

Newscast 5 - Sonesta Travel Pass and the Empire State Building

11 Aug 2024

Contributed by Lukas

In the saturated world of hotel loyalty, how can you make an impact in best-customer relationships? Rick Ferguson chats with Sonesta Hotels' Kevin McC...

Pocast 66 - Retail Media - The Essential Guide

04 Aug 2024

Contributed by Lukas

In this podcast we explore the explosive growth of the retail media industry which was worth over $128 billion in 2023. With special guests Steve Gra...

Podcast 64 - Making the case for loyalty in the boardroom.

04 Aug 2024

Contributed by Lukas

In this podcast we explore making the case for loyalty in the boardroom. How do you prove value and make a case for long-term investment. With speci...

Newscast 4 – The End of FlyBuys New Zealand & the rise of the “Zero Consumer”

22 Jul 2024

Contributed by Lukas

With recent changes to Air Miles in Canada and Nectar in the UK, the coalition model continues to evolve. But will it go extinct? Iain Pringle explor...

Newscast 3 – US credit card regulation impact and Apple loyalty.

08 Jul 2024

Contributed by Lukas

This week Rick Ferguson revisits US credit card regulations and asks what a settlement could mean for issuers and merchants and explores whether loyal...

Podcast 65 - Changing Customer Needs - A Global Perspective

01 Jul 2024

Contributed by Lukas

As loyalty is now truly a global market in this podcast we compare research studies from two sides of the globe with Adam Posner in Australia and Jame...

Newscast 2 - Spotlight on GDPR, the UK market & Blind Loyalty

24 Jun 2024

Contributed by Lukas

This week Rick Ferguson travels to the European Union for a look into the current state of General Data Protection Regulation compliance, Charlie Hill...

Newscast 1 - Episode 1 of our new podcast format!

10 Jun 2024

Contributed by Lukas

Newscast 1 - In our inaugural episode of the Loyalty Newscast we bring you the latest industry news, discuss proposed changes to the US credit card ma...

Newscast Introduction

10 Jun 2024

Contributed by Lukas

Quick summary of our new Loyalty Podcast which will be launched later today.

Podcast 63 - GenZ Views On Loyalty

06 May 2024

Contributed by Lukas

In this podcast we interview a global panel of GenZ consumers to find out what they want from loyalty. Who gets it right? Who gets it wrong? How can ...

Podcast 62 - What Brits want from loyalty?

02 Apr 2024

Contributed by Lukas

After years of slow decline in UK loyalty market has turned around over the last 2 years. In this podcast we review the latest research from Mando-Co...

Podcast 61 - Building CPG or FMCG brand loyalty.

04 Mar 2024

Contributed by Lukas

In this podcast we explore the rise of Direct to Consumer business models and how loyalty can help brands build a direct relationship with consumers. ...

Podcast 60 - The case for loyalty in difficult times

02 Feb 2024

Contributed by Lukas

In tough times what do you do when the marketing budget is cut? What is your response? How do you make the case for investing in customers? In this...

Podcast 59 - Predictions For 2024

02 Jan 2024

Contributed by Lukas

In this podcast the panel give their predictions for the loyalty industry in 2024 with special guests Adam Posner, Phil Gunter, Stuart Melim and Simon...

Podcast 58 - Review Of 2023

15 Dec 2023

Contributed by Lukas

In this podcast we take a light hearted review of 2023 by reminding the panel of their predictions for the year to see which came true. With special ...

Podcast 57 - Joyalty - The Science Of Magic Moments

15 Nov 2023

Contributed by Lukas

In this podcast we will explore how “Joyalty”, or surprising customers with moments of magic, can improve customer engagement. With special guest...

Podcast 56 - Sports Loyalty

19 Oct 2023

Contributed by Lukas

In this podcast we will explore how loyalty programs can work for brands that appear to have no loyalty problem at all. So how do sports clubs use lo...

Podcast 55 - Why NOT Loyalty?

19 Sep 2023

Contributed by Lukas

As our most listened to podcast to date have been “why loyalty?” it seems only fitting to cover off the alternative by asking “why NOT loyalty”...

Podcast 54 - Gen Z - Spotlight On University Loyalty

02 Sep 2023

Contributed by Lukas

In depth look at the mysteries of GenZ marketing by looking at university loyalty programs. With special guests Mark Rooker of Sheffield Hallam Unive...

Podcast 53 - Spotlight On South Africa

19 Jul 2023

Contributed by Lukas

In this podcast we discuss the growth of the loyalty market in South Africa and explore how it has become one of the leading loyalty markets in the Wo...

Podcast 52 - Changing Customer Needs 2023

20 Jun 2023

Contributed by Lukas

In this podcast we explore changing customers needs across Europe and Australia with special guests Charlie Hills and Adam Posner.

Pocast 51 - High Street Retail Winners And Losers

19 May 2023

Contributed by Lukas

In this episode we explore winners, losers and drivers of success in retail loyalty in the less well documented categories away from grocery, fuel and...

Podcast 50 - Bilt - A Loyalty Startup Sucess Story.

06 Apr 2023

Contributed by Lukas

In this episode we get to celebrate two things, firstly 50th podcast and secondly a success story from one of our very own by discussing the growth of...

Podcast 49 - Loyalty CXM Zurich Highlights

21 Mar 2023

Contributed by Lukas

Podcast 49 is out now. In this episode we review Loyalty CXM which was held in Zurich in March 2023. With Cristina Ziliani and Pavel Los.

Podcast 48 - What Can Loyalty Deliver and Benchmarks For Success?

24 Feb 2023

Contributed by Lukas

In this podcast we explore the questions we are asked most - what can loyalty deliver for me and what are my benchmarks for success. With special gue...

Podcast 47 - Web3 - What You Need To Know

26 Jan 2023

Contributed by Lukas

In this episode we will discuss Starbucks Odyssey and explore what the future holds for web3 and other NFT activities. With special guests Chris Mill...

Podcast 46 - Predictions for 2023

29 Dec 2022

Contributed by Lukas

In this episode we make our predictions for the loyalty industry in 2023 with special guests Phil Gunter, Adam Posner, Stuart Melim and Simon Morgan.

Podcast 45 - 2022 Reviewed

15 Dec 2022

Contributed by Lukas

In this podcast we make real the nightmare of revisiting our panel’s resolutions for 2022 and score them on how well they did. With special guests ...

Podcast 44 - Are customer's needs changing?

29 Nov 2022

Contributed by Lukas

In this podcast we explore how customers loyalty needs have changed since lockdown from three corners of the globe. With special guests David Andread...

Podcast 43 - Tiers Or Tears?

09 Nov 2022

Contributed by Lukas

In this podcast we explore where and when tiers work as a mechanic with special guests Phill Hawkins and Phil Gunter.

Podcast 42 - Maximising Hyper - Collectors

06 Oct 2022

Contributed by Lukas

In this episode we will explore how programs can work with, rather than against hyper-collectors. With Rob Burgess, Editor, Head for Points and Alan ...

Podcast 41 - Measuring Program ROI

09 Sep 2022

Contributed by Lukas

In this episode we explore the search for the loyalty industry's equivalent of the holy grail – how to measure overall program Return On Investment....

Podcast 40 - Status Match - Aquiring High Value Customers

20 Jul 2022

Contributed by Lukas

In this express episode we explore the role status matching can play in helping airlines win back high value customers. With Phil Gunter and Mark Ros...

Podcast 39 - Elevating Loyalty To The Boardroom

29 Jun 2022

Contributed by Lukas

Podcast 39 is out now! In this podcast we explore how program managers can ensure that loyalty has a place in boardroom discussions. With Adam Posne...

Podcast 38 - Loyalty Fraud

07 Jun 2022

Contributed by Lukas

In this podcast explore the ins and outs of loyalty fraud. How does it happen, how can it be managed and what steps can you take to make your program...

Podcast 37 - Learning About Loyalty

17 May 2022

Contributed by Lukas

In this podcast we explore learning about loyalty by discussing where loyalty professionals can turn to find out more about our fascinating industry. ...

Podcast 36 - Open Banking Extra Time

26 Apr 2022

Contributed by Lukas

Extra Time! As the discussion often continues after the mics close he is a behind the scenes view of what happened next with additional case studies ...

Podcast 36 - Open Banking

26 Apr 2022

Contributed by Lukas

In this podcast we explore the phenomenon of open banking and ask if it will really will be the “next big thing” in loyalty? With special guests ...

Podcast 35 - Loyalty Startups

05 Apr 2022

Contributed by Lukas

In this podcast we explore the keys to success for loyalty start-ups. On the panel I am joined by two regular contributors, Mark Ross-Smith and Stuar...

Podcast 34 - Why Programs Fail

15 Mar 2022

Contributed by Lukas

In this podcast we explore why programmes fail. With Phil Ginter and Alex Tavera the panel uses experience from hundreds of programs to explore what ...

Podcast 33 - Informal Loyalty

24 Feb 2022

Contributed by Lukas

In this podcast we will explore informal loyalty programmes and why brands may want to consider covert alternatives to a formal published loyalty stra...

Podcast 32 - Financial Fitness

03 Feb 2022

Contributed by Lukas

In this podcast we will explore what action you can take to ensure that your program is fit for 2022. With special guests Adam Posner and Stuart Meli...

Podcast 31 - 2022 New Years Loyalty Resolutions

18 Jan 2022

Contributed by Lukas

In this quick podcast we discuss New Year's resolutions that could make a big difference to your programme in 2022. With many familiar voices includ...

Podcast 30 - Predictions For 2022

17 Dec 2021

Contributed by Lukas

In this podcast we make our predictions for the loyalty industry in 2022 and have a laugh along the way to. With Phil Gunter, Stuart Melim, Craig Gri...

Podcast 29 - Review Of Our Predictions For 2021

07 Dec 2021

Contributed by Lukas

In this podcast we review our predictions for 2021, compare then to what actually happened and have a laugh along the way to. With Phil Gunter, Stuar...

Podcast 28 - Interview With Bryan Pearson

24 Nov 2021

Contributed by Lukas

In this podcast we break from our usual format to interview loyalty legend Bryan Pearson, bestselling author of The Loyalty Leap and former President ...

Podcast 27 - Keys to Success in telco or utility loyalty programmes

08 Nov 2021

Contributed by Lukas

In this podcast we explore the unique challenges of building a successful loyalty strategy for a telco or utility companies. With special guests Cami...

Podcast 26 - B2B Loyalty

22 Sep 2021

Contributed by Lukas

In this podcast we explore the growing phenomena of Business-to-Business loyalty programmes where companies reward clients for purchasing products rat...

Podcast 25 - Loyalty Wallets - Opportunity Or Threat?

02 Sep 2021

Contributed by Lukas

In this podcast we explore loyalty wallets and ask if they are a threat or an opportunity for programme managers. With special guests Radinck van Vol...

Podcast 24 - Can Loyalty Solve Big Issues?

11 Aug 2021

Contributed by Lukas

In this podcast we explore if loyalty can have an influence beyond marketing and help solve wider problems with society. With special guests Dave Can...

Pod 23 - Small Changes That Make A Big Difference

30 Jul 2021

Contributed by Lukas

In this podcast we explore how small tweaks to a programme can make a big difference. With special guests Stuart Dinnis, Phil Gunter, Craig Grimshaw a...

Podcast 22 - Merchant Funded Rewards

14 Jul 2021

Contributed by Lukas

In this podcast we explore how merchant funded rewards can drive $ millions in revenue for loyalty programmes and how programme managers can plan for ...

Podcast 21 - Blockchain Loyalty

29 Jun 2021

Contributed by Lukas

In this podcast an expert panel explain what blockchain and crypto currency is and how this technology can be best applied to loyalty and loyalty prog...

Podcast 20 - Loyalty Myth Busting

11 Jun 2021

Contributed by Lukas

In this podcast we debunk some of the myths and miss-understandings that we have seen in our time in the industry. With special guests Phil Gunter, J...

Podcast 19 - Is Loyalty Art Or Science?

25 May 2021

Contributed by Lukas

Is driving success in loyalty an art or a science? In this episode Alan Lias and Craig Grimshaw explore how creativity plays a critical roll in devel...