Let's Talk Loyalty

Ahold Delhaize USA: Rethinking Loyalty in the Age of Personalisation & AI (#804) 17.09.2026 32min

This episode is sponsored by Epsilon.Loyalty Buyer's Guide from Epsilon - a free practical guide to help you evaluate loyalty platform options. Download it here now. ------------------------------------------------------------------------------Our guest today is Megan Chickrell, Sr. Manager, Loyalty Strategy Ahold Delhaize USA. Megan is a dynamic marketer and a force in the grocery sector, just named as one of Progressive Grocer's 2026 Top Women in Grocery: Rising Stars! Ahold Delhaize USA is a division of global food retailer Ahold Delhaize operating multiple brands in the US which taken together comprise the largest grocery retail group on the East Coast and the fourth largest in the nation.Megan was interviewed in October 2024 by Paula Thomas, where they talked through current loyalty initiatives at Ahold Delhaize USA. In this episode, host Bill Hanifin, CEO Wise Marketer Group expands on this conversation, discussing the evolution of loyalty and personalization, how customer expectations are evolving alongside technology and AI, and the unique opportunities and challenges for customer marketing in the grocery sector.Note: A small portion of the audio in this episode has been adjusted using AI voice cloning to correct a few mispronounced words. This was used only to fix pronunciation — the content, meaning, and speakers' original statements remain exactly as recorded. No AI-generated commentary or altered content has been added.Show Notes:1) Megan Chickrell2) Ahold Delhaize USA.3) The Calamity Club

Epsilon: Beyond Points — Why Loyalty Must Become a Long-Term Business Strategy (#803) 10.09.2026 40min

This episode is sponsored by Epsilon.Loyalty Buyer's Guide from Epsilon - a free practical guide to help you evaluate loyalty platform options. Download it here now. ------------------------------------------------------------------------------What happens when points, discounts and rewards are no longer enough to earn lasting customer loyalty?Elie Carrier-Walker, Vice President, International Client Services, Loyalty at Epsilon, explores how loyalty is evolving from a traditional marketing programme into a strategic business capability.Elie shares why successful loyalty strategies need to go beyond transactional rewards to build trust, emotional connection and long-term brand preference. We discuss the balance between transactional and emotional loyalty, the role of brand reliability, and why loyalty needs to be embedded across the wider business — not treated as simply another marketing initiative.We also explore some of the most common reasons loyalty programmes fail to deliver lasting value, and what brands can do differently to create stronger customer relationships and sustainable growth.This episode is sponsored by Epsilon. Epsilon has been helping clients deliver on their loyalty objectives globally for more than 50 years. Today, Epsilon Loyalty combines deep loyalty expertise with market leading technology to create growth-based programmes that fundamentally change habits and deliver measurable long-term value.Hosted by Charlie HillsShow Notes:1)Elie Carrier-Walker2)Epsilon3)The Team of Rivals by Doris Kearns.

Baker’s Delight: The Recipe for Emotional Loyalty (#802) 03.09.2026 41min

This episode is sponsored by Epsilon.Loyalty Buyer's Guide from Epsilon - a free practical guide to help you evaluate loyalty platform options. Download it here now. ------------------------------------------------------------------------------What happens when a loyalty programme becomes deeply connected to the brand customers already love?In this episode we are joined by Pascale McBain, Head of Digital Customer Experience at Baker’s Delight, to explore how Dough Getters is strengthening customer relationships across more than 500 bakeries in Australia.Pascal shares how Baker’s Delight uses loyalty data to understand customer behaviour, why research revealed that awareness—not rewards—was the biggest opportunity, and how Dough Getters is driving emotional connection, advocacy and commercial value.She also discusses the importance of simplicity and frictionless experiences, the role of personalisation, engaging franchisees across a complex network, and how customer data is shaping the future of the programme.A fascinating conversation about building loyalty by combining brand love, customer insight, simplicity and meaningful rewards.Hosted by Carly Neubauer Show Notes:1) Pascale McBai2)Baker’s Delight3) Dough Getters4) The Chimp Paradox by Professor Steve Peters (Book Recommendation)

Inside Vinted's CRM Strategy with Timothy Lange (#801) 27.08.2026 44min

This episode is sponsored by Epsilon.Loyalty Buyer's Guide from Epsilon - a free practical guide to help you evaluate loyalty platform options. Download it here now. ------------------------------------------------------------------------------In this episode, Charlie Hills interviews Timothy Lange, CRM Lead at Vinted, a brand well known and loved by listeners. Tim leads the CRM team's messaging as the company transitions from a fashion resale platform to a multi-category marketplace and continues its expansion across Europe. His focus is on driving engagement, personalisation, and improving the Vinted experience for millions of members.In this episode, listeners will learn all about Vinted, how the brand manages loyalty, and key insights and innovations to look out for.Loyalty marketing professionals are invited to join the show every week to hear the latest ideas and insights from loyalty experts around the world.Show Notes:1) Timothy Lange,2) Vinted3) Quiet by Susan Cain (Book Recommendation)

Trust, Not Technology: Alice Sesay Pope on Leading AI Transformation That Customers—and Employees—Actually Believe In (#800) 25.08.2026 45min

This episode is sponsored by Epsilon.Loyalty Buyer's Guide from Epsilon - a free practical guide to help you evaluate loyalty platform options. Download it here now. -------------------------------------------------------------------------------Today’s episode is in Audio only.In this episode, our host Nyeleti is joined by Alice Sesay Pope, a Fortune 100 executive, former Global Vice President at Amazon, and author of The Trust Algorithm, to explore why the hardest part of AI adoption isn't the technology at all—it's the trust required to use it well.Drawing on more than two decades of leadership across Amazon, Visa, Microsoft, Capital One and USAA, Alice makes the case that transformation succeeds or fails on people, governance and judgment long before it succeeds or fails on technology. The conversation moves from how leaders diagnose which problems genuinely call for AI, to what builds a customer's confidence to engage rather than hesitate, to what effective governance and accountability actually look like once AI moves from framework to lived, high-stakes experience.A central theme is that this wave of transformation is different from those that came before it - not because it changes how work gets done, but because it changes who, or what, is doing the thinking. Nyeleti and Alice discuss what that shift means for how people behave inside organisations, and for loyalty and CX professionals in particular, who are often influencing AI transformation rather than leading it.This episode offers a grounded, leadership-first perspective for anyone building customer loyalty in an environment where trust, not technology, is the real currency of transformation.Show notes:1) Alice Sesay Pope2) The Trust Algorithm3) Good to Great - Jim Collins (Book Recommendation)

Telstra Plus: Moving Beyond Points to Create Emotional Loyalty and Customer Value (#799) 20.08.2026 41min

This episode is sponsored by Epsilon.Loyalty Buyer's Guide from Epsilon - a free practical guide to help you evaluate loyalty platform options. Download it here now. -------------------------------------------------------------------------------Tomas Warden, Group Owner of Digital Customer Success at Telstra, shares how Telstra Plus is moving beyond points and rewards to create meaningful customer experiences, drive retention and build emotional loyalty.Discover how Telstra is using digital innovation, travel partnerships and customer-centric experiences to make loyalty a powerful strategic lever.Hosted by Carly Neubauer Show Notes: 1) Tomas Warden2) Telstra3) Telstra Plus4) Diary of a CEO by Stephen Bartlett.

Best of the Back Catalogue 2020: Paul Smitton on Asia Miles, Innovation & the Future of Airline Loyalty (#798) 18.08.2026 51min

This episode is sponsored by Epsilon.Loyalty Buyer's Guide from Epsilon - a free practical guide to help you evaluate loyalty platform options. Download it here now. -------------------------------------------------------------------------------As part of our Best of the Back Catalogue, we’re revisiting a fascinating conversation with Paul Smitton, now President, International and Partnerships at Ascenda and formerly CEO of Asia Miles ( now Cathay / the Cathay Membership Programme.)A true loyalty industry veteran, Paul shares insights from his remarkable career, from his “baptism of fire” building Air New Zealand’s first loyalty programme in 1991 to leading one of Asia’s most recognised loyalty programmes, Asia Miles.In this episode, Paul explores the importance of customer focus and innovation, sharing his thinking on blockchain, WhatsApp and the evolution of Asia Miles’ partnerships across dining and eCommerce.It’s a great conversation filled with practical insights, memorable stories and a powerful reminder of what it means to have a true loyalty mindset.The episode was released in 2020.Show Notes:1) Paul Smitton2) Cathay / the Cathay Membership Programme3)#65: Paul Smitton talks Asia Miles, Innovative Ideas in Airline Loyalty and Preparing for Travel's Inevitable Rebound

Dave Canty: Celebrating One of our Industry's Most Respected Leaders (#797) 13.08.2026 44min

This episode is sponsored by Epsilon.Loyalty Buyer's Guide from Epsilon - a free practical guide to help you evaluate loyalty platform options. Download it here now. -------------------------------------------------------------------------------Dave Canty needs minimal introduction to the world of loyalty. He is the 2026 International Loyalty Personality of the Year, and this interview we'll engage all loyalty professionals as we learn from Dave and his rich loyalty career.With a career spanning three decades and across multiple industries of airlines, retail, hospitality, and now at Bilt Rewards, Dave shares his approach to all loyalty challenges and what has made a difference in the business he's worked in and his own personal career.The current role he's playing at Bilt Rewards is illustrative of the courageous approach he takes in changing consumers' lives and changing the business through loyalty.Show Notes:1)Dave Canty2)International Loyalty Personality of the Year,3)Bilt Rewards4) The Element: How Finding Your Passion Changes Everything

Best of the Back Catalogue 2020: Vodacom South Africa Launches Vodabucks (#796) 11.08.2026 44min

This episode is sponsored by Epsilon.Loyalty Buyer's Guide from Epsilon - a free practical guide to help you evaluate loyalty platform options. Download it here now. -------------------------------------------------------------------------------This episode from our Best of The Back Catalogue explores how Vodacom South Africa launched Vodabucks back in 2020, an innovative loyalty programme designed to recognise, reward and drive customer behaviour.Jorge Mendes, Former Chief Officer, Consumer Business Unit, shares how Vodacom uses gamification, brand partnerships and global loyalty best practices to build engagement and drive profitable customer behaviour.Mr. Mendes is now the Chief Executive Officer of Cell C and has been since July 2023.Show Notes:1) Vodabucks2)Jorge Mendes - now Chief Executive Officer of Cell C South Africa3)#63: Vodacom South Africa Launches Vodabucks

Audience Rewards: Transforming Broadway Loyalty Through Fan Engagement (#795) 06.08.2026 43min

This episode is sponsored by Epsilon.Loyalty Buyer's Guide from Epsilon - a free practical guide to help you evaluate loyalty platform options. Download it here now. -------------------------------------------------------------------------------In this episode, we bring Audience Rewards President Katie Dalton to center stage. Katie leads the ongoing development and operation of Audience Rewards, while also serving as Co-Founder of The Broadway Women’s Alliance.Audience Rewards is the only loyalty programme dedicated to Broadway and has continued to evolve into a best-in-class audience engagement platform. Founded by the primary theatre owners, the programme helps shows better understand, engage and retain theatregoers, while creating new opportunities to connect Broadway with audiences and partners in meaningful ways.Under Katie’s leadership, Audience Rewards has expanded its role in transforming how Broadway connects with fans—leveraging loyalty, partnerships and customer insights to create deeper relationships with theatre audiences.Hosted by Bill HanifinShow Notes:1) Katie Dalton2)Audience Rewards3) Broadway4) Tiny Beautiful Things (Book Recommendation)

Best of the Back Catalogue: What makes a Coalition Loyalty Programme Truly Successful?(#794) 04.08.2026 42min

This episode is sponsored by Epsilon.Loyalty Buyer's Guide from Epsilon - a free practical guide to help you evaluate loyalty platform options. Download it here now. -------------------------------------------------------------------------------In this Best of the Back Catalogue episode, former Yuu Rewards COO Mark Sage shares the story behind building one of Hong Kong's most successful loyalty programmes, from complex technology integrations to creating a customer experience that truly resonated.🎧 Listen now to discover the lessons behind a standout loyalty launch.Show Notes:1) Yuu Rewards2) Mark Sage3) #61: Yuu Rewards, Hong Kong's New Coalition Programme

7-Eleven: Loyalty, AI & Redefining Convenience for the Next 100 Years (#793) 30.07.2026 48min

This episode is sponsored by Epsilon.Loyalty Buyer's Guide from Epsilon - a free practical guide to help you evaluate loyalty platform options. Download it here now. -------------------------------------------------------------------------------This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.In this episode, Nyeleti reconnects with Raghu Mahadevan, Executive Vice President, Chief Digital Officer and Chief Information Officer at 7-Eleven, five years after his first appearance on the show, to explore how one of the world's most iconic retailers is evolving its loyalty, digital, and AI strategy.The conversation explores the growth of 7Rewards, the integration of Speedy Rewards, and how personalization is expanding across fuel, in-store, and digital experiences to create more connected customer journeys.A key theme is that innovation is rarely a straight line. From mobile checkout and conversational AI to customer engagement and loyalty, Nyeleti and Raghu discuss why successful innovation depends on continuous testing, learning, and knowing when to pivot as customer expectations evolve.Looking ahead to 7-Eleven's centenary, they explore what the future of convenience looks like—and how loyalty, technology, and customer insight will shape the next 100 years.This episode offers a practical perspective on building loyalty at scale while continuously redefining convenience.Hosted by Nyeleti Sue-Angel Nkuna.Show Notes:1) Raghu Mahadevan2) 7-Eleven3) 7Rewards4) Proximity - Book recommendation5)#161: 7-Eleven Shares Secrets to Success & Driving Loyalty with 7REWARDS.

Best of the Back Catalogue: How BP Built Global Loyalty Beyond Points (#792) 28.07.2026 46min

This episode is sponsored by Epsilon.Loyalty Buyer's Guide from Epsilon - a free practical guide to help you evaluate loyalty platform options. Download it here now. -------------------------------------------------------------------------------In this Best of the Back Catalogue episode of Let's Talk Loyalty, we revisit a conversation with BP, one of the world's largest fuel retailers.Olivier Martinet, who led BP's loyalty initiatives for more than 26+years, shares how the company tailors its digital platforms and loyalty strategies to different market needs while maintaining global standards. From moving beyond points to delivering mass-personalised experiences, this episode explores how BP drives meaningful customer loyalty at a global scale.Show Notes:1)Olivier Martinet - Former VP Global Retail Marketing, Insights & Loyalty2) BP3) #60: BP Discusses Driving Loyalty in Fuel & Convenience Globally

The Loyalty Roast: Challenging Loyalty Myths (#791) 23.07.2026 43min

This episode is sponsored by Epsilon.Loyalty Buyer's Guide from Epsilon - a free practical guide to help you evaluate loyalty platform options. Download it here now. -------------------------------------------------------------------------------What happens when two loyalty experts stop agreeing and start challenging everything?Adam Posner and Carly Neubauer bring their bold, unscripted Loyalty Roast format to Let's Talk Loyalty & Loyalty TV , tackling the biggest debates shaping the industry today.From whether friction can actually strengthen experiences, to the truth behind emotional loyalty and the risks of disguising benefit cuts as improvements, this episode delivers honest opinions, fresh perspectives, and a provocative look at the future of loyalty in the age of AI.Hosted by Charlie Hills Show Notes:1) Adam Posner2) Carly Neubauer3) Unreasonable Hospitality - Book recommendation4) Behave - Book recommendation

Best of the Back Catalogue: How Wiiv Rewards United Mauritius Through Loyalty (#790) 21.07.2026 45min

This episode is sponsored by Epsilon.Loyalty Buyer's Guide from Epsilon - a free practical guide to help you evaluate loyalty platform options. Download it here now. -------------------------------------------------------------------------------In this Best of the Back Catalogue episode of Let's Talk Loyalty, we revisit the story of Wiiv Rewards, Mauritius' pioneering coalition loyalty programme launched by IBL Group.Designed to unite leading brands across grocery, pharmacy, transport and leisure, Wiiv built a community-first loyalty ecosystem that quickly gained international recognition. In 2018, the programme won the Regional Loyalty Champion Award for the Middle East & Africa and was Highly Commended for Best New Loyalty Programme Launch at the Loyalty Magazine Awards.A timeless conversation exploring coalition loyalty, community engagement and the strategies behind one of Africa's most celebrated loyalty programme launches.Show Notes:1)Wiiv Rewards, Mauritius2)Delphine Lagesse3) Cécile Henry4)#57: Award-winning loyalty programme in Mauritius - Wiiv Rewards

Beyond the Account Balance with PNC TotalRewards (#789) 16.07.2026 53min

This episode is sponsored by Epsilon.Loyalty Buyer's Guide from Epsilon - a free practical guide to help you evaluate loyalty platform options. Download it here now. -------------------------------------------------------------------------------Wise Marketer Group's CMO, Aaron Dauphinee, connects with PNC Bank's Head of Loyalty Strategy and Platforms, Victoria Dravneek, to talk about how PNC Bank is building genuine customer loyalty in a category where trust is the product - and what the launch of PNC TotalRewards tell us about the future of relationship banking.In April 2026, PNC Bank officially launched PNC TotalRewards — a new relationship-based loyalty program that gives clients a clear, structured way to see the value of their banking relationship and earn greater benefits as that relationship grows. With Silver, Gold, and Platinum tiers tied to relationship depth — and benefits spanning enhanced credit card rewards, elevated savings rates, cash rewards on lending, and priority servicing — PNC TotalRewards represents one of the most substantive loyalty moves a major U.S. bank has made in years.Show Notes:1) Victoria Dravneek2) PNC Bank3) PNC TotalRewards4) Ultimate Question by Fred Reichheld

Best of the Back Catalogue | The Story of Vodafone's VeryMe Rewards #788 14.07.2026 32min

This episode is sponsored by Epsilon.Loyalty Buyer's Guide from Epsilon - a free practical guide to help you evaluate loyalty platform options. Download it here now. -------------------------------------------------------------------------------In this Best of the Back Catalogue episode, we revisit our conversation with Camilo Courtenay, Former Loyalty Product Manager for Vodafone UK's award-winning VeryMe Rewards programme.Launched in 2018, VeryMe Rewards has become a standout example of customer loyalty in the highly competitive telecommunications sector, delivering personalised experiences and driving nearly 30 million reward redemptions in just two years.Camilo shares how Vodafone uses partnerships, personalisation and customer feedback to create meaningful rewards that go beyond transactions. He also explores the brand's innovative gifting strategy, designed to build emotional loyalty by delighting customers and even extending value to their family and friends.This episode is packed with practical insights for loyalty professionals looking to strengthen retention, create emotional connections and design loyalty programmes that stand out in crowded markets.Show Notes:1) Camilo Courtenay2) Vodafone UK3) VeryMe Rewards 4) #55: Vodafone UK's Loyalty Programme - Very Me Rewards with Camilo Courtenay

ITA Group Research Reveals Powerful Loyalty Drivers (#787) 09.07.2026 49min

Today’s edition of Let’s Talk Loyalty and Loyalty TV discusses ITA Group’s latest loyalty research “Quantifying Customer Loyalty’s Hidden Drivers”, featuring educational and actionable insights around the power and importance of emotional connection.Our guest is Chris Jones, Senior Vice-President for ITA Group.Based in the USA and 100% employee owned, ITA Group is a global engagement and loyalty consulting company that helps clients improve business performance through experiences, incentives, loyalty programs, research, and technology.Chris unpacks this research showing that emotionally connected customers visit 8x more often and spend about a third more than other customers, using real examples from leading brands like Casey's, North Face, and Chewy.The research also shows why frontline employees can make or break a program, and where AI genuinely adds value in personalization at scale.Hosted by Bridget Blaise-ShamaiThis episode is sponsored by ITA Group,Inc.Show Notes: 1)Chris Jones2) ITA Group Research: Quantifying customer loyalty’s hidden drivers3) ITA Group Research: Transforming Customer Loyalty Programs4) For more information about ITA Group’s Customer Loyalty Solutions: https://www.itagroup.com/what-we-do/customer-loyalty5)Book recommendation: How Great Ideas Happen: The Hidden Steps Behind Breakthrough Success:

Best of the Back Catalogue | How Shell Built Global Loyalty Success (#786) 07.07.2026 41min

This episode is sponsored by Epsilon.Loyalty Buyer's Guide from Epsilon - a free practical guide to help you evaluate loyalty platform options. Download it here now. -------------------------------------------------------------------------------This week, we're revisiting a standout episode from the Let's Talk Loyalty's back catalogue, first released in 2020. Pavel Los, Former Global Loyalty Manager at Shell, shares how one of the world's largest brands built award-winning loyalty programmes across multiple markets—covering customer value, partnerships, meaningful measurement and sustainability.Six years on, these insights remain just as relevant for anyone designing loyalty strategies today.Show Notes:1) Pavel Los2) Shell Go+3) Shell Clubsmart4) #53: Driving Loyalty in Shell worldwide - Pavel Los shares insights on his award-winning loyalty programmes

Beyond the Points: What Loyalty Really Means | The Nudge Lab (#785) 02.07.2026 49min

This episode is sponsored by Epsilon.Loyalty Buyer's Guide from Epsilon - a free practical guide to help you evaluate loyalty platform options. Download it here now. -------------------------------------------------------------------------------Dr Kaveer Maharaj, CEO of The Nudge Lab, who holds a PhD in Loyalty and Behavioural Science joins Let's Talk Loyalty and Loyalty TV to challenge how the industry defines and measures loyalty.Together we explore whether "loyalty programmes" is even the right term, the three types of loyalty (including the one often overlooked), and why brands struggle to measure true customer value beyond transactions and points. The discussion also highlights key industry challenges, from capability gaps to quantifying emotional and behavioural loyalty in a commercially meaningful way.A thought-provoking conversation on whether the industry is truly measuring what matters.Hosted by Lisa Brightwell.Show Notes: 1) Dr Kaveer Maharaj2)The Nudge Lab3)The Psychology of Money by Morgan Housel

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