The Loyalty Podcast

Hosted by New World Loyalty

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Episodes

127

Latest episode

Oct 2026

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About the show

The Loyalty Podcast from New World Loyalty brings together leading voices from across the industry to explore the latest ideas, innovations and challenges in customer loyalty. Hosted by Iain Pringle, the series combines in-depth conversations with industry experts and lively Newscast discussions on the news and trends shaping loyalty around the world.

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60 recent

October 15, 202637 min

Podcast 94 - The AI Loyalty Manager: Time to Rethink the Role?

AI is changing loyalty management. But are we ready to rethink the role itself? Donald Baal (NASCAR), Matteo Costa (formerly TK Maxx) and Jan-Pieter Lips (Capillary Technologies) explore how AI is reshaping the way loyalty programmes operate. From automating everyday tasks to fundamentally changing team structures, responsibilities and decision-making, this conversation raises a bigger question: If you were building a loyalty team from scratch today, would it look anything like the one you have now?

September 28, 202641 min

Podcast 93 – Loyalty Is Growing. So Why Is Engagement Getting Harder

Loyalty membership is growing around the world. But customers are becoming more selective about the programmes they actually use. Ian Pringle is joined by Charlie Hills of Mando Connect and Adam Posner of The Point of Loyalty to compare years of loyalty research across Europe and Australia. They explore what customers now expect, why value and simplicity matter more than ever, and how personalisation, partnerships and gamification could shape what comes next.

September 14, 202633 min

Newscast 30 - The Value of Nothing

What is a reward actually worth? Newscast 30 explores how coffee, digital badges, streaks and access can influence behaviour—and when low- or no-cost rewards create real commercial value. Featuring Amanda Cromhout, Tom Peace, Anya Jones, Dr Jacqui Nortje, Caroline Papadatos and Dom Winchester.

August 10, 202634 min

Podcast 92 - AI in Loyalty - From Automation to Transformation

AI is changing loyalty — but the real opportunity isn't automation. It's transformation. In this episode, leaders from McDonald's, Kobie and former Nike executive Linda Cereda explore what it really takes to build AI into loyalty: from rethinking culture, operating models and decision-making to creating more relevant and valuable customer experiences. They discuss why technology alone won't deliver the promise of AI, why data and human judgement matter more than ever, and where brands must draw the line between helpful personalisation and surveillance.

July 27, 202634 min

Newscast 29 - Who Owns Loyalty?

Who owns the value created by loyalty? In Newscast 29, Gary Leff unpacks Marriott Bonvoy’s tensions with hotel owners, Rob Burgess assesses TUI’s first loyalty programme, and Roger Williams explains the wave of loyalty-tech deals. Plus, the latest headlines and data shaping the industry.

July 13, 202645 min

Podcast 91 – Personalisation with Purpose

Everyone talks about personalisation, but very few brands get it right. In this episode, experts from Vinted, Elkjøp and R-Cubed explore how to create more relevant customer experiences through better data, smarter testing and a relentless focus on solving customer problems.

June 26, 202636 min

Podcast 90 - The Future of Loyalty Partnerships

Partnerships have always been at the heart of loyalty programmes. But the way they work is changing. In this episode of The Loyalty Podcast, Iain Pringle is joined by Dom Winchester (Nectar360), Madeleine Svantesson (SAS EuroBonus) and Vilde Bergan (Spenn) to explore how partnership models are evolving. From coalition programmes and flexible currencies to payment integration, open banking and data collaboration, they discuss how brands are creating more connected loyalty ecosystems. If you work in loyalty, partnerships or customer strategy, this episode offers a fascinating look at where the industry is heading.

May 12, 202644 min

Podcast 89 - Loyalty - The Case for Change

Loyalty programmes are under pressure to change. In this episode, leaders from Decathlon, Uber and B&Q explore why brands must move beyond discount addiction towards smarter, more sustainable loyalty strategies built around data, engagement and customer value.

April 21, 202635 min

Podcast 88 - Emotional Loyalty

Most loyalty programmes are built on rational exchanges: points, rewards and incentives. But that is only part of the story. In this episode Iain Pringle is joined by Max Kenkel, Vicky Elliot and Adam Posner to explore emotional loyalty — the moments of recognition, surprise, service and human connection that make customers feel something, not just earn something. They discuss why emotional loyalty matters now, where brands get it right and wrong, and how loyalty teams can start building more meaningful moments without losing commercial discipline. If you work in loyalty, customer experience or brand strategy, this episode is full of practical ideas.

March 23, 202632 min

Newscast 28 - Status Wars and Loyalty Tech Consolidation

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 (Loyalty Status Co) explore what British Airways’ move to spend-based status means — and why competitors are already moving to take advantage. At the same time, Jan Pieter Lips (Capillary) and Tom Shapira (Wellesley Hills Financial) unpack Capillary’s acquisition of SessionM, and what it reveals about scale, valuation and the future of loyalty technology. If you run a loyalty programme, this episode matters. Sponsored by Loyalty Status Co.