Let's Talk Loyalty

AI platforms are changing how customers discover brands.
Phaedon is leading the discussion on what this fundamental shift means for loyalty leaders like you.
Sign up for their live session at loyaltyinsiders.com.
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We revisit insights from Dell’s Mitch Kennedy on how one of the world’s most iconic technology companies is “powering the next technological revolution” through loyalty and engagement innovation.
With a strong focus on clear and measurable business outcomes, Mitch shares perspectives on the effectiveness of transactional rewards, the growing role of gamification, and the importance of understanding human psychology in shaping customer behaviour. The conversation also highlights the evolution and global impact of Dell’s Advantage Rewards programme and broader loyalty initiatives.

Show Notes:
1) Mitch Kennedy
2) Dell Advantage Programme
3) Book: Drive: The Surprising Truth about What Motivates Us by Daniel Pink
4) Book: Actionable Gamification by Yu-Kai Chou
5) #46: Dell's Global Loyalty Lead - Exploring Gamification

Zeta Global explores how organisations can unlock the full value of loyalty data and turn it into a powerful driver of customer growth, in conversation with Georgia Gkolfinopoulou and Chad S.White. Despite widespread recognition of loyalty programs as key engagement engines, many brands still struggle to translate data into action.
Drawing on insights from a Forrester Consulting study, the discussion highlights persistent challenges including fragmented MarTech stacks, siloed systems, and limited data integration. While most organisations collect first- and zero-party data, many lack the infrastructure and alignment needed to activate it effectively across channels.
Georgia and Chad, outline a clear path forward—centralised customer data, advanced analytics, and true omnichannel orchestration—alongside the growing role of AI, data augmentation, and intent signals. Together, these capabilities are reshaping loyalty from a transactional tool into a long-term customer relationship and growth engine.
Hosted by Bridget Blaise-Shamai
This episode is sponsored by Zeta Global
Show Notes:
1)Zeta Global
2)Georgia Gkolfinopoulou
3)Chad S.White
4)Forrester Consulting study
5) Start with Why - Simon Sinek - Book Recommendation by Georgia
6) The Checklist Manifesto - Book Recommendation by Chad
7) Email Marketing Rules book by Chad S. White

AI platforms are changing how customers discover brands.
Phaedon is leading the discussion on what this fundamental shift means for loyalty leaders like you.
Sign up for their live session at loyaltyinsiders.com.
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When Sky recognised that loyal customers didn't always feel rewarded for their commitment, it transformed its approach to customer loyalty.
In this classic Let's Talk Loyalty episode, Rob Chandler , Former Head of Customer Loyalty shares the story behind Sky VIP – the industry's first tenure-based programme built on the promise that "the longer you stay, the better it gets."
From exclusive experiences to innovative ways of saying thank you, this episode offers timeless insights into creating loyalty that lasts.
Show Notes:-
1) Rob Chandler
2) Sky VIP
3) #39: Sky VIP UK with Head of Customer Loyalty, Rob Chandler

AI platforms are changing how customers discover brands.
Phaedon is leading the discussion on what this fundamental shift means for loyalty leaders like you.
Sign up for their live session at loyaltyinsiders.com.
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Laurie Blair, SVP of Global Marketing & Loyalty at Hyatt, joins us today to unpack how Hyatt is redefining loyalty through its purpose of care. From “Empathy + Action = Care” to AI-driven personalization, strategic partnerships, and transparent reward design, Lloyd reveals how World of Hyatt continues to outpace expectations in hospitality loyalty. This episode explores how emotional connection, not just points, is shaping the future of loyalty.
Hosted by Bridget Blaise – Shamai

Show Notes:
1) Laurie Blair
2) Hyatt
3) Unreasonable Hospitality.

AI platforms are changing how customers discover brands.
Phaedon is leading the discussion on what this fundamental shift means for loyalty leaders like you.
Sign up for their live session at loyaltyinsiders.com.
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As loyalty programmes continue to evolve, some of the most valuable lessons come from brands that focused on simplicity and customer value from the start.
In this episode of Let's Talk Loyalty, we revisit the story of the ebookers Bonus+ Rewards Programme, launched by online travel agency ebookers in 2016. Designed to be straightforward, generous, and mobile-first, Bonus+ demonstrated how travel brands could use loyalty to create meaningful differentiation in a highly competitive market.
Listen back as the team shares how they built the programme, the key performance indicators that mattered most, and how they adapted their thinking around member needs and expectations during the unprecedented challenges of the COVID-19 pandemic.
Since this conversation was first recorded, ebookers' parent company, Expedia Group, has continued to consolidate its loyalty strategy across its portfolio of travel brands. Looking back, this episode provides a fascinating snapshot of a period when individual travel brands were developing distinctive loyalty propositions of their own, offering lessons that remain highly relevant for loyalty professionals today.
Whether you're interested in travel loyalty, digital engagement, or the enduring power of keeping loyalty simple, this episode is well worth revisiting.
Show Notes:
1) Nicki Helfet
2) ebookers Bonus+ Rewards Programme
3) Expedia Group
4) #38: ebookers Bonus+ Rewards Programme