Loyalty Wired

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.

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.

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.

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.

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.