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This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. Scene+ is a Canadian customer loyalty the program that was born from the union of Cineplex's SCENE program and Scotiabank's Scotia Rewards, and it has grown dramatically since. Today, Scene+ has more than 15 million members and is co-owned by Scotiabank, Empire Company Limited (2nd largest food retailer, Sobeys and other brands), and Cineplex (largest movie theatre operator). It spans categories including entertainment, groceries, travel, banking, home improvement — and now, as of early 2026 in partnership with Shell, fuel — making it one of the most comprehensive loyalty ecosystems in Canada. Wise Marketer Group's CMO Aaron Dauphinee sits down with the President of Scene+, Tracey Pearce to have a candid conversation about the growth at Scene+, how and why the loyalty landscape has shifted in Canada, and her focus on maximizing value for her members. Show Notes: 1) Tracey Pearce 2)Scene+ 3) Wolf Hall - Book Recommendation

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. This Best of the Back Catalogue episode revisits the story of an award-winning UK loyalty programme from British Gas, created to drive real customer appreciation in a highly regulated and competitive market. Featuring insights from Charlie Hills from Mando and Cathryn (Lewis) Lodwidge, Former Head of Customer Marketing at British Gas we explore how British Gas Rewards moved away from complexity to deliver simplicity, exclusivity, and measurable impact—successfully reducing churn and increasing NPS across millions of customers. A powerful reminder that with the right vision, data, and leadership support, loyalty programmes can be built at speed and scale while delivering meaningful customer value. Show Notes: 1) Cathryn (Lewis) Lodwidge 2)British Gas Rewards 3)British Gas 4) #16: British Gas Rewards - Award Winning Loyalty Programme

In this special episode of Let’s Talk Loyalty & Loyalty TV, we introduce The World’s Largest Loyalty Programs™, a first-of-its-kind global report exploring the scale, reach, and influence of the biggest loyalty initiatives in the world. Created through a year of expert collaboration, authors Paula Thomas, Laurent Guinand, and Rich Long reveal the brands building extraordinary customer communities with memberships reaching into the hundreds of millions. In this episode, you’ll: Discover which are the largest loyalty programs on the planetDiscover the ONLY program in the world which boasts over half a BILLION membersFind out the 10 programs with over 200 million members eachPlus uncover an amazing list of brands with over 100 million members each If you’re passionate about loyalty like we are, this is an episode you won’t want to miss. DOWNLOAD this landmark industry publication—bringing together deep industry experience and a shared passion for loyalty at scale. This episode is sponsored by Capillary Technologies and hosted by Megan (Sherrell) Fiorendino. Show Notes: 1) The World's Largest Loyalty Programs™ 3) Paula Thomas 4) Laurent Guinand 5) Rich Long

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. We’re revisiting one of our standout conversations from the archives in this Best of the Back Catalogue episode. Originally released in November 2019, this discussion features insights from KPMG, one of the world’s leading professional services firms and part of the “Big Four,” with operations in over 150 countries. In this episode, we explore KPMG’s advisory work in customer experience and loyalty, along with key findings from its global research report, “The Truth about Customer Loyalty”. The report uncovers what truly drives consumers to return to brands, challenging conventional thinking around loyalty and engagement. We also revisit an in-depth interview with Selim Tanfous, Former Associate Director at KPMG Lower Gulf, who breaks down the findings of the report and shares expert perspectives on how businesses can build stronger, more lasting customer relationships. A timeless conversation that remains highly relevant for anyone interested in customer experience, loyalty, and brand strategy. Show Notes: 1) Selim Tanfous 2)The Truth About Customer Loyalty - 2019 edition 3)Customer Experience Report 2019 edition. 4)Me, My Life, My Wallet (2018 KPMG Loyalty Research Report) Other Loyalty Resources: 5)Loyalty 360 - The Association for Customer Loyalty

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. In this episode of Let's Talk Loyalty and Loyalty TV, Andrew Glance CEO of Qantas Loyalty, takes us behind the scenes of one of the world’s most successful loyalty programs. He shares how Qantas Loyalty has evolved from a marketing tool into a standalone business, delivering value to over 18 million members. Andrew dives into the recent program transformations, including Classic Plus for better flight availability, recognition beyond the air, and initiatives that make the program simpler, more rewarding, and relevant for members. He also explains how technology, AI, and strategic partnerships with banks, retailers, and travel partners are reshaping the loyalty experience. Learn about the program’s new discoverability tool, which already saw over a million searches in its first 24 hours, making it easier for members to find flights across multiple dates, regions, and cabins. This episode is packed with insights for loyalty professionals, marketers, and frequent flyers who want to understand how to create a profitable, member-focused loyalty program that keeps evolving. Hosted by Paula Thomas and Carly Neubauer. Show Notes: 1)Andrew Glance 2) Qantas 3) Qantas Frequent Flyer 4) The Subtle Art of Not Giving a F*ck - Book Recommendation

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. In this standout episode from our archives, we revisit the award-winning British Airways Executive Club—now known as The British Airways Club—a loyalty programme designed to engage and reward frequent flyers worldwide. Niall Rooney, Former Loyalty Manager at British Airways, shares valuable insights into the evolving world of loyalty marketing, revealing how customer preferences and performance data shape the airline’s strategy. From increasing reward seat availability to recognising high-value customers, this episode explores how British Airways continues to differentiate itself in a highly competitive travel landscape. Show Notes: 1) Niall Rooney, 2) The British Airways Club 3)British Airways

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. 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, we explore how a brand built on surprise, discovery, and in-store experience approaches loyalty and growth at global scale. Our guest is Mathilde Yung Bruyant, Marketing Director of Flying Tiger Copenhagen. She shares how the brand is translating its distinctive DNA — playful, accessible, and locally relevant — into a modern membership and customer engagement strategy across more than 30 markets. The conversation centres on a key tension: Flying Tiger’s success is rooted in physical discovery and impulse, yet its loyalty ambitions require structure, data, and continuity. We explore how the Flying Tiger Club is being designed to enhance that experience, not dilute it. A core theme is the decision to launch before everything is fully defined — using speed, testing, and real customer behaviour to shape the program over time, from onboarding and engagement to long-term value. We also discuss how digital and in-store experiences reinforce each other, and how global consistency is balanced with local relevance. This episode offers a perspective on how experience-led brands can build loyalty in motion while staying true to what makes them distinctive. This episode is hosted by Nyeleti. Show Notes: 1) Mathilde Yung Bruyant 2) Flying Tiger Copenhagen 3) How Brands Grow - Book Recommendation

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. Sports fans are some of the most passionate and loyal audiences in the world—often supporting their clubs across generations. So what drives a football club like AS Roma to invest in a structured loyalty programme? This episode is one of the best of the back catalogue, exploring the smart strategy behind AS Roma’s approach, developed in partnership with Advice Group—an initiative that led to three wins at the 2018 Loyalty Magazine Awards, including Best Regional Champion of the Year (Western Europe). Paula speaks with Laura Cagnacci about the thinking behind the programme, how it performs in practice, and the cross-industry insights shaping stronger, more direct relationships with fans. Tune in to revisit a standout episode. Show Notes: 1) Laura Cagnacci 2)AS Roma

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. This episode is also available in video format on www.Loyalty.TV. In this episode of Let's Talk Loyalty and Loyalty TV, we sit down with James Kavanagh, Global Leisure CEO at the Flight Centre Travel Group, to explore the future of travel loyalty. With 29 years in the travel industry, James shares insights into transforming global leisure operations, scaling brands across eight markets, and launching World360 Rewards—the new travel loyalty program in Australia. Leadership lessons, loyalty insights, and the books that guide a global CEO—James Kavanagh reveals how Flight Centre makes every journey rewarding for both customers and business. Hosted by Carly Neubauer Show Notes: 1) James Kavanagh 2)Flight Centre Travel Group 3) World360 Rewards 4) Legacy by James Kerr - Book Recommendation

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. 7-Eleven Denmark has redefined convenience retail by evolving from a traditional kiosk model into a modern, food-focused destination—earning the title of International Convenience Retailer of the Year. In this Let’s Talk Loyalty episode, Managing Director Jesper Østergaard shares how shifting customer needs, healthier offerings, and brand innovation are shaping their approach to loyalty. From our Best of the Back Catalogue, we revisit this conversation on transforming convenience into meaningful customer connection. Show Notes:1) Jesper Østergaard 2)7-Eleven 3) Reitan Convenience 4) NACS International Convenience Retailer of the Year Award 5)NACS Europe

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. This episode is also available in video format on www.Loyalty.TV. Join Locky Wright as he shares how the My RYOBI program turns customers into loyal fans. From data-driven personalisation and AI-powered recommendations to winning back customers and breaking down organisational silos, Locky reveals the secrets to delivering real impact. Learn why progress over perfection, simplicity, and measurable value are key to lasting loyalty. Hosted by Carly Neubauer Show Notes: 1) Locky Wright 2) My RYOBI 3) TLDR - Article Recommendation 4) This is Marketing - Book Recommendation

This episode is in Spanish. We’re pausing our Spanish-language episodes for now. In today’s episode, Alex reflects on his experience hosting the Spanish-language episodes of Let’s Talk Loyalty and Loyalty TV. While these episodes are on hold, the voices and ideas from Latin America and Spanish-speaking markets continue to play an important role in our global discussion. Don’t forget to share your thoughts and feedback. Let’s keep the conversation going! A heartfelt thank you to everyone for your support throughout this journey. Hosted by Alex Saul Show Notes: 1) Alex Saul 2) All Spanish Episodes

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. Today we are re-publishing back one of our most popular episodes as our planned episode has been delayed for technical reasons This re-released episode features Evert de Boer, Managing Partner at On Point Loyalty and CEO of Fidivo, sharing key takeaways from his book “Loyalty Programs and the Currency Effect” and his perspective on loyalty in the travel sector. Hosted by Aaron Dauphinee. Show Notes: 1) Evert de Boer 2)Fidivo 3)On Point Loyalty 5) Loyalty Programs and the Currency Effect: A Comprehensive Guide to Realizing the Power of Points – By Evert de Boer & Xiao Yao Chin 6) A Perfect Spy: A Novel - Book Recommendation 7) Connemara: A Novel - Book Recommendation 8) German Summer Book (but only available in Dutch) - Book Recommendation

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. From our Best of the Back Catalogue, we revisit this episode exploring 3Plus, the award-winning loyalty programme from Three Ireland. In this conversation, Siobhan Lynch, Loyalty Manager at Three Plus Ireland, shares the story behind the programme, what it offers customers, and the impressive results it has delivered. Show Notes:1) Siobhan Lynch 2) Three Plus Ireland

In this episode we are delighted to interview Peter Gerstle. He’s the Loyalty Consulting Director at Collinson responsible for shaping and delivering the strategy and management of Collinson’s loyalty products and driving loyalty innovation in travel, financial service, retail and other industries globally. Peter joined Collinson in 2013 to add his expertise from a 25-year international career in eCommerce, product, and loyalty management across a wide range of travel companies, including InterContinental Hotels Group and easyJet, for which he launched several significant revenue streams such as Speedy Boarding and the first-ever airline paid loyalty program, easyJet Plus!. He advises clients globally on designing and optimizing loyalty programs and is a leading thinker on paid-for loyalty strategies. In this episode, Peter shares his insights the loyalty industry, how behavioral science and AI are changing things at Collinson and in the industry and innovations and new ideas that loyalty marketers everywhere should be thinking about. Hosted by Charlie Hills Show Notes : 1) Peter Gerstle. 2)Collinson Group 3) Thinking Fast and Slow - Book Recommendation 4) Atomic Habits - Book Recommendation 5) The Hard Thing About Hard Things - Book Recommendation 6) The Loyalty Effect - Book Recommendation