Latest Loyalty Podcast Episodes
#538: Are Micro-redemptions All that and a Bag of Chips?
Let's Talk Loyalty - May 21, 2024 01:00 - 13 minutes ★★★★★ - 16 ratingsThis week’s "Wiser Loyalty" podcast episode has senior faculty members of the Loyalty Academy™, Bill Hanifin and Aaron Dauphinee back together again. This is week two of May that explores constructs taken from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experi...
‘We Had to Bite the Bullet’ - How this BPO Revamped its Siloed Contact Centre
CX Today - May 17, 2024 15:00 - 10 minutes ★★★★★ - 1 ratingWatch on YouTube. CX Today's Tom Wright hosts Nigel Mansfield, Standard Focus. In this interview from Avaya Engage we discuss the latest AXP innovations, and more the growth of Standard Focus as an organization, omnichannel, the Avaya AACC platform, and more! If you're looking for more inform...
Conrad Orlando Wow, Rise of Video, Free Cruise Strategies & The Changing Game with Mark Jackson
Miles to Memories - Conversations About Miles, Points & Travel - May 16, 2024 11:00 - 45 minutes ★★★★★ - 111 ratingsEpisode Description In this episode of the Miles to Memories podcast, Shawn Coomer and Mark Jackson discuss various topics related to travel, including alternate content, cruising, and hotels in Orlando. They talk about the shift from reading blogs to watching videos, the popularity of cruisin...
Big CX News - The Latest on the Salesforce-Informatica Fallout, Avaya-Edify Acquisition, & More
CX Today - May 16, 2024 09:00 - 21 minutes ★★★★★ - 1 ratingWatch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by five prominent CX analysts to dissect the latest stories from the space - including news from Salesforce, Informatica, Avaya, Genesys, & ServiceNow. In this editi...
#537: Singapore Airlines Launches Kris+ in Australia
Let's Talk Loyalty - May 16, 2024 01:00 - 36 minutes ★★★★★ - 16 ratingsThis episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Today brings another exciting opportunity to discuss airline loyalty and share the story of the launch of Kris+, the lifestyle rewards app of Singapore Airlines from KrisFlyer, the...
limehome Embraces Experience-Led Growth, Hikes Its NPS Rate By 22%
CX Today - May 15, 2024 11:00 - 19 minutes ★★★★★ - 1 ratingWatch on YouTube. limehome's lifted its NPS score by an impressive 22 percent after embracing an experience-led growth strategy. To dive deeper into how the hospitality giant achieved the result, CX Today's Charlie Mitchell caught up with Julia Zuber, Customer Insights Lead at limehome, and Da...
Bright Pattern 'Gets Real' on AI and Agent Assist
CX Today - May 15, 2024 09:00 - 10 minutes ★★★★★ - 1 ratingWatch on YouTube. CX Today's David Dungay speaks to Michael McCloskey, CEO, Bright Pattern. In this session, we discuss the following: Where AI is having THE MOST impact in the contact center AI use cases Practical tips for implementing AI For more information, visit Bright Pattern: htt...
#536:Gen-Z Loyalty Unveiled: Exploring VOXI Drop
Let's Talk Loyalty - May 15, 2024 01:00 - 46 minutes ★★★★★ - 16 ratingsThis episode focuses on VOXI Drop – Vodafone UK’s multi-award winning Gen-Z targeted surprise and delight loyalty programme. With Matt Eldridge and Jonny Greenslade-Cross, the VOXI Proposition and VOXI Drop Proposition Leads. They are both telco loyalty specialists – Matt has delivered a numbe...
#535: Attainable Rewards Leads to Retainable Customers
Let's Talk Loyalty - May 14, 2024 01:00 - 17 minutes ★★★★★ - 16 ratingsThis week’s "Wiser Loyalty" podcast episode has senior faculty members of the Loyalty Academy™, Bill Hanifin and Aaron Dauphinee back together again. This is week two of May that explores constructs taken from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experi...
The Reasons Why Large Enterprises Haven’t Switched to CCaaS... Yet
CX Today - May 13, 2024 15:00 - 29 minutes ★★★★★ - 1 ratingWatch on YouTube. According to Gartner - as of 2023 - at least 70 percent of contact center agents work from legacy infrastructure. That reflects the hesitancy that many contact centers - particularly those within large enterprises - have in migrating to the cloud. CX Today's Charlie Mitchell...
Time for Some Big Announcements!
Miles to Memories - Conversations About Miles, Points & Travel - May 09, 2024 10:30 - 37 minutes ★★★★★ - 111 ratingsEpisode Description On this episode Shawn and Joe recap the Denver MtM Diamond meetup including some tips for your next Denver trip and how the Grand Hyatt is holding up. They also announce some exciting changes and are joined by a special guest for one more thing. Episode Notes Subscribe ...
#534: Meet adjoe - Exciting Adtech that Rewards Gaming for Programs and Members Alike
Let's Talk Loyalty - May 09, 2024 01:00 - 38 minutes ★★★★★ - 16 ratingsThis episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Today, we're featuring an innovative adtech company called adjoe, which has just joined us as a partner and sponsor of our show. adjoe is a leading advertising and monetization pl...
#533: Culture Drives Innovation - Dan Murphys
Let's Talk Loyalty - May 08, 2024 01:00 - 47 minutes ★★★★★ - 16 ratingsToday, a conversation unfolds with Diana Sinclair, who holds the role of Senior Loyalty Manager at Dan Murphys. With over 15 years of experience in client and agency domains, Diana has cultivated expertise in CX, CRM, Loyalty, and Direct Marketing. As a strategic leader, Diana prioritizes a 'cu...
#532: A List That is Rather ‘Rewarding’ for Your Members
Let's Talk Loyalty - May 07, 2024 01:00 - 11 minutes ★★★★★ - 16 ratingsAaron Dauphinee from the Loyalty Academy’s faculty is flying solo in this week's episode of the "Wiser Loyalty" podcast series while Bill Hanifin is flying homeward after being on assignment this week. This week’s podcast kicks-off a new month of constructs taken from the Loyalty Academy™ curric...
Demystifying Hilton Brands, Hilton Honors Insights & Southwest’s Big Change?
Miles to Memories - Conversations About Miles, Points & Travel - May 02, 2024 10:30 - 50 minutes ★★★★★ - 111 ratingsEpisode Description On this episode Shawn and Joe discuss Shawn’s recent trip to Nashville and all of the takeaways from his time spent there. They go over why there are so many brands these days and how consumers are changing. Plus will there be more changes to Hilton credit cards and how wil...
#531: Finnair Launches Finnair Plus
Let's Talk Loyalty - May 02, 2024 01:15 - 32 minutes ★★★★★ - 16 ratingsToday we’re delighted to be meeting Finnair, one of the world’s oldest airlines, founded 1923, which operates a network connecting Europe, North America and Asia from its Helsinki hub. Today, we’re meeting Valter Sandell, who is leading the loyalty and membership strategy for Finnair Plus, a lo...
It's a Trap! Don't Invest More In Digital Just to Meet Customer Demand
CX Today - May 01, 2024 10:00 - 12 minutes ★★★★★ - 1 ratingWatch on YouTube. CX Today's Charlie Mitchell hosts James Marscheider, Chief Commercial Officer at evaluagent. We reflect on the common thought among contact center leaders that "I need to invest more in digital to meet customer demand" - and Marscheider's belief that it's a myth. After stati...
Season 4 Episode 7 - Talking AI and its impact on Marketing with Special Guest Simone Blakers
Everybody hates your brand - May 01, 2024 08:25 - 38 minutesIn this episode we dive into the fascinating and slightly terrifying world of AI with special guest Simone Blakers. AI. You can’t move in marketing circles (or any business circles really) without someone mentioning AI and how it will help, hinder and/or take over everyones jobs. It’s a scary t...
#530: Let's Talk Loyalty - in SPANISH!
Let's Talk Loyalty - May 01, 2024 01:00 - 43 minutes ★★★★★ - 16 ratingsToday’s episode of Let's Talk Loyalty is perhaps our most exciting announcement to date in terms of our content plans. Alex Saul is today's guest, an industry leader with a loyalty career that spans more than twenty-five years in various countries across Latin America, leading some of the bigge...
#529: Some Say it’s [Loyalty] at the Top and That It Helps
Let's Talk Loyalty - April 30, 2024 01:00 - 19 minutes ★★★★★ - 16 ratingsThis week's episode of the "Wiser Loyalty" podcast series explores an advisory-led course from the Loyalty Academy™ curriculum, Key Success Factors in Loyalty Marketing (course #112). Our hosts today are Aaron Dauphinee and Bill Hanifin from the Loyalty Academy faculty. In this episode, Aaron...
Building Your Company's Voice of Customer Dashboards & Reporting
CXChronicles Podcast - April 29, 2024 16:00 - 13 minutes ★★★★★ - 24 ratingsSend us a Text Message. Hey CX Nation, In this week's CXWeekly Update we walk through some ideas, goals & CTAs to begin building your company's Voice of Customer Dashboards & Reporting. VOC or voice of customer has become an extremely popular topic with customer focused business leaders acro...
Achieving Next Gen CX With Customer Interactions Suite From Tata Communications
CX Today - April 29, 2024 09:00 - 11 minutes ★★★★★ - 1 ratingCX Today's Charlie Mitchell hosts Mauro Carobene, Vice President of the Customer Interactions Suite at Tata Communications. They deep dive on the Customer Interactions Suite from Tata Communications, which unifies CCaaS and CPaaS. In doing so, they discuss: The benefits of an all-in-one offeri...
Evolution of the Miles and Points Space, Extreme Tracking & Picking Cards with Grant Thomas
Miles to Memories - Conversations About Miles, Points & Travel - April 25, 2024 19:15 - 50 minutes ★★★★★ - 111 ratingsEpisode Description In this episode, Shawn and Grant discuss their experiences in the miles and points hobby. They talk about the evolution of the space, the changing credit card landscape, and strategies for maximizing rewards. They also touch on the importance of organization and tracking, e...
#528: Royal Automobile Club Victoria Shares Strategies to Drive Member Engagement and Retention
Let's Talk Loyalty - April 25, 2024 01:00 - 29 minutes ★★★★★ - 16 ratingsToday’s episode is available both in audio as “Let’s Talk Loyalty” and on video on www.Loyalty TV. We’re back today in Australia with a brand and business that was founded way back in 1903. The Royal Automobile Club Victoria offers a variety of products and services for its 2 million members,...
#527: Understanding Loyalty in Europe 2.0
Let's Talk Loyalty - April 24, 2024 01:00 - 46 minutes ★★★★★ - 16 ratingsToday’s Let’s Talk Loyalty podcast talks to three deeply experienced professionals about the whitepaper – Understanding Loyalty in Europe 2.0. I talk to Charlie Hills,, Chief Strategy Officer and Abigayle Blanshard, Senior Strategist, both from MandoConnect. They are accompanied by Nick Fishbour...
#526: Creating Consistent Digital-led and Human-led Moments Matters
Let's Talk Loyalty - April 23, 2024 01:00 - 17 minutes ★★★★★ - 16 ratingsIn this week’s episode of the “Wiser Loyalty” podcast series Bill Hanifin and Aaron Dauphinee offer up their perspective on one last construct that is taken from the Loyalty Academy’s Key Success Factors in Loyalty Marketing (course #112) curriculum. Technological innovations and consumer ad...
Maximizing 0% APR Offers, Turning Down An Amazing Retention Offer & Is Chase's Disney Offer Good?
Miles to Memories - Conversations About Miles, Points & Travel - April 18, 2024 12:00 - 39 minutes ★★★★★ - 111 ratingsEpisode Description In this episode of the Miles to Memories podcast, Shawn and Joe discuss their experiences recording on the road and share some travel hacks for setting up recording equipment in different environments. They also talk about their missed opportunity to see the solar eclipse...
#525: The Bonus Awards Celebrate Loyalty Excellence in Germany and Beyond
Let's Talk Loyalty - April 18, 2024 01:00 - 35 minutes ★★★★★ - 16 ratingsToday’s episode is available both in audio as “Let’s Talk Loyalty” and on video on www.Loyalty TV. Our guest today, Ulf Gunnar Switalski, is a loyalty expert in Germany. Ulf is the author of two books on how to use the loyalty programs from a consumer perspective, content which he also share...
#524: Unlocking Loyalty: Inside Canon Club's Journey with Beth Simpson
Let's Talk Loyalty - April 17, 2024 01:00 - 37 minutes ★★★★★ - 16 ratingsThis episode focuses on the new Canon Club Loyalty Programme – for all Canon fans across EMEA. Today it has over 78,000 members, and there are lots of plans and ideas in play for how Canon will continue to grow and increase the loyalty of their very engaged customers. With Beth Simpson, the Cu...
How Investing In Leadership & Team Yields Amazing Customer Experiences | Mikhail Hutton
CXChronicles Podcast - April 16, 2024 17:00 - 54 minutes ★★★★★ - 24 ratingsSend us a Text Message. Hey CX Nation, In this week's episode of The CXChronicles Podcast #225 we welcomed Mikhail Hutton, Fractional CEO & CXO based in New York City. Mikhail has spent the last 10+ years working in a variety of amazing companies including Humana, Integral Ad Science, Quant...
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