Join us as Heather Garboden, Chief Customer Officer at American Airlines, reveals how the airline is reshaping customer loyalty beyond traditional rewards programs. From enhancing digital tools to elevating premium experiences, Heather shares how data-driven insights and cross-team collaboration are driving initiatives that make travel easier, more personalized, and truly seamless across the OneWorld alliance.

Discover how small operational changes—like improved boarding processes and reduced gate-checked bags—are creating big wins for both customers and the airline. This episode dives into the emotional connection, trust, and reliability that American Airlines fosters to turn everyday travelers into lifelong advocates.

Hosted by Bridget Blaise-Shamai

Show Notes:

1) Heather Garbodin

2) American Airlines

3) Grit: The Power of Passion and Perseverance

4) Moments of Truth

5) AAdvantage from American Airlines - Insight-led Innovation & Industry Leadership

6) AAdvantage - Caring for Loyal Customers through Challenging Times.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

eBucks Rewards is truly an exceptional programme as you’ll hear so we're delighted to welcome Pieter Woodhatch - CEO of eBucks Rewards in South Africa as today's guest

Owned and operated by First National Bank, it is one of South Africa's leading rewards programmes which has now been rewarding banking customers for 25 years!

Pieter today explains how members can earn eBucks while doing everyday things – like filling up with fuel, buying airtime and shopping in their partner retailers including important categories like pharmacy and grocery shopping - and then they can spend those eBucks on anything from a dream holiday to monthly essentials or the latest gadget.

Please enjoy our conversation with Pieter Woodhatch from eBucks Rewards.

Hosted by Paula Thomas.

Show Notes:

1) Pieter Woodhatch

2) eBucks

3) Rassie: Stories of Life and Rugby

4) #416: South Africa’s FNB eBucks Rewards is the biggest winner at The International Awards

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

In this episode Bill Hanifin, CEO Wise Marketer Group, speaks with recognized industry figure Deepak Pradhan, Head of Loyalty Program & CRM at ADNOC Distribution.

This conversation will share a vision for the future of convenience and fuel retailing and will surely create “store envy” among many retailers. The state of the art at ADNOC is incredible.

Listen as we dig into how ADNOC is innovating in customer loyalty in this new retail model.

The episode is sponsored by Comarch.

Show Notes:-

1) Deepak Pradhan

2)ADNOC Distribution