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 Charlie Hills interviews Pablo Sardina, the Global Loyalty Senior Product Manager for Decathlon Membership. Pablo is a Growth and CX Expert in Sports Retail, focused on loyalty and relational models.

He has spent the last 7 years dedicated to drive digital products business value by delivering the optimal marketing strategy, including customer insights gathering, go to market strategies and campaigns and activations planning.

Today we will be learning about his favourite books, highlights and key learnings from the programmes he has worked on and all about Decathlon membership.

Hosted by Charlie Hills

Show Notes :

1) Pablo Sardiña

2) Decathlon Membership

3) European Loyalty Whitepaper

4) Mando - Connect

5) The Lean Start Up (Book)

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

Today’s episode is hosted by Amanda Cromhout, featuring a special guest – our very own Paula Thomas.

In this conversation, Paula shares the inspiring origin story of Let’s Talk Loyalty – from spotting a gap in the market to launching the industry’s first podcast dedicated to loyalty, and eventually expanding into Loyalty TV.

Now over five years old, Let’s Talk Loyalty has evolved into a powerful voice in the B2B space. Paula reflects on the journey so far and how, with its impressive reach and engagement, the show continues to outperform typical industry benchmarks.

Naturally, the conversation also touches on a proud recent milestone: Paula’s recognition as the International Loyalty Personality of the Year 2025 – a moment of celebration for both her and the entire team behind the scenes.

Show Notes :

1) Amanda Cromhout

2) Paula Thomas

3) Let’s Talk Loyalty

4) Loyalty TV

5) Wishes Fulfilled by Dr. Wayne Dye

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

Today we welcome a new guest host – Joanna Witsch - who has been on the show a few times as one of our expert guests.

Joanna Witsch is hosting today's episode which features one of Comarch’s most loyal clients - Emirates National Oil Company (ENOC).

Her guest is Suryaveer Singh who is the Head of Loyalty CRM and Data at ENOC (more often simply known as Suri).

Suri was previously on the show in 2021 and since then the YES Rewards programme has grown dramatically.

This UAE-based fuel-led loyalty programme now has over a million members and includes a co-branded credit card, a subscription tier and also a consumer travel proposition, effectively evolving in to a comprehensive lifestyle programme.

Please enjoy this conversation between Joanna Witsch from Comarch and Suri Singh from ENOC.

This episode is sponsored by Comarch.

Show Notes:

1) Suryaveer Singh

2) Joanna Witsch

3) YES Rewards

4) Emirates National Oil Company

5) Comarch

6) The Psychology of Money (Book)

7) Yes Rewards from ENOC - Fuel, Food & Convenience Loyalty in UAE - 2021 Episode

Hadie Perkas is an inspiring entrepreneur with a career starting in recruitment, before founding The Gift Club & The European Loyalty Association. Hadie is known for her business drive, while identifying gaps in the market.

The communities she builds empowers businesses to build connections lasting relationships. The latest exciting news from the ELA is the launch of the Jobs Board, matching experienced loyalty professionals with job opportunities in the industry.

Hosted by Carly Neubauer

Show Notes:-

1) Hadie Perkas

2) The Gift Club

3) The European Loyalty Association.

4) Jobs Board

5) Atomic Habits (Book)

6) Cold: ExtremeAdventures at the Lowest Temperature on Earth (Book)

In the latest Wiser Loyalty podcast, Aaron Dauphinee of the Wise Marketer Group, speaks with industry loyalty operations expert, Nadine Rubin. Nadine shares her thoughts on the characteristics and skills needed to be successful in loyalty operations after a 25+ year career in the industry.

She also shares her vast experience, in particular while launching the Shoppers Drug Mart Optimum program in Canada as an alternative to coalition loyalty models that were dominating the market. Nadine does a compare and contrast of then versus now in loyalty and outlines some successes and wins: ensuring the immediacy of rewarding members, establishing program ambassadorship, testing with employees, etc.

Nadine closes by providing some thoughts and advice to a younger version of herself working in the 'loyalty industry'. This conversation is chalked full of insights and learning from someone that specializes in the unique area of Loyalty Operations.

Show Notes:

1) Nadine Rubin

2) Aaron Dauphinee

3) Wise Marketer Group

4) Drug Mart Optimum

5) The Invitation by Oriah (Book)

Today's episode of Let's Talk Loyalty & Loyalty TV is in Spanish.

Descubre las estrategias de lealtad que están marcando la pauta en el sector viajes online en nuestro nuevo episodio de Let's Talk Loyalty/

Recibimos a Alex Sánchez, líder del programa Pasaporte de Despegar y con una valiosa trayectoria en Club Premier. Alex nos comparte cómo Despegar fideliza a sus usuarios a través de beneficiostangibles como la acumulación de puntos y su innovadora tarjeta Invex.

En esta conversación, exploraremos cómo se pueden crear tiers de forma estructurada y alineada a los objetivos, además de la clave para combinar transacciones y experiencias en un programa de lealtad exitoso. ¡No te pierdas los insights de un experto! Escúchalo ahora.

Hosted by Alex Saul.

Show Notes:-

1)Alex Sánchez

2) Despegar

3)From Eternity to Here: The Quest for the Ultimate Theory of Time (Book)

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

I’m delighted to be today meeting with another Fortune 500 brand as we meet with Bank of America, one the world's largest banks.

According to its latest annual report, Bank of America now serves approximately 69 million consumer and small business clients, and surpassed $100 billion in revenue in 2024, with net income in excess of $27 BILLION.

As part of the bank’s celebrations for the ten year anniversary of its Preferred Rewards program, I am joined today by Shikha Narula, the Managing Director, Head of Consumer & Small Business Product Strategy, Transformation and Rewards at Bank of America.

Shikha shares some of their key achievements including a membership base of over 11 million members, a 99% retention rate, and some of their flagship partnerships such as their coffee / cash-back program with Starbucks in the US market.

Shikha also shares how their award-winning Preferred Rewards program really differs from other programs in the financial services industry.

Please enjoy our conversation.

Show Notes:

1) Shikha Narula

2) Bank of America

3) Bank of America Preferred Rewards® program

4) Coffee, meet Cash Back - Bank of America Promotion | Starbucks Rewards

5) Smart Brevity: The Power of Saying More with Less (Book)

Today I'm chatting with Don Smith - well known to many of you for his role as the Chief Consulting Officer of Brierley which is now a Capillary Services Company.

Don shares his expertise around optimising some of the common KPI’s for loyalty professionals, the importance of the “mental mantle” of loyalty, as well as some of the big nuggets he learned from the recent Capillary Captivate Conference in Mumbai.

As one of the loyalty industry’s most respected brands, I’m thrilled to bring you some of Brierley’s unique frameworks and perspectives that can help us all build better programs. We also discuss Capillary's most recent news as they acquire Kognitiv Corporation, to enhance both their client portfolio and their position in the US market.

Please enjoy our conversation.

This episode is sponsored by Capillary Technologies.

Show notes:

1) Don Smith

2) Brierley

3) Capillary Captivate Conference

4) An Economic Theory of Democracy (Book)