In Breaking Loyalty Part 2, Mike Ribero and Mike Giambattista explore the shift from traditional loyalty programs to building authentic emotional connections that go beyond points and rewards.

Mike dives into how loyalty strategies have evolved, emphasizing the importance of seeing customers as more than mere transactions. He offers insights into how businesses can adapt to focus on long-term commitment, staying relevant even when purchases slow down. Learn how to leverage ecosystem-based models that expand the reach of loyalty programs and create real value for your brand in today’s crowded marketplace.

We also address the often-overlooked issue of unredeemed points and the financial strain they can cause, exploring how direct engagement platforms can redefine brand-customer interactions. As the industry stands on the edge of significant change, Mike shares the importance of thought leadership in driving this transformation. Join us for a conversation grounded in experience and strategy, offering practical approaches to enhance your loyalty programs and foster genuine, lasting connections.

What if the loyalty programs you rely on are actually failing you? Join me and loyalty expert Mike Ribero, the architect behind Continental OnePass and Hilton Honors, as we uncover the troubling realities facing the loyalty industry in our first installment of "Breaking Loyalty." With member satisfaction plummeting below 50% and a tidal wave of negative social media sentiment, it's clear that something is seriously amiss. We dive into the financial conundrum where U.S. businesses spend nearly $80 billion annually on loyalty programs while grappling with a staggering $125 to $150 billion in unredeemed points and miles.

Discover the root causes of these issues as we dissect the evolution—or stagnation—of loyalty programs across travel, retail, and dining sectors. We highlight the critical missteps brands have taken by neglecting both the rational and emotional needs of their consumers. Mike and I stress the importance of continuous improvement and the reciprocal nature of personal relationships in fostering genuine loyalty. We also discuss the adverse impact of reduced human interaction due to technology. Tune in for actionable insights and practical solutions designed to rejuvenate and transform loyalty programs for better customer retention and satisfaction.

Unlock the future of customer experience with AI as we sit down with Dave Singer, Global Vice President of Go-To-Market Strategy at Verint. Learn how AI is evolving from theoretical concepts to producing tangible business outcomes, without the need for overhauling existing systems. Dave offers a unique perspective on deploying AI to generate immediate value and shares remarkable success stories, including significant cost savings and efficiency gains.

Journey with us through the cutting edge of customer service automation as we explore new communication channels like TikTok and the rising sophistication of customer inquiries. Through the lens of real-world examples like Volaris Airlines, discover how companies are leveraging vast data repositories to enhance both customer-facing and agent-assisting technologies. From basic bots to advanced AI solutions, Jason Valdina emphasizes the critical role of analytics in ensuring effective AI deployment and improved customer service.

Finally, we explore the revolutionary potential of AI in workforce management with Verint's latest innovations, such as the TimeFlex bot. Addressing the pressing issue of post-COVID agent burnout, we reveal how AI tools are optimizing complex scheduling tasks and improving work-life balance. Plus, hear about Verint's risk-free Genie Bot program that promises transformative business outcomes within 30 days. Don't miss our discussion on the strategic partnership between Verint and Five9, showcasing how their collaboration is setting new standards in the market. Join us for an insightful conversation that promises to reshape your understanding of AI's role in customer experience.

In this episode, we sit down with Brett Townsend, SVP of Strategy at Quester, to talk about brand storytelling and how empathy and conflict can shape consumer engagement. Brett shares his perspective from his book "Insights on the Brink," discussing the changing landscape of the insights industry.

We explore Quester's approach to brand and innovation consultancy, offering practical advice on how to use strategic insights effectively. Brett also addresses the challenges insights departments face, like how to generate revenue and separate valuable consumer insights from the flood of data. Drawing on his experience at Frito-Lay, he explains why using narratives to present insights can have a real impact on ROI and sales.

We'll also touch on the debate between customer experience and loyalty and look at how senior leadership can build a truly consumer-focused culture. Brett's insights and stories highlight the importance of business know-how and how to make insights truly actionable. Tune in for a straightforward conversation about market research and its role in shaping business strategy.

What if the very systems that airlines rely on are the root cause of your travel hassles? Join us for an eye-opening conversation with Paul Sies, CEO of Journey Mentor, as we uncover the antiquated technology that still governs major airlines today. With Paul’s 37-year aviation journey, we explore the early days when he worked to dismantle regulated airline systems and the subsequent rise of low-cost carriers. Despite technological advances, why do these outdated systems persist, causing frequent outages and poor customer experiences?

Ever wondered why airline tickets cost so much? The cost isn't just in the airfare itself but in the complex distribution systems that airlines are reluctant to abandon. We also tackle the industry's hesitation to innovate despite the clear cost savings from direct online sales. Discover how major players like Amadeus and Sabre maintain their grip on the market by absorbing emerging technologies that could otherwise disrupt their stronghold.

Say goodbye to clunky travel booking systems! Paul and Shane introduce us to Journey Mentor, a revolutionary platform aiming to transform your travel experience. By connecting directly with airlines, hotels, and car rental companies, Journey Mentor promises transparency and efficiency, cutting out unnecessary intermediaries. Learn about the innovative backend designed to minimize costs while maximizing user-friendliness, and explore the pricing models that could change the future of travel booking.

Ever wondered how to transform marketing technology into an effortless experience? Join us as Mishel Justesen, DCX Principal of Marketing Technology at Capgemini Americas, shares her groundbreaking journey from marketer to marketing technologist. Learn how her mission to create an "easy button" for marketers has revolutionized the way we think about unifying disparate marketing functions into a cohesive, data-driven system. Mishel breaks down her unique approach to experience architecture, revealing the essential steps and insights needed to build a supportable and functional marketing technology stack.

Mishel dives into the intricacies of aligning technology solutions with marketing goals, addressing common hurdles like shadow IT and technical debt. Using the Customer Data Platform (CDP) as a key example, she illustrates the importance of centralizing customer data for improved marketing insights. An experience architecture audit can reveal hidden strengths, guiding organizations toward a more integrated and sustainable tech ecosystem. Discover the value of visualizing customer journeys and the significant role of AI in enhancing marketing efforts.

In the final segments, Mishel emphasizes the necessity of customization and understanding end-user needs through relatable analogies like baking a cake. She discusses the evolving landscape of marketing technology, highlighting how AI simplifies data management and audience segmentation, enabling targeted campaigns with ease. Gain practical tips on overcoming data silos, accessing data for personalized marketing, and fostering strategic partnerships through experience architecture. This episode is packed with actionable insights for marketers looking to leverage technology to its fullest potential.

What if you could revolutionize your food habits to match your fast-paced life? This episode promises to reshape your understanding of modern food culture as we sit down with Maria Arand, the insightful Director of Customer Strategy at 84.51°. Maria reveals compelling research on how younger generations are redefining convenience in their food choices amidst bustling lifestyles and evolving family dynamics. Single-parent households and dual-income families are shifting traditional meal planning, and these changes are rippling across industries, forcing a rethink in customer-centric strategies.

Discover the balance between pre-planned and spontaneous purchases, where Maria sheds light on how about 50% of items end up in our carts on a whim, guided by price, quality, and convenience. Learn how personalized offers, digital coupons, and clever store shortcuts can streamline your shopping without the stress. Plus, we celebrate the collaborative triumphs, sharing insights from 84.51°'s latest research and looking ahead to future innovations. Join us for an episode brimming with revelations and practical tips to navigate the evolving food landscape.

How can AI transform your work-life balance and boost productivity? Join us as we explore this captivating topic with Eric Miquelon, President of Avanade North America. Eric shares his firsthand experience using AI tools like Microsoft 365 Copilot to alleviate leadership fatigue and enhance employee well-being. Learn how AI isn't just about cutting costs or reducing headcount but about maximizing the value each employee brings to the table, ultimately leading to happier, more satisfied clients.

Discover the revolutionary ways AI is redefining employee wellness. We delve into how AI-enhanced tools can help identify tasks ripe for automation, making it easier for employees to manage their time and improve their overall quality of life. Eric emphasizes that in the post-pandemic era, investing in employee happiness translates directly into business success. By providing advanced AI technologies, companies like Avanade are not just supporting productivity but also fostering a culture of well-being.