The future of airline loyalty programmes with Richard Moore

Welcome to The Future of Loyalty Podcast, with your host Tom Peace. The Future of Loyalty are a series of informative and engaging podcasts with a laser focus on the emerging trends within the customer loyalty, engagement and CRM sector. I invite industry leaders and subject matter experts to discuss future developments in customer strategy and all our discussions are focused on where the industry is going next. Our discussions are fuelled by a passion for new developments and innovations in the sector and we aim for about 20 minutes, perfect for your coffee break, lunchtime or your journey home.

In this episode I am joined by Richard Moore, airline loyalty expert with 25 years experience across British Airways and Virgin Red.

Listen in to hear us discuss the importance of a customer first approach to airmiles redemption and why it is so important to offer Burn value. Richard discusses how this is going to be a major problem for some brand that have a significant value of breakage built into their financials.

Richard also showcases how airlines are using AI to improve customer experience through personalisation, and how airline brands are really driving innovation in this space. AI powered Customer Service is also advancing extremely fast in this sector and Richard and I discuss how other sectors can learn from the airlines use of AI within your customer service function.