In this episode Tom is joined by David Blake, a customer engagement giant with experience across utilities, fashion, electronics and luxury.  David has led loyalty and CRM for brands such as Curry's, New Look, Boohoo and Topshop in the UK, before moving to Dubai to help Al Tayer Group build their coalition loyalty across luxury fashion brands.

David has a wealth of experience across the end-to-end customer experience chain and really brings this to life in this podcast.  First of all, talking about the importance of the customer value chain and how brands MUST always keep this as the brand priority.  David then goes on to talk through how important it is for brands to have a unified and seamless customer experience.  

Often this is developed through simple journey testing that many brands ignore, and for brands looking to create this as a USP, it's about investment in technology

Mike is a highly experienced commercial leader and expert in  customer lifetime value.  Mike specialises in growth, pricing, commercial planning and performance, CRM, new product development and product marketing.   And Mike has a wealth of experience in growing brands through customer engagement optimisation

Tune in to hear Tom discuss the value propositions behind customer strategy with Mike, who shares his experience in developing business value through customer lifetime value.  Mike provides some excellent examples of how he has driven delivered on average 2.3x increase in ARR for his clients and consistently higher lifetime value.

In this episode of the Future Customer podcast Tom interviews Dr Jacqui Nortje, Product Specialist at Discovery, the company behind Vitality Health Insurance.  Jacqui also has a PhD in the Effects of goal framing within Gamification.  Jacqui's wealth of experience and expertise is not to be missed!

Tom and Jacqui first of all discuss the Vitality loyalty programme that creates Customer engagement and retention by incentivising members to be healthier.  A very different approach to health insurance, creating genuine innovation and helping to build a global phenomenon.

Jacqui then shares her views on the important new trend emerging in our industry to align with members health and wellbeing.  

It's becoming increasingly important to align with members lifestyle and offer opportunities for members self improvement, health and wellbeing.

Listen to the episode to understand how you can develop a lifestyle approach for your programme.

In this episode Tom interviews Emily Ong, currently Customer and Loyalty Product Leader at Landmark Group and previously Razr and Sephora loyalty leadership.  Emily has an amazing background, starting with her own fashion business and confectionery retail, and evolving into a global brand champion at some of the world's best loyalty programmes.

It's always a pleasure to speak to Emily, who really enthuses her love for customer engagement and in this episode we talk about Emily's 4 tips for customer success.

1. Integrate your programme with the customers lifestyle

2. Use the data and use it well to show you understand the customer!

3. Keep it Simple - an over-engineered programme won't work

4. Create emotional resonance if you want long-term loyalty

Tune in to hear one of the industries best speakers talk about the future of customer engagement.

Claire Gartland has an unrivaled and varied experience in customer engagement, across a wide range of sectors and brands such as Samusung, AMEX, Sky, British Airways, GoDaddy and JP Morgan.  In this episode Claire discusses the growing trend towards AI but not in terms of the technology solution!  Claire talks about how AI is changing how customer lifecycle needs to create deeper connection and how this MUST change how brands structure their business.

Rasmus Houlind is a customer engagement expert, author in hyper-personalistion and keynote speaker, as well as CXO at Agillic.  There is no better advisor on how brands can achieve effective results through hyper-personalistion, and Rasmus talks through how brands can achieve this, using his innovative bow tie methodology.