This episode is sponsored by Phaedon.

Download their 2026 research paper on Humanizing Loyalty here now.

In this summary episode, we discuss our key learnings from our conversation in early 2021 with the CEO of IAG Loyalty Limited, the company that operates "Avios" - the loyalty currency of the five airlines of the IAG airline alliance.

Adam Daniels shared some of the extraordinary changes in consumer behaviour that evolved as a result the global pandemic, with dramatic increases in non-travel engagement such as online shopping, and the success of new propositions driving emotional loyalty at this particularly challenging time for all airlines and their loyalty programmes.

Show Notes:

1) Adam Daniels Chief Executive Officer

2) IAG Loyalty

3) #96: IAG Loyalty Shares New Trends including eStore, new Banking Propositions and Employee Loyalty