Recorded live in front of an audience at The Financial Times, Wax/On’s Mark Runacus and Paul Jacobs are joined by the FT's Director of Acquisition Graham MacFadyen, and Clare Willets formerly Brand Director and Head of Customer Experience at Virgin. Clare is soon to launch her own e-commerce business called Not Only Pink and Blue. For this pod the team discuss whether the old loyalty model is being replaced by simply brilliant multi-channel customer experiences.