{"href":"http://player.captivate.fm/services/oembed?url=http%3A%2F%2Fplayer.captivate.fm%2Fepisode%2F47f3f291-dc96-438f-b907-745781d08bf3","version":"1.0","provider_name":"Captivate.FM","provider_url":"https://www.captivate.fm","width":600,"height":200,"type":"rich","html":"","title":"#228: Loyalty Insights from IAG Loyalty","description":"https://www.iairgroup.com/en (The International Airline Group) is one of the world's largest airline groups, formed by the merger of https://www.britishairways.com/travel/home/public/en_ae/ (British Airways) and the https://www.iberia.com/?gclid=CjwKCAjwyryUBhBSEiwAGN5OCM9nH7ZUeZla7LKbg4UcJupTg90MlMEil_Cw90Ch8S_KZkvQhaNcwBoC-OwQAvD_BwE (Spanish Airline Iberia). Prior to the COVID-19 pandemic, it flew to 279 destinations and carried approximately 118 million passengers per year.\r\n\nIAG created a new unified loyalty currency called https://www.avios.com/gb/en (Avios), as well as a dedicated loyalty division that has been operating in various forms for over 30 years.\r\n\nIn this episode, we are joined by the Chief Product Officer of http://www.iagloyalty.com/ (IAG Loyalty), https://www.linkedin.com/in/stephen-scott-39334b4/#experience (Stephen Scott) as we look at some of the big ideas that are engaging members right now, how they are evolving how they earn and spend their Avios, such as card linking and e-commerce, before moving on to emerging concepts that we're all starting to think about, such as NFTs.\r\n\nStephen explains how the pandemic impacted customers all over the world and changed their behaviour and use of technology and how IAG Loyalty has focused on achieving a complete digital transformation to support them.\r\n\nThere\u2019s much more on the way as IAG Loyalty continues to expand. \r\n\nListen to this conversation and learn what the future holds for the loyalty division of the International Airlines Group.\r\n\n\r\n\r\n\nThis episode is sponsored by Collinson.\r\n\n\r\n\r\n\nShow Notes:\r\n\n\n http://www.iagloyalty.com/ (The International Airlines Group (IAG))\r\n\n https://www.linkedin.com/in/stephen-scott-39334b4/#experience (Stephen Scott)\r\n\n https://www.avios.com/gb/en (Avios)\r\n\n\nTime Stamps:\r\n\n02:42 - Stephen Scott\u2019s Favorite Loyalty Program\r\n\n06:43 - Consumer's Behavior of loyalty currency with e-stores\r\n\n12:16 - Avios Card Linking Proposition\r\n\n13: 57 - Brands with card linking\r\n\n15:39 - Where is the IAG Loyalty at now?\r\n\n22:41 - Scott\u2019s Experience with Digital Transformation\r\n\n25:31 - Avios Digital Transformation journey\r\n\n28:42 - Cultural Challenge\r\n\n31:30 - Does the pandemic accelerate the digital transformation?\r\n\n33:08 - IAG: Hangar 51 insight\r\n\n36:39 - NFTs in the world of Loyalty","thumbnail_width":300,"thumbnail_height":300,"thumbnail_url":"https://artwork.captivate.fm/cf77835e-6562-4df3-9d8a-54b113df74fd/2953009-1653478859048-5c45ed81d998f.jpg"}