{"href":"http://player.captivate.fm/services/oembed?url=http%3A%2F%2Fplayer.captivate.fm%2Fepisode%2F94d03448-6de2-4676-9f40-56ed6c4e369a","version":"1.0","provider_name":"Captivate.FM","provider_url":"https://www.captivate.fm","width":600,"height":200,"type":"rich","html":"<iframe style=\"width: 100%; height: 200px;\" title=\"#18: Trends in Loyalty - My Predictions for 2020\" frameborder=\"0\" scrolling=\"no\" allow=\"clipboard-write\" seamless src=\"http://player.captivate.fm/episode/94d03448-6de2-4676-9f40-56ed6c4e369a\"></iframe>","title":"#18: Trends in Loyalty - My Predictions for 2020","description":"Today's episode discusses my ideas on loyalty TRENDS emerging for 2020 and beyond. \r\n\nBeyond the more frequently-touted ideas around personalisation, subscription programmes and environmental considerations, I've chosen three topics that excite me that include some innovative opportunities to consider as you plan your programme's evolution.\r\n\nShow Notes:\r\n\n1) The CX Academy: https://thecxacademy.org/ (https://thecxacademy.org/)\r\n\n2) Gartner Customer Experience Survey: https://www.gartner.com/smarterwithgartner/key-findings-from-the-gartner-customer-experience-survey/ (https://www.gartner.com/smarterwithgartner/key-findings-from-the-gartner-customer-experience-survey/)\r\n\n3) McCafe Campaign - Creating Emotional Loyalty: http://www.liquidbarcodes.com/mcdonalds-loyalty-campaign-brewing-good/ (http://www.liquidbarcodes.com/mcdonalds-loyalty-campaign-brewing-good/)\r\n\n4) PWC Report on Voice Assistants: http://explore.pwc.com/c/pwc-voice-assistants (http://explore.pwc.com/c/pwc-voice-assistants)","thumbnail_width":300,"thumbnail_height":300,"thumbnail_url":"https://artwork.captivate.fm/062ca844-0b0c-456a-ae8b-58f9ad9494e2/2953009-1579073654159-a2bd95aeee4ac.jpg"}