In this episode of Travel Buddy, Switchfly's CEO, Nowell Outlaw is joined by loyalty industry leader Mark Johnson of Loyalty360 to unpack the latest trends and challenges shaping customer loyalty programs for 2025 and beyond. Together, they examine surprising data on travel resilience, the growing demand for value, and the nuanced role of personalization and AI in building lasting brand relationships. Gain fresh perspectives on balancing technology, customer trust, and simplicity in program design, as well as practical advice for loyalty leaders looking to evolve their strategies. Tune in for actionable insights and firsthand research that will help you elevate your loyalty initiatives in the year ahead.

Chapters
(00:01) Navigating Value in Loyalty Programs
(03:36) Dispelling Travel and Loyalty Myths
(05:33) Shifting Trends in Points Redemption
(07:52) Impact of Devaluation on Customer Trust
(10:37) Personalization and Program Simplification
(15:36) AI, Data, and Privacy Concerns
(23:42) Getting Started and Organizational Focus
(32:33) Empowerment and Industry Collaboration

Connect with Switchfly
Website: https://www.switchfly.com/
LinkedIn: https://www.linkedin.com/company/switchfly/
X: https://twitter.com/switchfly
YouTube: https://www.youtube.com/@SwitchflyOfficial