Episode 784

Best of the Back Catalogue | Creating Emotional Connections That Last (#784)

Published on: 30th June, 2026

AI platforms are changing how customers discover brands.

Phaedon is leading the discussion on what this fundamental shift means for loyalty leaders like you.

Sign up for their live session at loyaltyinsiders.com.

--------------------------------

This week, we revisit our conversation with Kim Hardaker Former Vice President of Loyalty & Partnership from Etihad Guest, now VP of Loyalty & Sustainability at Riyadh Air.

Kim shares how Etihad Guest — with 7M+ members worldwide — evolved through unprecedented disruption, including the launch of its standout "World of Thoughtfulness" campaign.

Show Notes:

1)Kim Hardaker

2)Etihad Guest

3) #48: Etihad Guest - Loyalty Insights from Etihad Airways

Next Episode All Episodes Previous Episode

Listen for free

Show artwork for Let's Talk Loyalty

About the Podcast

Let's Talk Loyalty
“Let’s Talk Loyalty” is an industry podcast for loyalty marketing professionals.

If you work in loyalty marketing, join us every week to learn the latest ideas and marketing insights from loyalty specialists around the world.

Check out our website on: http://www.letstalkloyalty.com/

About your host

Profile picture for Paula Thomas

Paula Thomas

Paula Thomas is the Founder and CEO of Let’s Talk Loyalty and Loyalty TV.

Paula Thomas is an award-winning podcaster who founded the “Let’s Talk Loyalty” podcast and business in 2019, and Loyalty TV in 2023.

She has over twenty-five years blue-chip marketing experience, including almost a decade leading consumer loyalty programmes in multiple sectors including telecommunications, the energy sector, banking and airline loyalty programmes.

She is from Ireland and lives in Dubai.

Paula is a former judge for the “International Loyalty Awards”, and the author of the book “Driving Loyalty in Convenience Retail”.

She holds an Executive MBA from Smurfit Business College, one of Ireland’s top universities, and is a “Certified Loyalty Marketing Professional”.

In 2025, she was chosen as the International Loyalty Industry Personality of the Year.