Podcast 83 - Financial Services Loyalty

About this episode

The episode discusses the competitive landscape of loyalty in financial services with insights from industry leaders.

Loyalty in financial services is big business, touching millions of customers and billions in spend every day. But it is also one of the most competitive sectors in loyalty. With open banking, rapid fintech innovation, and rising digital expectations, financial services brands must work harder than ever to earn trust, engagement, and long-term loyalty. In this episode, we bring together a panel of leaders from some of the world’s most successful financial services programmes. Johan Moolman, now at Sanlam Bank and formerly of eBucks in South Africa, shares his experience from a market widely regarded as a global leader in financial services loyalty. Nceba Hene from African Bank discusses the team’s award-winning approach, having been recognised as Team of the Year at the International Loyalty Awards. And JP Lips, former CEO of Nectar in the UK and now President for Europe at Capillary Technologies, adds a broader global perspective on what success looks like. Together, they explore the challenges of building loyalty in financial services, how these challenges differ across markets, what sets top-performing programmes apart, and the essential advice they would give to anyone new to…

People in this episode

Guests: Johan Moolman, Nceba Hene, JP Lips

Topics covered

• financial services
• loyalty programs
• customer engagement
• fintech innovation
• trust building
• market challenges

Keywords

• financial services loyalty
• customer loyalty
• open banking
• fintech
• digital expectations
• loyalty challenges

Sponsors

Capillary Technologies

Mentioned in this episode

Organizations: Sanlam Bank, eBucks, African Bank, Nectar, International Loyalty Awards

More episodes of Loyalty Wired

• Podcast 89 - Loyalty - The Case for Change · May 12, 2026 · 44 min
• Podcast 88 - Emotional Loyalty · April 21, 2026 · 35 min
• Newscast 28 - Status Wars and Loyalty Tech Consolidation · March 23, 2026 · 33 min
• Podcast 87 – Retail Media, Loyalty & the Future of Commerce Media · February 23, 2026 · 35 min
• Newscast 27 - Measuring What Matters · February 10, 2026 · 32 min
• Podcast 86 - Rory Sutherland on Behavioral Science and Loyalty · January 19, 2026 · 52 min