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Uncaged Wisdom on The Magic of Loyalty in Travel & Hospitality

with Mark Ross-Smith, CEO at

Uncaged Wisdom and Mark Ross-Smith
The Magic of Loyalty in Travel & Hospitality
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On this week's episode of Uncaged Wisdom, we’re joined by travel loyalty guru and fellow double-barrel surname-r Mark Ross-Smith. During his exciting career, Mark has created a social network, passionately run airline loyalty programs, consulted & advised across airline, hotel & telco industries, and is currently the CEO at

Our conversation focuses on a recent blog written by Mark entitled ‘The Magic of Loyalty,’ which can be found right here on After discussing what Mark sees as the magic of loyalty, we also consider what travel and hospitality brands can do in the new Post Covid-19 landscape.

Oh, also playing the role of Kayla, we have Steve Arsenault, Strategic Account Executive for Cheetah Digital, specializing in the Travel & Hospitality industry. Enjoy!

Episode Highlights

  • The art and science behind great customer loyalty programs.
  • Points on setting up a loyalty program, or evaluating an exiting one.
  • Understanding how travel has changed in a post-COVID world.

Listen on your favorite podcast player








Your hosts

Julian Bracey-Davis
Senior Director, Pipeline Dev & Marketing Content, Cheetah Digital
Julian Bracey-Davis

Julian is the Senior Director of Pipeline Dev & Marketing Content for Cheetah Digital. Prior to this Julian was the Head of Customer Success & Account Management for Experiences in AMER. Over the past 10 years, he has been focused on making strategies and software work for brands and the digital marketers trying to implement them. Once an Englishman in NYC, now a Cornishman in Coppell, TX. The line is a dot to him. ¯\_(ツ)_/¯

Kayla Siegmeier
Kayla Siegmeier
Senior Manager, Communications Strategy, Cheetah Digital
Kayla Siegmeier

Kayla Siegmeier manages Cheetah Digital’s client-related content and strategic communications along with client advocacy and analyst relations. She has spent her career in B2C marketing with a focus on the development and execution of strategic loyalty programs, direct response, and brand marketing. She now brings that experience and passion for analyzing member behaviors to drive loyalty and engagement to Cheetah Digital, helping showcase the value of the Customer Engagement Suite to leading marketers through the stories of our clients. When not discussing the value of developing emotional loyalty, Kayla can be found enjoying the outdoors with her husband and two children.