Susan Nisbet

Senior Director, Loyalty & Partnerships H World International

Susan Nisbet is a loyalty strategist and consultant with more than 20 years of experience across hospitality, travel, and customer engagement. Her career spans Europe, the Middle East, and Asia, including senior roles in Dubai and Hong Kong, where she developed deep expertise in loyalty strategy and customer experience within international hospitality brands. She currently works with H World International, supporting the strategic development of the H Rewards loyalty program. Her work focuses on the growing role of loyalty as a commercial driver, helping organisations move beyond traditional points-based programs toward broader ecosystems built around partnerships, data, and customer insight. Susan regularly speaks about the future of loyalty, the role of emotional intelligence in customer relationships, and how brands can transform loyalty programs into meaningful commercial assets.

Summit Day One - Tuesday, 6th October 2026 [CET]

14:00 Panel Discussion: What Makes a Loyalty Programme Work

In a world of price comparison, low switching costs, and promotion fatigue, many loyalty programmes struggle to drive genuine customer engagement. This panel explores what differentiates loyalty programmes that customers actually use from those that simply exist. Panellists will discuss how organisations design programmes that create real value, balance transactional rewards with emotional connection, and integrate loyalty into broader customer experience strategies.

Learning Objectives

• Dissect the characteristics of loyalty programmes that drive real engagement

• Discover how organisations design loyalty strategies that customers actively use

• Understand how loyalty programmes integrate with wider CX and brand strategy

Key Takeaways

• Insights into why some loyalty programmes succeed while others fail

• Learnings from organisations designing effective loyalty ecosystems

• Considerations for building loyalty initiatives customers genuinely value

Check out the incredible speaker line-up to see who will be joining Susan.

Download The Latest Agenda

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