Emma is a loyalty strategist who loves digging into the real, human side of why customers stay, leave, or come back. She brings a clear, thoughtful voice to the loyalty space, unafraid to explore the decisions that don’t have easy answers. She’s spent her career shaping programs and experiences that actually resonate with people – rooted in curiosity, honesty, and a genuine fascination with how loyalty works in the wild, not just in theory. Spanning major retail, energy, FMCG, and global brand environments, Emma has been involved in loyalty strategies and customer experiences for organisations including Poundland & Dealz, E.ON Next, Jaguar Land Rover, Sky, Müller, Ocado, Gucci Group and Manchester Airport Group.

Utter Loyalty brings you live, on-location conversations from the heart of the industry. Loyalty leaders speaking as themselves — no scripts, no rehearsals, no best-practice theatre.

Just raw thinking, real opinions, and the grey areas shaping loyalty right now.