5THWAVE Podcast - Forward-thinking series examining the business of progressive coffee culture

28 April 2023 | 34 mins

Episode 65: Digital loyalty apps: Game-changing benefits

On the podcast today we're exploring the rise of digital loyalty apps and how these tools are revolutionising the way operators engage with their customers.

We first speak with two leading coffee shop app developers, Miles Bailey and Tim Silbermann, Founders of RWRD and Ali Al Ebrahim, Founder and CEO, COFE App, to understand the vast benefits these technologies can generate for operators.

We then speak with James Flett, Head of Marketing, Caffè Nero to find out how the brand uses gamification and personalised communication to drive engagement and repeat business.

Credits music: "Prey" by Kavalla in collaboration with The Coffee Music Project and SEB Collective

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Guests

Miles Bailey

Co-founder, RWRD

Miles Bailey is co-founder of RWRD - a customer engagement & staff tipping platform rewarding both sides of the counter. With a background in hospitality and F&B focused e-commerce start ups, Bailey co-founded RWRD along with Tim Silbermann in 2019 and now works with coffee shops across the UK, Australia, South Africa & the US/Canada.

Tim Silbermann

Co-founder, RWRD

Tim Silbermann is a co-founder of RWRD - a customer engagement & staff tipping platform. Silbermann served as a British Army Officer within the Infantry before moving into Technology Change. In 2019 making the decision to combine his love for coffee with technology by launching RWRD App alongside his close friend Miles Bailey in 2019.

Ali Al Ebrahim

Founder & CEO, COFE App

Ali Al Ebrahim is the Founder and CEO of COFE App, a digital platform providing pick-up, scheduling and delivery services, connecting coffee shop operators with their customers. Founded in 2017, COFE App counts two million active users, and represents over 800 brands across 3,500 locations in Kuwait, The United Arab Emirates, Saudi Arabia and Egypt.

James Flett

Head of Marketing - CRM & Partnerships, Caffe Nero

James Flett is Head of Marketing for CRM & Partnerships at Caffe Nero an international chain operating more than 1,000 coffee houses globally. Flett is responsible for Caffe Nero’s overall customer and rewards strategy and played a key role in the development and implementation of the brands online loyalty programme and mobile app.