The Power of Experience: Deborah Otiso on Loyalty Personality Quiz

The world of airline loyalty is a high-stakes ecosystem of miles, tiers, and exclusive lounges. For decades, it has set the benchmark for customer retention. But in an age of endless choice, what does a modern loyalty expert in this competitive space personally value when they are the customer?

To find out, we invited Deborah Otiso, Operations Manager for CRM & Loyalty at Kenya Airways, to take a seat for our latest Loyalty Personality Quiz with Michał Ostasz. Deborah steps away from managing a program to reveal the personal preferences that shape her professional perspective.

We dive into the tough choices every consumer faces.

• When it comes to engagement, what wins Deborah over? Is it the practicality of a discount, the fun of gamification, or the lasting memory of an exclusive experience? Her answer provides a powerful insight into where the industry is heading.
• Does she prefer the slow build of gradable rewards or the thrill of instant perks?
• And when asked what she appreciates most in a program—comfort, discounts, or brand values—her definitive answer speaks volumes about the modern consumer.

Deborah also shares her compelling vision for the future of loyalty, a future built not just on transactions but on deep, meaningful customer connections. All these clues lead to one final destination: her unique loyalty personality type.

Is she a data-driven pragmatist, or does she see loyalty as something more emotional—a true connection with a brand? Watch the full episode with Deborah Otiso below to discover her fascinating results.