GLO FEATURED

GLO Weekly: Global Loyalty & CX News 10.11.2023 (Week 45)

GLO Loyalty & Gamification Panel at World Travel Market – November 6, 2023 – London

Listen to key takeaways from the GLO-hosted Loyalty session about companies advancing gamification in loyalty: Moderator: Tony Piedade, Deputy Chairman, Global Loyalty Organisation Julie White, Chief Commercial Officer, Europe & NAfrica, Accor Bahadir Durak, Sn. Head of Data Analytics & Loyalty Programs, Pegasus Airlines, Ali Bin Zayed, Head of EmCan Loyalty Program, Khalid El Bachraoui, MD, Marketing & CX, Sia Partner

IATA Survey: Airlines see great opportunity in shopping personalization

The 2023 World Passenger Survey, based on over 8,000 responses from air travelers during the spring and summer, indicates that the implementation of personalisation in the air shopping experience is expected to evolve gradually.

The focus of the changes is on enhancing how members earn Premier qualifying points (PQPs) through purchases on United MileagePlus credit cards issued by Chase. This aims to facilitate the achievement of Premier status by increasing card spending.

Qatar Airways has introduced a new feature called ‘Avios Max,’ which enables users to fully pay for any Qatar Airways flight (excluding taxes) using Avios.

Capturing both the spirit of innovation embedded in Emirates’ culture, and an ongoing environmental commitment to consuming responsibly, Emirates is launching a unique capsule collection of luggage, bags and accessories – all fashioned from upcycled materials from retrofitted aircraft.

Group: Record half-year profit of AED 10.1 bn (US$ 2.7 billion), up 138% from the same period last year, driven by strong demand for international travel across regions. Emirates: Revenue up 19% to AED 59.5 bn (US$ 16.2 billion), with profit of AED 9.4 billion (US$ 2.6 billion), up 134% compared to the same period last year. Performance reflects airline’s ability to serve strong demand across regions with capacity ramp up, and win customers with ongoing investments in products and services.

The airline is offering three services initially: Departure (luggage picked up and collected at destination), Arrival (bags delivered to the final destination), and Door-to-door (seamless luggage experience from check-in at home to delivery at the final destination). The services are available for flights across Europe from London Gatwick and Geneva..

Currently, Condor’s codeshare extends to over 70 Alaska domestic routes from various key locations. Both airlines have had an inter-line partnership for over a decade, and since 2017, Alaska Mileage Plan members could accumulate and use frequent flyer points on Condor flights.

British Airways introdcues festive menues for Diwali and Thanksgiving as well new additions to its onboard experience

British Airways’ Chief Customer Officer, Calum Laming, said: “We know that many of our customers will be celebrating Diwali and Thanksgiving this month, so we wanted to go that extra mile to spread some joy over the festive season, both on the ground and at 35,000ft. For those celebrating, we’d like to wish them a very Happy Diwali and Happy Thanksgiving from everyone at British Airways.”

Cathay Pacific selects Loyal Solutions technology

Cathay Pacific and Loyal Solutions have entered a multi-year contract where Loyal Solutions will provide its market leading card-linking SaaS platform, LoyalTfacts® to power further innovation for Cathay`s successful Asia Miles program.

Vistara (India) introduces complimentary wi-fi service exclusively for Club Vistara members

This complimentary Wi-Fi service is available to all Club Vistara members, regardless of their membership tier, accumulated points, tenure of membership etc. This makes Vistara the first Indian airline to offer free unlimited Wi-Fi to its customers onboard.

Alaska Airlines rekindles nostalgia with ‘Greatest Hits’ Menu, bringing back beloved inflight meals this winter

Alaska Airlines is taking a walk down memory lane by bringing back its most loved dishes starting this month through spring 2024, along with a selection of new seasonal chef-curated meals and a line-up of exciting beverages.

Egyptair announces expansion plans

Engineer Yehia Zakaria, Chairman and CEO of EGYPTAIR Holding Company, says: “At EgyptAir we have announced the ambitious plans of the national carrier to enhance its network in Asia…EGYPTAIR is committed to a long-term strategy focused on attracting a larger customer base worldwide. This strategy aims to provide travellers with a diverse range of travel options, both through the airline’s extensive network of destinations and the global Star Alliance network.”

Etihad unveils new lounges at Abu Dhabi Airport

Occupying three floors on the north side of Terminal A, nestled between Piers C and D, Etihad’s remarkable new lounges cater to both First and Business class passengers. They encompass various dining options, spaces for relaxation, and entertainment facilities, including the impressive Constellation Bar located in the enclosed Roof Lounge.

Southwest Airlines recognised on Forbes 2023 Customer Experience All-Stars List

“Southwest is committed to delivering a travel experience that aligns with our brand and meets the evolving expectations of our Customers,” said Tony Roach, Senior Vice President Marketing and Customer Experience at Southwest Airlines.

AirAsia founder named APAC CEO of the Year

This accolade, determined by industry experts, including airlines, lessors, banks, law firms, and other key stakeholders, is part of the annual industry poll conducted by Airline Economics.

Rose City meets Music City. Alaska Airlines adds new Portland-Nashville nonstop

Alaska Airlines is adding a nonstop route from the Pacific Northwest to Nashville

WTM 2023: Riyadh Air Looking For Airline Partnerships

The newly established Saudi Arabian flag-carrier, Riyadh Air, intends to create a “virtual network” in collaboration with partner airlines during its initial phases of development. The airline, set to commence services in early 2025, has garnered substantial interest from international carriers worldwide, as stated by Chief Commercial Officer Vincent Coste on November 6 at the World Travel Market exhibition in London

Saudi Arabia Confirms its investment into Boom Supersonic

According to Saudi Arabia’s Neom Investment Fund (NIF), the financial group associated with the development of the Saudi smart city, has officially completed a strategic investment in Boom Supersonic, a high-speed airliner developer.

2023 winners of the sixth annual Points Guy Awards announced

“In a year marked by a robust return to travel, we’re delighted to acknowledge excellence in travel credit cards and loyalty programs,” shared Brian Kelly, founder of The Points Guy.

Expedia introduces Unpack’24: The Trends in Travel from Expedia, Hotels.com, and VBRO

Expedia Group unveiled Unpack ’24, a comprehensive look at what’s motivating travelers and where they’re going next year. Based on the company’s unmatched first-party travel data, plus a global consumer survey of 20,000 travelers, Unpack ’24 includes eight new travel trends for 2024, from top destinations to what’s next in travel tech.

Wyndham Adds to Strong Asia Pacific Footprint with Debut of Wyndham Grand in South Korea

Wyndham’s strategic expansion in South Korea comes when there is increasing demand for travel to the popular destination, with the number of international visitors surpassing 1 million for the first time in July 2023.

BWH expands portfolio

BWH continues to strategically grow their global presence, adding properties in key locations worldwide.

Tom Rowntree, IHG VP of luxury brands, on announced plans for a comprehensive global rebranding of InterContinental.

IHG revealed plans for a comprehensive global rebranding of InterContinental, encompassing various aspects from design to service approach. Tom Rowntree, VP of luxury Brands at IHG sherds light on plans for IHG, Six Senses and Regent transformation

Get Hundreds of Offers in Dubai this Winter with My Emirates Pass

Emirates customers flying to or through Dubai can simply show their boarding pass and a valid form of identification to unlock incredible offers to some of the biggest family attractions for less including At The Top Burj Khalifa, Aquaventure waterparks at Atlantis The Palm, IMG Worlds of Adventure, Dubai Parks & Resorts, City Sightseeing and much more.

Bilt Rewards and Marriott Bonvoy® Announce New Collaboration

Bilt Members Can Transfer Bilt Points 1:1 to Marriott Bonvoy® Points; For Every 20,000 Bilt Points Transferred to Marriott Bonvoy, Bilt Members Will Receive 5,000 Additional Marriott Bonvoy Points.

Booking.com Expands into Cruises in the U.S.

Booking.com, one of the world’s leading digital travel companies, announces the launch of Cruises as a new travel vertical for customers in the United States.

Starbucks announces new rewards partnerships

In their 2023 Reinvention Update and Holiday Launch presentation on November 2, the world’s largest restaurant chain revealed plans to collaborate with additional companies for cross-brand rewards, following their successful partnership with Delta.

Amazon introduces grocery delivery program to non-Prime customers

Amazon is extending its grocery delivery and free pickup services to all customers in U.S. cities or towns where Amazon Fresh grocery stores are available, not just limited to Prime members, according to a press release on Thursday (Nov. 9). The move aims to simplify the grocery shopping experience for all customers, whether in-store or online.

Interview: Chris Duncan, Vice President of Consumer Insights and Digital Marketing at Claire’s (UK)

The truly outstanding programs are those conceived by brands and retailers that not only listen to their primary customer base but go further by involving them in crafting the loyalty program. This customer-centric method not only resonates with consumers but is more likely to establish enduring relationships and brand loyalty.

Score points, save and win with Payback (Germany) at “Singles Weekend” and “Black Week”

The popular Singles’ Day is being extended by one day this year, so bargain fans can look forward to a whole weekend of special offers. From 3 p.m. on November 10 up to and including November 12, it’s all about shopping at PAYBACK.de/singlesday for two days and saving big with up to 22x points.

LK Bennett Leverages Givex Technology in Collaboration with Thrift+

As part of its mission to promote sustainability, LK Bennett has integrated Thrift+ into its operations, allowing customers to conveniently recycle their gently worn clothing. When these unwanted items find new owners, customers are rewarded with LK Bennett E-Gift Cards through an integrated E-Gift Card solution provided by Givex.

Meals on Wheels America Collaborates with the Fuel Rewards® Program at Shell to Give Back This November

Through November 23, Shell – in conjunction with PDI, the convenience retail technology company powering the Fuel Rewards® program – is donating one cent to Meals on Wheels America for each gallon of gas purchased at Shell by Fuel Rewards® members with Platinum Status, up to $200,000.

Pieology Unveils ‘Pies and Perks,’ Elevating the ‘Pie Life Rewards’ Experience with Free Perks with every purchase of a Craft Your Own Pizza

Between Nov. 8 and Dec. 31, 2023, all existing Pie Life Rewards members and any new Pie Life Rewards members will receive exclusive Pies and Perks status.

Krispy Kreme strategically investing in digital platforms to expand its reach among Generation Z

Krispy Kreme Global President and COO, Josh Charlesworth, also plans to enhance eCommerce and loyalty programs to increase purchase frequency, responding to the strong consumer demand for such programs.

Grocers Prepare for an Omnichannel Holiday Season as Digital Regains Lost Momentum

The report foretells a holiday grocery shopping season that will be more omnichannel than ever before, with 83% of shoppers planning to use grocers’ online stores and apps, 78% of shoppers reporting that they will buy both in-store and digitally for the upcoming holiday season, and 21% planning to buy the majority of their holiday groceries online.

VIA Rail’s (Canada) revamped Preference program set to launch on November 18

Originally scheduled for March 2023, the launch was deferred multiple times, but the rail operator has now confirmed the official date.

Visa launches Real Time Visa Account Updater in Asia Pacific to streamline payment experiences

With the introduction of the service in Asia Pacific, consumers and merchants in the region will have access to Real Time VAU across subscription services such as ride-hailing, food delivery and monthly utility payments, amongst others.

Card-Linked Offers Drive Streaming Subscription Adoption

This survey delved into consumer attitudes regarding loyalty programs and card-linked offers, as well as strategies for merchants to enhance the visibility and utilisation of such offers.

Tiger Pistol expands advertiser ecosystem to Include TikTok

A recent Kantar study reveals that three out of every four marketers intend to boost their online video budget.

Vonage launches SuperPhone®, an all-in-one SMS marketing platform

Marketing Platform SuperPhone® Helps Coaches, Creators, Brands & Retailers Increase Customer Engagement and Drive Revenue Powered by Vonage

Bumble Personalizes Subscriptions to Reach Gen Z Daters

Bumble is introducing subscription plans geared towards Generation Z consumers for its dating app, aiming to encourage them to make payments.offering shorter durations and increased personalisation.

Amadeus results: Asia travel spearheads rise in Q3 bookings & growth trajectory continues

– Air Distribution bookings increased 15.7%, to 348.0 million.  – Air IT Solutions passengers boarded increased 29.7%, to 1,452.8 million. – Air Distribution revenue grew 25.9%, to €2,027.6 million.  – Air IT Solutions revenue increased 22.0%, to €1,408.5 million. – Hospitality & Other Solutions revenue grew 17.8%, to €650.4 million.

Tripadvisor is incorporating generative AI tools into its Trips travel-planning tool for personalized itineraries

According to Tripadvisor’s CEO, Matt Goldberg, the incorporation of generative AI into its Trips travel-planning tool is yielding favorable outcomes.

Glance recognized in the 2023 Gartner® Market Guide for Digital Customer Service and Support report

The Glance Guided CX platform brings human connection into digital spaces, allowing representatives and customers to connect in seamless, in-brand collaboration in real time.

Sabre announces new technology agreement with Taiwanese travel agency

The cooperation will provide customers with a seamless and personalised travel booking experience, delivering exceptional travel services for travelers while saving agent time with each transaction.

Glia Ranked Number 225 Fastest-Growing Company in North America on the 2023 Deloitte Technology Fast 500™

Glia’s strong growth is powered by its seamless, Customer Interaction Platform that unifies traditional phone, SMS, chat, voice and video—supported by on-screen collaboration.

Optimove launches OptiGenie, AI-powered, customer-led marketing assistant to deliver top-tier, personalized experiences

chieving true personalization is every marketer’s goal and with AI this really comes to life. Meet OptiGenie – your AI-powered, customer-led marketing assistant that will guide you through every step of your workflow. With OptiGenie’s AI Insights, AI Creation, and AI Orchestration you can deliver top-tier, personalized experiences that delight your customers at every touchpoint.

McKinsey report: future of tourism to include bridging the labor gap and enhancing customer experience

McKinsey’s Future of Tourism article expects travel and tourism GDP expected to grow at an average annual rate of 5.8% between 2022 and 2032, surpassing the growth of the overall economy, which is expected to grow at 2.7% annually. The report highlights 2 main aspects of future of tourism: contractless interactions and shortage of labor

The PYMNTS Intelligence: The Influence of Subscription Models on Consumer Decision-Making

The findings of the report indicate that 27% of subscribers participate in VIP membership programs.

EY Future Consumer Index: US consumers are looking to get more for less this festive shopping season

The 13th edition of the EY Future Consumer Index (FCI), a global study surveying more than 22,000 consumers across 28 countries, including 1,500 in the US, signals that US consumers are focused on finding the best deals rather than prioritising experiences, brand loyalty or convenience.

PYMNTS Intelligence and Banyan Report: “Leveraging Item-Level Receipt Data: How Personalized Card-Linked Offers Drive Store Card Usage”

According to PYMNTS Intelligence, despite over half of card users possessing a store card, only 12% have utilized these cards for making purchases in the last 30 days.