GLO FEATURED

GLO Weekly: Global Loyalty & CX News 24.11.2023 (Week 47)

GLO interview: Bahadir Durak, Head of Data Analytics & BolBol Loyalty Program, Pegasus Airlines on gamification, personalisation and AI

0:00 – Introduction to Pegasus BolBol Loyalty Program 2:56 – on key milestones 4:47 – on BolBol Youth Program 5:37 – on gamification and personalisation 11:42 – on partnerships 13:19 – on how to stay ahead of the competition 14:26 – advice to younger self 16:13 – Magic wand

GLO Interview at WAF Lisbon: Mauro Oretti, Chief Operating Officer, SkyTeam – Part 1

0:00 – Introduction 0:29 – on key trends post-COVID 6:04- on opportunities in the next 18 to 24 months  7:23 – on budgets 09:32 – on sustainability initiatives and the Sustainable Flight Challenge 12:52 – on regional differences in sustainability efforts

GLO Interview at WAF Lisbon: Mauro Oretti, Chief Operating Officer, SkyTeam – Part 2

0:00 – On partnerships 5:28 – Magic Wand 8:44- Advice to younger self

Reachable free of charge above the clouds – Free messaging on Lufthansa’s European flights

Send and receive as many messages as you like, including photos, free of charge. Streaming and surfing becomes significantly cheaper

Emirates headlines the ULTRAs 2023 Awards as “Best Airline in the World”

Double win for the Dubai-based carrier as it also took home “Best Airline in the Middle East.” Thousands of global readers recognized Emirates for its outstanding customer service, operational excellence, and world-class products.

Southwest Airlines earns high ranking in business travel news survey for excellence in corporate travel

Southwest Airlines Co. celebrates the carrier’s recognition on the Business Travel News (BTN) 2023 Airline Survey for customer satisfaction in business travel.

‘Meant to Be Together’: New Delta and LATAM Airlines campaign highlights exceptional customer benefits of alliance linking North and South America

The “Meant to Be Together” campaign will be featured across various communication channels, including digital media and social networks.

Members of each carrier’s loyalty program will have the opportunity to earn points or credits when using codeshare services provided by the other airline. This initial step will be followed by a more extensive loyalty agreement, enabling passengers to accumulate or redeem points and access elite-level benefits across the global networks of both carriers.

Vietnam Airlines joins AAPA ranks

Caribbean Airlines signs a deal with Saudis via Air Connectivity Programme

Caribbean Airlines has revealed its current efforts in examining opportunities for strategic collaboration with Saudi Arabia. Chairman Ronnie Mohammed shared that this exploration is occurring within the framework of Saudi Arabia’s Air Connectivity Programme (ACP).

Alaska Airlines partners with CHOOOSE to empower guests to reduce emissions and support growth of the sustainable aviation fuel market

Emirates Unveils Exclusive Chauffeur Drive Service for First and Business Class Passengers Jakarta

Qantas rolls out new travel management experience for Australian businesses

The custom booking solution was developed for Qantas Business Rewards based on member feedback about the demands of managing business travel.

ITA Airways and Korean Air sign new codeshare agreement

The arrangement with Korean Air is ITA Airways’ 32nd codeshare agreement, a result achieved in just over two years since the company’s inception.

Saudia to deliver a superior traveler experience with Amadeus Nevio

Cathay hosts annual Hackathon

A total of 280 tech-savvy and entrepreneurial students gathered for a 24-hour period, collaborating to develop and present innovative solutions aimed at enhancing customers’ travel experiences.

AirAsia starts flights to India

AirAsia now operates a strong network servicing 10 international routes directly from India to Malaysia and Thailand with 104 flights weekly from short-haul airlines AirAsia Malaysia (flight code AK) and AirAsia Thailand (flight code FD).

Savour the flavours of Thanksgiving in the skies with Emirates

Emirates will be offering special menus on flights from Dubai – USA – Dubai, between the 23-30 of November to celebrate the occasion of Thanksgiving. Traditional festive fare will also be served in the lounges of Dubai, Boston, New York, Los Angeles, and San Francisco from 18-25 November.

Ethiopian Airlines expands fleet with A350 order

Qatar Airways Renews Longstanding Partnership with FIFA

The renewed collaboration will include the FIFA World Cup 26™, FIFA Women’s World Cup 2027™, and FIFA World Cup 2030™, as well as youth tournaments starting with FIFA U-17 World Cup™ in Indonesia.

Emirates joins UAE-based research consortium for renewable and advanced aviation fuels

In the UAE Year of Sustainability, and at the 3rd ICAO Conference on Aviation and Alternative Fuels (CAAF/3) was held in Dubai, eight founding entities announced the launch of the “Air-CRAFT” initiative – a UAE based research consortium focused on developing, producing, and scaling sustainable aviation fuel (SAF) technologies.

Etihad Airways to host CAPA World Aviation Summit and Awards for Excellence in Abu Dhabi

This summit will bring together leading figures in global aviation to explore significant changes that have emerged over the past year, and discuss the industry’s future in 2024 and beyond. It provides a platform for thought leadership, extensive networking, and comprehensive insights into current trends and issues.

Korean Air apppoints Cambodia country manager

Korean Air appointed Hoyeon (Chris) Chang as country manager for Cambodia, a seasoned veteran with the SkyTeam Alliance carrier for 17 years.

Pegasus Airlines selects SkyBreathe 360° eco-flying platform to increase fuel efficiency and lower carbon emissions

This partnership marks a significant milestone in the airline’s ongoing efforts to enhance its fuel management program.

ALL – Accor Live Limitless & Woori Card unveil co-branded credit cards in South Korea

The best in global travel for 2023 celebrated at star-studded ULTRAs Awards ceremony in Dubai

Hotel Lutetia Paris named hotel of the year, Capella voted leading luxury hotel brand, Japan shines as most popular holiday hotspot and Portrait Milano recognised as best new hotel, while Dubai wins multiple airline and airport accolades

Marriott Bonvoy Kicks Off Largest Cyber Week Sale to Date

Merging Rich History and Modern Design, the Luxury Collection Debuts in Georgia With Vibrant Contrast

Mandarin Oriental Exclusive Homes launches first property in Thailand

Operated in collaboration with luxury home rental platform StayOne, each home is hand-picked for its outstanding quality and sought-after location, while also providing personalised service and experiences in keeping with the legendary hospitality of the award-winning brand.

ALL – Accor Live Limitless launches “ALL Childhood Dreams”

The campaign features six Paris Saint-Germain players: Marco Asensio, Gianluigi Donnarumma, Lucas Hernandez, Marquinhos, Danilo Pereira and Manuel Ugarte. Its aim is to promote the promise of making travel and everyday life easier and more enjoyable with ALL.com, the Accor group’s booking platform and loyalty program.

Guestline announces launch of new voucher and gifting platform GuestVoucher

Hoteliers will now be able to sell personalised monetary and experience vouchers to guests who will then have the choice to redeem against particular hotel services or use as an alternative to cash payments.

Hilton Appoints Zubin Saxena as India Country Head

Saxena will oversee Hilton’s 25 trading hotels in India and lead the company’s expansion in South Asia with 20 properties in the development pipeline.

Mandarin Oriental, Miami, celebrates art week

Exhibitions, special stays and activations make the storied Brickell property Miami’s most enticing destination for Art Week 2023.

Anantara announces senior leadership appointments in Europe

Luxury operator Anantara Hotels, Resorts & Spas has welcomed two new General Managers to its properties in Europe: Gaudéric Harang takes charge of Anantara Plaza Nice Hotel in France while Wael Soueid has taken the reins at Anantara Vilamoura Algarve Resort in Portugal.

Hungary’s first Radisson-branded hotel opens in Budapest

Radisson Hotel Budapest BudaPart is Radisson Hotel Group’s fourth hotel in Budapest, joining Radisson Blu Beke Hotel, Budapest; Park Plaza Budapest; and Park Inn by Radisson Budapest, giving travelers to the city even more choices across four distinct brands.

Boots aims for a modernization initiative through a substantial overhaul of its IT systems and loyalty programs.

As part of a comprehensive transformation, Boots has initiated a major upgrade of its fundamental IT systems, aiming to modernize its digital capabilities and enhance its customer offerings.

Meritage Jewelers Chooses Jewelers Mutual® Insurtech Solution to Transform the Customer Experience

New Luxsurance® technology allows the jewelry retailer to extend cutting-edge conveniences to customers for instant connectivity to their jewelry collections and jewelry protection.

The London Gatwick Electric Forecourt® is set to launch a Simply Fresh convenience store that incorporates Amazon’s Just Walk Out technology.

At the upcoming London Gatwick Electric Forecourt®, a groundbreaking EV charging destination by GRIDSERVE, customers will experience a swift and seamless shopping experience while charging their electric vehicles, thanks to the incorporation of Amazon’s Just Walk Out technology in a Little Fresh-branded convenience store.

NBA and Footlocker announce multiyear partnership

The comprehensive collaboration will engage fans throughout the NBA season, including at marquee league events such as NBA All-Star. Additionally, the partnership will be extended to Foot Locker’s loyalty program, FLX, providing additional connection points for customers throughout the season.

Payback receives the “fairness award for smart payment”

The award is presented jointly by n-tv and the German Institute for Service Quality (DISQ) to companies with outstanding consumer ratings.

ALL Aboard! Travel through time with the new Lego ideas Orient Express set

The LEGO Group unveiled the LEGO® Ideas Orient Express – a beautiful brick recreation of the one of the world’s most luxurious and legendary forms of travel. Known as a ‘rolling palace’ the Orient Express was the world’s first international luxury train that carried thousands of passengers across Europe to Istanbul from 1883 to 1977.

 G-SHOCK introduces new rewards program just in time for the holidays

Launching ahead of the holiday season, the exciting points program is designed to reward valued customers for their continued support and dedication to the G-SHOCK brand.

Matalan appoints Jeremy Pee, former M&S digital boss as director

Matalan has enlisted Jeremy Pee as a new non-executive director. With over two decades of retail experience, Pee played a crucial role in M&S’s digital transformation during his five-year tenure.

Tesco to introduce new scan-free technology on self-service tills at GetGo store

Luxury Retailer MATCHES partners with BNPL provider Clearpay

Clearpay, a prominent player in the Buy Now, Pay Later (BNPL) sector, has announced a partnership with the esteemed London-based luxury clothing brand MATCHES. This collaboration stands out as a significant addition to the list of retailers opting for Clearpay’s payment services.

TikTok Shop signs partnership with Royal Mail

TikTok Shop has joined forces with Royal Mail to introduce Click & Drop for sellers operating on the platform. This integration aims to streamline operations, save time, and enhance the overall delivery experience for merchants.

Tesco launches Nature Programme with step-up in support for water commitment

Retailer provides extra funding for Courtauld 2030 Water Roadmap, and calls on suppliers to match ambition. Nature Programme will support suppliers and farmers transition to a sustainable food system.

Emarat launches EmCan Millionaire campaign

Dubai, United Arab Emirates: Emirates General Petroleum Corporation, Emarat, launches the ‘EmCan Millionaire’ campaign to offer 4 customers the chance to win 1,000,000 EmCan points each, worth AED 10,000. One winner will be announced every week on Emarat’s EmCan social media accounts.

Enterprise Rent-A-Car Makes Loyalty More Rewarding with Annual ‘Plus Your Points’ Promotion

The annual Plus Your Points promotion offers Enterprise Plus members the opportunity to earn free rental days faster.

Sheeva.AI and Visa Acceptance Solutions launch new platform to bring tokenization to in-vehicle payments

Comarch extends collaboration with Old Mutual to launch a Customer Loyalty Programme in Namibia

This collaboration follows their successful partnership on a similar ongoing program in South Africa.

Mastercard JV Approved to Begin Domestic Payments Processing in China

Mastercard today announced that its joint venture entity, Mastercard NUCC Information Technology (Beijing) Co., Ltd., has received formal approval from the People’s Bank of China (PBOC) and the National Administration of Financial Regulation (NAFR) to commence domestic bankcard clearing activity in China.

Merkle Strengthens Strategic Partnership with Braze

Through the expansion of its partnership, Merkle and Braze will enable more of the world’s leading brands to leverage sophisticated customer engagement strategies that drive loyalty and retention to fuel business growth.

SANDSIV and Applied Consulting Transform the Italian CX Landscape

This collaboration marries the strengths of Applied Consulting and SANDSIV, both dedicated to a shared mission: empowering companies to achieve Customer Centricity, People Engagement, and Operational Excellence.

Vericast’s NXTDRIVE Delivers Next-Level Customer Engagement with Integrated, Personalised Messaging

Collaboration with MessageGears addresses cost, resource, and data accessibility limitations to make aspirational engagement KPIs a reality.

Moss, a Leading Brand Experience Company, Expands into UK with MacroArt Acquisition

Uberall Announces Enhanced Integration Experience with Apple Business Connect

The integration advancements reaffirm Uberall’s mission to provide businesses with superior solutions for managing and customizing all their listings effortlessly—from one place—so they can get found, be chosen, build customer loyalty, and thrive in their local markets.

Beyond Traditional Coupons: BambuMeta’s Digital Revolution A New Era in Consumer Engagement

With each digital pass, brands can offer personalized experiences, tailor-made offers, and rewards that resonate with individual consumers. It represents a dynamic shift from generic, one-size-fits-all promotions to bespoke engagements that value and celebrate the uniqueness of each customer.

Teleperformance Applauded by Frost & Sullivan for Its Market-leading Position and Delivering a Superior and Engaging CX in the Metaverse

Teleperformance’s impressive growth momentum and trajectory are a testament to its customer-centric approach and revolutionary solutions, earning client loyalty and increasing market share.

ValueLabs Emerges as a Trailblazer in the Generative AI Space, Wins Prestigious Stevie International Business Awards® 2023

AiDE™ empowers enterprises to leverage the potential of Generative AI in a secure manner, at scale, enabling them to drive customer experience, and loyalty and even redesign their business models.

Private Label Credit Cards Market in the United States: Late Fees are Single Largest Driver of Profitability for Monoline Private Label Issuers

While Buy-Now, Pay-Later (BNPL) loans have impacted credit card purchase volume, the private label card industry continues to thrive due to customer loyalty and additional revenue associated with store credit cards.

US shoppers opt for budget-savvy shopping during 2023 holidays, leveraging AI as credit debt concerns loom large

New Klarna holiday research reveals Millennials’ spending resilience, the most popular shopping hacks of the year, rising demand for interest-free payments as half of consumers say they are unlikely to settle their holiday credit card bills.

76% of Americans Say Inflation Will Impact Holiday Spending, Givex Survey Shows

Givex, the cloud-based global customer engagement and business insights platform, has released the Givex 2023 Holiday Gift Card Survey and insights into consumer trends for the upcoming holiday shopping season. T

Omnichannel Shoppers Spend 1.5x More Than Single Channel Buyers, and Are 3x More Loyal Than Digital-Only Customers

Grocery Doppio’s Omnichannel Grocery Shopper report reveals omnichannel buyers’ shopping and spending habits, as well as how grocers can effectively target these profitable customers.

PYMNTS Intelligence’s study “Digital Divide: Restaurant Subscribers and Loyalty Programs”

The study, based on a survey of over 2,000 U.S. adults, indicated that 78% of restaurant subscribers and 73% of those interested in subscriptions exhibit strong loyalty to their preferred quick-service restaurants (QSRs).

nShift: 86% abandon brands over poor customer service

Now more than ever, online and omnichannel retailers have to deal quickly with customer complaints and rectify the issues that cause them to occur. 

Storyblok survey reveals consumers trust websites, but not AI

Storyblok, the content management system (CMS) category leader, announced the results of a global survey of 1,000 consumers that reveals the content they trust and reject when making purchases this holiday season.