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GLO Weekly: Global Loyalty & CX News 25.08.2023 (Week 34)

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Emirates launches movie collection onboard honouring 100 years of Warner Bros. Studios

Emirates is the first airline to bring Warner Bros. centennial celebration to the skies with this unique collection of entertainment on ice. Alongside 6,500 channels of on-demand entertainment, 45 Academy Award® winning films, over 2,000 movies, 650 TV shows, and 4,000 hours of music, podcasts, and audiobooks across 40 languages, the newly launched Warner Bros. 100 films collection will feature milestone movies from the earliest classics to recent blockbusters.

IAG Loyalty CCO: Qatar Airways Avios Integration “Has Been A Huge Success”

Rob McDonald, CCO of IAG Loyalty, revealed that over the past year and a half, more than 250,000 members had connected their accounts. This has led to a substantial flow of Avios in both directions, granting travelers the flexibility to choose from the best options and prices with both airlines.

Air Canada and Hopper Partner to Offer Travellers More Freedom and Flexibility

Cancel for Any Reason, powered by Hopper, allows customers to easily cancel their flight up to 24 hours before scheduled departure. Depending on the level of coverage purchased, upon cancellation, a refund of 80 or 100 per cent of the original eligible booking is issued immediately to the user’s preferred payment method – with no additional wait time or extra steps needed. Cancel for Any Reason is available for Standard, Flex, Premium Economy Lowest and Business Class Lowest fares. 

Qatar Airways Commemorates Collaboration with FIFA at the FIFA Women’s World Cup Australia & New Zealand 2023™ Final

Stirred Not Shaken: British Airways Introduces One-Of-A-Kind Martini Experience To Its Concorde Room At London Heathrow As Part Of Wider Lounge Improvements This Year

British Airways is continuing to invest in lounge improvements at London Heathrow and across its network. The airline most recently unveiled its Whispering Angel bar in its London Heathrow Terminal 5B lounge and will complete its full refurbishment later this year, bringing a new feel and look to the space.

Emirates marks one of its busiest summers ever

Adnan Kazim, Emirates’ Chief Commercial Officer said: “Travel demand across our network has been strong and resilient despite rising cost-of-living pressures in many markets. It shows the value that people place on travel – whether for work, play, study, or visiting loved ones; and how essential international air connectivity is to communities.”

Expedia: Traveller enthusiasm holds strong

“Our exclusive first-party data shows that search volumes in Q2 2023 were steady with the prior quarter, indicating sustained global travel interest,” said Expedia Group Media Solutions vice president of business development, Jennifer Andre. “This is a pattern we’ve seen in previous years, with consistent search volumes in Q2 2022…”

Qatar Airways Increases New York Frequency to Three Flights per Day

Connectivity is reinforced with three strategic U.S. airline partners, American Airlines, JetBlue and Alaska Airlines

TrueBlue Partnerships You Autumn Know This Fall: New Points and Perks Announced

JetBlue announced several new TrueBlue® partnerships to help customers earn valuable TrueBlue points and perks in the airport, aircraft and on the ground. These new partnerships will give members more ways to earn points and perks this fall and beyond.

Saudia hands out Green Points

The Green Points programme also encourages guests to travel with less luggage by offering a generous allotment of points. This approach makes a significant contribution towards fuel efficiency.

Southwest Airlines Honored By D CEO Magazine For Leadership In Sustainability

“Environmental sustainability is an ongoing priority for our future and drives our corporate citizenship efforts, with a focus on our People, Performance, and Planet,” said Reid Grandle, Senior Vice President, Finance, Strategy, & Sustainability at Southwest Airlines®. “We’re focused on treating our Planet similar to how we treat our Customers—with respect that extends beyond takeoff and landing.”

Pegasus Airlines announces climate program partnership with CHOOOSE

Pegasus Airlines, Türkiye’s leading low-cost carrier, is announcing a partnership with Norway-based climate tech company CHOOOSE. When travellers book a flight with Pegasus Airlines, they can visit flypgs.chooose.today where they can estimate the carbon impact of their flights and help address their travel emissions by supporting verified climate solutions.

S&P upgrades Delta’s credit rating on strong financial performance, air travel demand

S&P Global Ratings, which evaluates and assigns ratings to companies based on how they measure financial results, upgraded Delta to a “BB+” rating, one step below an investment-grade rating.

Qatar Airways Ramps Up Excitement for Expo 2023 Doha

Expo 2023 Doha, which is expected to attract an estimated 3 million visitors from around the globe, will take place in the picturesque Al Bidda Park, overlooking the azure waters of the Arabian Gulf. The six-month event will run from October 2023 to March 2024 and will offer visitors rich experiences, from beautiful gardens and thought-provoking talks, to arts and cuisine, as well as a focus on innovative solutions to mitigate desertification.

Delta Sky Club’s new location on Newark’s Terminal A reflects city’s industrial past

Delta’s stylish, new 7,000-plus-square-foot space seats over 200 guests (an increase of 50 from the Terminal B Club) and includes elevated views of the newly built Terminal A and airfield. The EWR Terminal A Club joins recently opened lounges in neighboring NYC airports.

ITA Airways and Volare to partner with Booking.com

This partnership also extends its advantages to Volare members. Participants of ITA Airways’ loyalty program, Volare, have the opportunity to amass 4 Volare points for every euro expended on accommodations booked via Booking.com.

Spirit Airlines Celebrates 15 Years of Serving Colombia with Anniversary Fares & Free Spirit® Promotion

As part of the celebration the airline is offering members of its Free Spirit® loyalty program 1,500 bonus points on round trip flights and 750 points on one-way flights to and from Colombia.

Up to 20,000 Virgin Points up for grabs with Virgin Atlantic

For a limited time, Virgin Red members can boost their points balance by up to 20,000 Virgin Points when booking a flight with Virgin Atlantic. Members who book a one-way or return flight between 24 August and 4 September 2023 will earn a bonus. Booking a return Economy ticket will earn 5,000 bonus Virgin Points, a Premium ticket will bag an extra 10,000 points, while an Upper Class flight getting you a bonus of 20,000 points.

Qantas Group posts first Full Year Profit since COVID

Qantas Loyalty achieved significant growth across several parts of its portfolio, driving record Underlying EBIT of $451 million. Frequent Flyer membership increased by around 1 million to 15.2 million and there was 19 per cent growth in the Qantas Business Rewards program, which now counts one-in-five of all Australian small-to-medium enterprises as points-earning members. The number of Qantas Points redeemed by members increased to 126 per cent of pre-COVID levels.

British Airways Celebrates 75 Years of Connecting Britain with Japan

Cancer research takes off with American Airlines Stand Up To Cancer fundraising campaign

Those who choose to donate online $25 or more will receive 25 bonus American Airlines AAdvantage miles for every dollar donated. And thanks to Mastercard, those who donate online using their American Airlines AAdvantage Mastercard credit card will receive 50 bonus American Airlines AAdvantage® miles per dollar, up to $3 million donated.

DidaTravel bookings surpass the pre-Covid marker

DidaTravel CEO Rikin Wu commented: “As the summer season progresses, the hospitality industry across APAC and worldwide has significantly recovered. We are excited to witness such incredible growth numbers compared to pre-pandemic. This is a testament to the success of Dida’s international expansion strategy and the broader rebound in both short-haul and intercontinental travel this summer.

Lanmei Airline closes official website and moves to Lantoncloud app

Travellers will have a one-stop online store to purchase travel and other consumer goods on Lantoncloud after Lanmei Airlines moves its bookings to the e-commerce platform, similar to that which AirAsia has created with its SuperApp.

MATTA recruits MAG as official airline partner

The long-standing partnership with the airline group comprising Malaysia Airlines, Firefly, and MASwings, will elevate the MATTA Fair experience offering visitors unparalleled access to Malaysia’s premier airlines, as well as other enticing offerings to complete the travel experience through MAG’s range of products aimed at enhancing travellers’ journey.

Malaysia Airlines Selects Viasat to Enhance In-Flight Experience On Board Its New Boeing 737-8 Fleet

Once introduced, high-speed internet connectivity on Malaysia Airlines’ 737-8 aircraft will allow customers to stay connected throughout their journey. With anticipated flight routes across Malaysia and Southeast Asia for the new fleet, Malaysia Airlines will leverage Viasat’s Ka-band satellite network in the region, including, once launched and in service, ViaSat-3 APAC. 

Qantas adds more than 250,000 international seats as aircraft return

IndusInd Bank Launches Multi-Branded Credit Card in Partnership with Qatar Airways and British Airways

IndusInd Bank Launches Multi-Branded Credit Card in Partnership with Qatar Airways and British Airways

MAG’s Airlines Invite Eligible Students to Redeem Flysiswa Flight Vouchers and Enjoy Additional Discount of up to 30%

The Flysiswa programme is accessible to all Malaysian students enrolled in selected local universities and wish to travel to their hometown across Peninsular Malaysia, Sabah, Sarawak and Labuan by air. To redeem the RM300 flight voucher and fly with MAG airlines, eligible students must register with MHexplorer, our student travel programme designed for individuals aged 13 to 26 years.

JetBlue Vacations Partners with Florida Panthers, Reinforcing Commitment to South Florida

Collaboration between Leading Travel Provider and Beloved Hockey Team Deepens Engagement with South Florida Community

McKinsey Insights – The future of hotels: Customized experiences, sustainable practices

In the 2030s, leading hotels will offer highly personalized guest experiences, eco-friendly travel choices, and appealing employment prospects. Hotel operators will adopt novel technologies, adapt to the evolving preferences of travelers, and prioritize sustainability. McKinsey’s experts in the Travel, Logistics & Infrastructure Practice have envisioned potential changes to the hotel experience in this era.

Marriott International Signs Agreement with New Development Group to Bring EDITION Hotels Brand to Dali in Southwestern China

Yibing Mao, President, Greater China, Marriott International, says: “The signing highlights our commitment to strengthening the presence of our luxury portfolio in Greater China as part of the ‘Brand + Destination’ development strategy. We will continue to strategically expand our footprint and match brands with complementary destinations to cater to ever-changing guest demands.” 

Four Seasons Hotel Houston Once Again Earns VPP Star Certification And Remains Only Hotel In The United States To Hold Coveted Recognition

“Providing a safe and healthy working environment for our team is of the utmost priority,” says Tom Segesta, General Manager of Four Seasons Hotel Houston. “Our team of 325 employees is proud and dedicated to proactively creating and maintaining a safe and healthy work environment at all times, which not only benefits our employees, but also our valued guests.”

HDFC Bank joins hands with Marriott Bonvoy® to launch India’s first co-brand hotel credit card

World of Hyatt Unlocks the Power of Vacations with the Reimagined Hyatt Vacation Club Brand

World of Hyatt members can now earn and redeem points across 20+ residential-style resorts under the Hyatt Vacation Club brand starting today. The brand connects the complementary vacation ownership portfolios of former Hyatt Residence Club and former Welk Resort properties to extend enhanced stay experiences that help members rediscover the joys of travel.

Exclusivity Unveiled: Luxury Goods Purveyor Hyde Park Fashion Debuts Residency At Four Seasons Hotel London At Ten Trinity Square

Ushering in a new era of exclusive designer shopping in the City of London, luxury goods boutique Hyde Park Fashion (HPF) has launched a residency at Four Seasons Hotel London at Ten Trinity Square, in partnership with the Hotel. The residency marks the brand’s first ever luxury goods showroom located within a hotel setting, offering clients and collectors an extensive inventory of Hermès products, fine handbags and accessories, with the lavish and historic backdrop of the Four Seasons property.

IHG Hotels & Resorts opens new Hotel Indigo in the heart of Guadalajara

Carol Hoeller, Vice President of Hotel Indigo, commented: “We’ve embarked on a journey to increase our estate in the next three to five years, to 200 hotels globally and are seeing an increase in desire from both our IHG One Rewards members and investors for more lifestyle brands in Mexico; so we are meeting that demand with Hotel Indigo, a brand that captures the true essence of its surroundings to offer guests a gateway into local culture and community.”

IHG Hotels & Resorts launches IHG LIFT program to drive growth opportunities for diverse owners in the US and Canada

Julienne Smith, Chief Development Officer, Americas, IHG Hotels & Resorts, said: “As our industry grows, we need to keep our focus on enabling more success for our diverse ownership base. Barriers such as a lack of access to capital and the right networks put such owners at a disadvantage. The IHG LIFT program is specifically designed to help ease the path to ownership and ultimately support owners. Diversifying ownership is not only better for IHG, it also lifts up our entire industry.”

Bringing the Business World Back Together at Four Seasons Hotel Hampshire

The ultimate experience for meetings and incentives, Exclusives and Buyouts enable companies to transform the entire Four Seasons Hotel Hampshire estate into their own and guarantee the highest levels of personalisation, privacy and exclusive access to amenities, to ensure every guest leaves feeling individually recognized and rewarded.

Game, Set, Match: IHG Hotels & Resorts Serves Up Another Ace Collaboration with the US Open Tennis Championships

As the official hotel partner and hotel loyalty program of the US Open, IHG aims to celebrate the start of one of the biggest, most prestigious tennis tournaments in the world for a fifth year. IHG is kicking off the 2023 US Open with an opening party that combines the art of tennis with the company’s legacy in luxury and hospitality.

Four Seasons Resort Tamarindo announces partnership with World’s Best Female Chef, Elena Reygadas

Four Seasons Hotel Westlake Village Honours National Yoga Awareness Month this September with Practices Open to the Public and Day-Long Yoga Fest

Hotel guests and the community are invited to connect body, mind, and spirit as the Center for Health & Wellbeing’s team of accredited health experts guides participants through a journey to understanding the eight limbs of yoga as expressed in the ancient yoga sutras, while enjoying the opportunity to deepen their personal practice.

US hotels need more EV charges

Bloomberg is reporting that only around a quarter of US hotels offer guests electric car chargers.

Hotel Indigo Melbourne on Flinders officially opens to the neighbourhood

The landmark property owned and operated by Pro-invest Group showcases 216 reinvented guest rooms which have been inspired by the intriguing and colourful legends of its Flinders Lane neighbourhood, primarily the internationally acclaimed fashion photographer, Helmut Newton whose original studio was nearby. 

Virgin Hotels Glasgow opens its doors at iconic Clydeside location

To make stays at Virgin Hotels even more rewarding, Virgin Red and Virgin Hotels’ The Know members can now link their profiles to directly earn Virgin Points when booking their next stay at one of Virgin’s stylish, luxury lifestyle hotels – including Glasgow.

Accor Appoints Gilda Perez-Alvarado as Group Chief Strategy Officer

Swan Hellenic announces top level managerial appointments

Patrizia Iantorno rises from VP of Global Marketing to take on the new senior strategic role of Chief Commercial Officer, especially created to support the integrated development of the company’s close customer focus and distinctive service values.

Middle-Class Crunch Leads to Consumer Cutbacks and Merchant Trade Downs

Without the help of assistance or comfort of a cushion, those just treading financially are in their own unique squeeze during the generally rocky consumer landscape, reflected in their pulled-back spending habits. And, until there’s a more significant shift to a smoother path, this group may find itself stuck in this position for some time.

Restaurants Have Opportunity to Boost Digital Engagement During Work Week

Restaurants that can reach these workday customers have the chance to win their loyalty by offering quick meals for consumers on deadline; promising convenient delivery to, or pickup from, major business districts; or offering lunch hour specials.

Fast-Casual Chains Turn Their Loyalty Focus to the in-Restaurant Experience

As restaurants grapple with declining foot traffic, several fast-casual chains such as Sweetgreen, Noodles & Company, and Panera Bread are extending their loyalty initiatives beyond the digital realm and into their physical establishments.

Double triumph for Proximity as Fraser Hart & Fields the Jewellers partner for clienteling success

“We are honoured to have been chosen as the preferred partner for Fraser Hart and Fields the Jewellers,” said Cathy McCabe, CEO, Proximity. “This partnership underpins our dedication to redefining customer engagement through digital innovation. We look forward to working closely with these iconic brands to create memorable shopping experiences for their customers.”

Wynshop Helps Grocers Meet Rising Digital Commerce Demand from Spanish-Speaking Shoppers in the U.S. and Latin America

Consumers See Restaurants Getting Stingier with Discounts Amid Inflation

Statistical data reveals that out of the over 1,800 consumers surveyed by PYMNTS in February, 44% of respondents noted that in the past year, restaurants have been offering fewer and less substantial discounts and perks.

Platterful Co-Founder: Subscribers Still Seek Luxury at-Home Experiences

Lowell Bieber, co-founder of the direct-to-consumer (D2C) charcuterie kit subscription box, shares: “I think people … maybe got used to habits that they had during the pandemic, like not going on big lavish trips or anything like that, but trying to keep some experiences close to home.”

Payback (Germany) awarded for “Highest Customer Benefit”

The market research company Service Value, in cooperation with the BILD newspaper, used an extensive customer survey to determine that PAYBACK was the clear leader in the “bonus programs” category.

Payback and Visa launch co-brand card

With the PAYBACK Visa credit card, users score points with every purchase and automatically receive 1° point for every 5 euros spent – for every payment, even outside PAYBACK partners.

It’s all decided on the home straight: Amazon’s Battle for Customer Loyalty vs. UPS and FedEx

By reintroducing its shipping service, Amazon aims to gain a more comprehensive grip on the entire consumer journey, allowing for greater influence over the delivery timeframe. This strategic move also reduces the reliance on third-party carriers like FedEx and UPS. This integrated approach could bolster the competitive stance of programs such as Amazon Flex among freelancers and gig economy workers.

ReturnQueen Partners with ReturnGO to Debut Unique Integration with Robust Post-Purchase Capabilities Across the Globe

“Partnering with ReturnQueen is an exciting step for ReturnGO as we continue to expand our offering with innovative logistic partners,” said Aviad Raz, Chief Executive Officer and Co-Founder of ReturnGO. “ReturnGO is dedicated to reshaping the way returns are handled in the eCommerce landscape, bringing convenience and efficiency to merchants everywhere. We’re here to set a new global standard for post-purchase convenience.”

Wine Spectator’s 2023 Restaurant Awards Recognizes Two Four Seasons Resort Hualālai Signature Restaurants With Award Of Excellence

The world’s leading authority on wine spotlights ‘Ulu Ocean Grill + Sushi Lounge and Beach Tree in its 2023 Restaurant Awards

Ongoing Restaurant Inflation Has Even Super Fans Cutting Back

Based on surveys conducted for PYMNTS’ “Connected Dining” series, the data for June reveals that merely 7.4% of restaurant customers engaged in restaurant-related transactions three times a week or more. This figure reflects a noticeable decline from the previous month’s 9.3%, and a more significant drop from the end of the previous year when it stood at 10.2%

El Lopo’s Restaurant Membership Turns Casual Customers into Regulars

In the quest to foster customer loyalty, El Lopo, a wine bar in San Francisco, has embraced a membership model as a means to reward its loyal patrons and convert casual customers into regulars. Daniel Azarkman, the owner of El Lopo, discussed how the establishment’s “Take-Care-of-Me-Club” membership initiative has not only provided a stable income during uncertain times but has also contributed to building a strong brand connection.

Solana Pay Integrates with Shopify as New Payment Option to Transform Commerce

“Solana Pay on Shopify opens up millions of merchants to a more dynamic and efficient payment choice, while consumers get the convenience and increased utility of being able to pay for goods and services with digital dollar currencies from the vast network of merchants using Shopify,” said Josh Fried, Head of Commerce Business Development, Solana Foundation.

PriceSpider Launches Next-Generation Self-Service Shoppable Solution, Evolving Its Platform to Meet the Needs of Brands Everywhere

With the new solution, brands can own the customer journey, integrate shoppable media across social media channels and turn every digital touchpoint into a shoppable experience, while allowing for optimization of campaigns in near real time.

Attain and Camelot Strategic Marketing & Media ink landmark partnership to bring real-time sales measurement to Camelot’s roster of clients

The Attain Platform, launched in beta in July, will equip Camelot’s clients with access to the company’s first-party commerce data set, which includes over half a billion dollars of daily transactions from Attain’s opted-in panel of over 5 million consumers. The data is sourced from Attain’s portfolio of mobile apps including Klover and Frisbee, which provide consumers with access to a diverse set of financial products and benefits, transparently and in exchange for their permissioned data.

IHOP Enhances Online Ordering Experience with Google Cloud AI

Powering IHOP’s new food ordering recommendation engine is Google Cloud’s Recommendations AI solution, which draws on Google’s years of experience in delivering recommended content across Google Ads, Google Search, and YouTube. With Recommendations AI, IHOP will lean into Google’s experience and expertise in AI and machine learning to create a more personalized and tailored online ordering experience for guests based on customer preferences and changes to IHOP’s menu offerings.

ParcelLab Launches Digital Returns Portal and Post-Purchase Communications

At its core, Retain operates on ParcelLab’s sophisticated infrastructure, amalgamating diverse data sources to grant brands insights into the post-purchase voyage. The system’s data model empowers retailers to personalize the returns experience, manage returns involving multiple shipments, provide specific reasons for returns, empower customer service representatives with returns process overrides, and dispense targeted content based on distinct customer segments.

Merchants Buck Discretionary Spending Pressures by Making Subscriptions ‘Essential’

In the upcoming months, Generation Z consumers might feel the pressures on discretionary spending most acutely. This demographic has played a significant role in the decline of subscription renewals, impacting roughly half of all retail subscriptions. Major retailers such as Target have expressed concerns about the negative influence of student loan payments on consumer spending.

Aevi whitepaper: A shift in mobility payments

The paper is diving into the future of mobility payments and reveal the key to breaking down the barriers that hinder convenience, customer-centricity, and innovation in the world of mobility.

McKinsey: Electric-vehicle buyers demand new experiences

Consumer attitudes toward electric vehicles are changing fast—and so are expectations of the car-purchasing experience.

Breaking Barriers: GNB Swiss Investments AG and Reltime introduce World’s First Geographically Unrestricted Cross-Border Payments Platform

The collaboration between GNB Swiss and Reltime signifies a significant leap forward in the realm of international transactions. The underlying platform transcends traditional barriers, empowering individuals and businesses to execute cross-border payments seamlessly, efficiently, and without the constraints of geographic limitations.

Credit Unions Can Be the Online ‘Influencers’ Guiding Younger Consumers’ Spending Behaviour

PSCU Chief Growth Officer Brian Scott argues that “there’s a role for credit unions to play as influencers in financial services and financial wellness in particular. That’s something the credit unions should grasp onto — and own it.”

Introducing Fun88 Partners: The Ultimate Affiliate Program with Lucrative Earnings

Fun88, a premier online betting platform catering to bettors in several regions including India, proudly announces the launch of its cutting-edge affiliate website, Fun88partners.com. This new affiliate program comes with an exciting welcome offer, granting affiliate partners an impressive revenue share, setting a new standard in the affiliate marketing landscape.

Disney Subscriptions Price Hike Could Signal Shift to Higher-Value Customers

PYMNTS Digital-First Banking Tracker® Series Report: Highlights

What Self-Service Retail Is Teaching Banks About Self-Service Banking. Numerous retailers are currently testing loyalty programs as a means to incentivize repeated purchases. However, on average, consumers are members of over four loyalty programs; nevertheless, only around two-thirds of these participants actually redeem their points within a three-month timeframe. Data suggests that prioritizing customer service initiatives might be a more effective allocation of resources.

Bilt Rewards Announces the Appointment of Sean Walsh as Managing Director, External Relations

Mr. Walsh joins Bilt from dmg media, where he served as the Global Chief Brand Officer and Managing Director of operations in the United States.

Optimove report: Navigating Telco Customer Loyalty – Start Marketing with the Customer

Learn how understanding the intricacies of each customer journey stage and using a customer-led approach, can help your telco brand forge lasting loyalty

McKinsey on the next frontier of customer engagement: AI-enabled customer service

AI-enabled customer service is now the quickest and most effective route for institutions to deliver personalized, proactive experiences that drive customer engagement.

Info-Tech Research Group’s Latest Resource Introduces a Supply Chain Strategy Centered on Customer Demands and Trends

“To meet the demands of empowered tech-savvy buyers and drive supply chain networks, retail organizations must adopt omnichannel demand-driven fulfillment strategies. These strategies require understanding buyer preferences and aligning operating models and customer service levels accordingly,” says Rashul Jaiswal, principal research director at Info-Tech Research Group

Global leader in customer-service, Everise, named among INC.’s Top 5000 in America

Sudhir Agarwal, Founder & CEO of Everise, said: “This honor cements us as an innovation-powered company committed to driving growth and development in the outsourcing space. Together with our industry partners, we are excited to continue creating job opportunities as a top employer and workplace of choice.”

Texting Connections: Companies Drive Conversations Into Conversions, Vibes Says

Traditional channels like email are becoming less effective, prompting a search for innovative avenues. This is where SMS and mobile wallet marketing have gained prominence, capitalizing on their potential to directly connect with consumers in a valuable manner.

Amplience Launches eComm Toolkit to Enable Merchants to Deliver Relevant Customer Experiences Faster

The battle for customers is greater than ever, and the faster businesses can act and react to build strong and engaging digital consumer experiences, the better they can compete in a challenging economy. With Amplience’s eComm Toolkit, developers can empower merchandisers and marketers to rapidly create personalized, relevant commerce experiences more easily at scale without leaving the Amplience platform.

Loyal Solutions announces second half year results 2023

Danish SaaS company Loyal Solutions delivers 51% revenue growth in the second half year (1/1-30/6 2023) and a 70% growth in ARR ( annual recurring revenue) for the year.

Glia Named Technology CUSO of the Year

Finopotamus honors Glia with Tekkie Award for helping credit unions harness the power of member interactions

Collinson on the dilution of leading loyalty schemes

A large trend—a decline in the value of points across various programs – is investigated. The trajectory is clear: the exchange of value in loyalty programs is becoming less generous. The predicament lies in programs heavily reliant on points. Consumers quickly grasp value changes and the impact on their wallets, leading to disappointment, frustration, and critique. However, this perspective focuses solely on monetary calculations, disregarding the broader spectrum of rewards.

Contentsquare research shows travel website visits are marred by customer frustration

Recent research conducted by Contentsquare, a prominent player in digital experience analytics, reveals that leaders in the travel and hospitality sector are still struggling to fully comprehend the sources of consumer frustration online. The study underscores that more than one-third (41%) of website sessions are afflicted by dissatisfaction, typically arising when users encounter various obstacles during their navigation on the website.

The Australia Retail Report 2023

The results show that this year, 92% of Aussie retailers will invest in improving their business. Their goals are to boost revenue (33%), reduce costs and increase efficiency (25%), identify innovative products (20%), and improve customer experiences (19%).

Kearney Consumer Institute: Brands need to get over looking at categories and start looking – and listening – to consumers

KCI suggests brands follow three simple steps to reorient to a more “consumer first” approach. In the short term, determine consumer motive attribution. In the medium term, map future demand by motive. And, finally, over the long term, shift the portfolio to match consumer-first priorities. “The growing options consumers have combined with the constant news cycle bemoaning inflation concerns makes for an increasingly aware, savvy consumer who is spending thoughtfully across the whole wallet.”

The Shipyard Launches PULSE

Developed by The Shipyard in collaboration with researchers at The Ohio State University’s Fisher College of Business, PULSE has identified four distinct layers of Brand Love along the customer journey.

United Arab Emirates Loyalty Market Set to Soar, Anticipated to Reach $1.4 Billion in 2023 with a 12.1% Annual Growth Rate

In value terms, the loyalty market in United Arab Emirates has recorded a CAGR of 12.6% during 2018-2022.The loyalty market in United Arab Emirates will continue to grow over the forecast period and is expected to record a CAGR of 11.7% during 2023-2027. Loyalty market in the country will increase from US$1,269.7 million in 2022 to reach US$2,214.5 million by 2027.

Customer Experience Management Market worth $20.4 billion by 2028 reports MarketsandMarkets™

Future trends in the Customer Experience Management (CXM) market will include hyper-personalization, omnichannel integration, AI-powered interactions, ethical data use, and a concentration on predictive analytics and emotion analysis. Delivering seamless, value-driven experiences will depend on human-AI collaboration, sustainability integration, and agility in adjusting to changing client behaviours.

10 Insiders Share Their Recipe for Sustainable Success on Customer Acquisition

Having appropriate innovations in place aids companies in cultivating stronger loyalty among their core customers, providing insulation against competition. Business innovation usually aligns with customer expectations.