All you need to know this week about loyalty & CX: GLO Loyalty Panel at ATM • GLO Loyalty Panel at Aviation Festival Americas • Luigi Marandola, Visa on future of co-brand loyalty cards • Qantas • Qatar • Delta • Turkish Airlines • JAL • Star Alliance • Cathay • Hilton • Jumeirah • GHA • Radisson • Marriott • IHG • Wyndham • Expedia • Celebrity Cruises • Oceania • 7-Eleven • Payback • Domino's • Adidas • McKinsey • Google • Sabre • Mastercard • Loyalty reports • Jobs & careers.
GLOGLO Featured:
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GLO to host a loyalty panel on “Emotional Loyalty & Experiences” (Future stage). 2024 ATM is the largest regional event for travel and hospitality. GLO Loyalty panel will focus on: Why emotional loyalty is key to grow devoted customers? • Use of personalization, sense of community, customer service, memorable experiences, & aligning with customer values as strategies to achieve emotional loyalty • Measuring emotional loyalty • Case studies.
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Panel’s discussion will focus on: Enhanced Customer Experience & Personalisation: case studies and trends for 2025 • Mobile Engagement & Gamification • Big Data & Predictive Analytics: key trends and challenges • Digitalisation enabling partnerships & interconnected loyalty ecosystem.
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Personalization, e.g. how the co-brand card creates special experiences for customers based on what they know about them, and Customization, e.g. how the co-brand card allows cardholders to tailor their own experience by making unique, personal choices themselves, are 2 key, but distinct, aspects of tailoring the experience for the customer according to Luigi Marandola.
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Airlines, Alliances & Airports:
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Qantas Frequent Flyer adds 20 million more rewards seats Qantas Frequent Flyers will have access to over 20 million more reward seats with the launch of Classic Plus Flight Rewards, a new way for members to use their Qantas Points to book flights.
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Southwest Airlines Launches Interest-Free Financing On Select Flights Uplift, the leading Buy Now Pay Later solution for the world’s travel brands, announced today the expansion of its exclusive partnership with Southwest Airlines® by providing eligible Customers with 0% financing
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Ethiopian Airlines celebrates 78 years Celebrating its 78th anniversary, Ethiopian Airlines continues to set industry standards with its commitment to innovation, safety, and customer satisfaction.
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Qatar Airways announces the launch of flights to Kinshasa, Democratic Republic of Congo The award-winning airline extends its frequency to Luanda, Angola to include the new route to Kinshasa, DRCThis latest network expansion provides passengers with greater travel choices within a key region of Africa, opening up a new entry point for international travel from Africa to China, Europe and the India Subcontinent using Doha, Qatar, as a gateway.
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Delta Airlines solar eclipse flight – once-in-a-lifetime-experience Being part of the eclipse’s path of totality wasn’t the only extraordinary occurrence aboard Delta flights 1218 and 1010. These journeys featured gatehouse festivities, connections formed between astronomy and aviation enthusiasts, a distinctive marriage proposal deserving of boasting rights, and, notably, the presence of an astronaut.
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Despite ongoing geopolitical tensions and macroeconomic uncertainties, Turkish Airlines achieved a new milestone in 2023, carrying 83.4 million passengers. This was due to outpacing its peers with faster capacity increases, leveraging its agility, extensive flight network, and a highly qualified workforce maintained throughout the pandemic.
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Delta Air Lines Announces March Quarter 2024 Financial Results Delivered industry-leading operational performance, record March quarter completion factor. March quarter revenue and earnings at the high end of guidance. Expect record June quarter revenue, mid-teens operating margin, and EPS of $2.20 to $2.50. Reiterating 2024 outlook for EPS of $6 to $7 and free cash flow of $3 to $4 billion
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American Airlines’ new loyalty policy threatens travel agent ecosystem, according to WTAAA The Alliance states that the new policy from America undermines the mutually advantageous relationship, potentially alienating faithful customers and upsetting the harmony of the travel distribution system.
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Japan Airlines Continues Reign as 5-Star Airline, Sets Standards for Customer Experience Japan Airlines (JAL), a member of the oneworld® alliance, has been awarded the highest rating of “5-Star Airline” for the seventh consecutive year by international air transport rating organization, Skytrax.
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Detroit Metropolitan Airport Launches DTW Rewards, loyalty program for customers Detroit Metropolitan Wayne County Airport (DTW) launched DTW Rewards, a free loyalty program that provides members with perks such as gift cards, airline miles and cash back for nearly every dollar spent at DTW.
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Autonomous Chairs Now Taking American Airlines Customers to Gates at LAX and MIA
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SAS Scandinavian Airlines plans to exit Star Alliance on August 31, 2024. On behalf of our member airlines, we thank SAS and its employees for contributing to the superior customer experience for which Star Alliance is globally renowned.
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Cathay Pacific to bring even more experience enhancements designed with customers in mind From its brand-new Premium Economy cabin to an exclusive selection of Chinese wines and collaborations with acclaimed dining establishments, Cathay Pacific continues to raise the bar for customers
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Hotels & Hospitality:
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Anglo American Hotel Florence, Curio Collection by Hilton Opens in the Heart of the Tuscan Capital With design inspired by artistic movements of the early 1900s, Curio Collection by Hilton makes its debut in Florence. “Curio Collection by Hilton continues to grow worldwide, each property offering guests an immersive, one-of-a-kind experiences inspired by the locale,” said Jenna Hackett, global brand head, Curio Collection by Hilton.
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Destination Explore partners with Trip Affiliates Network This latest collaboration aims to revolutionise Destination Explore’s customer experience by offering a comprehensive range of travel products and services, including hotels, tours, packages, and ground transfers.
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Jumeirah Group Extends Partnership with Williams Racing for 2024 The move builds on the successful collaboration between the two brands established last year to reach new global audiences as part of Jumeirah’s continued growth trajectory and international expansion.
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Cheval Collection joins Global Hotel Alliance Cheval Collection has signed an agreement with Global Hotel Alliance to be the first serviced apartment operator in Europe to join their loyalty programme, GHA DISCOVERY.
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At each of the co-branded hotels, Chinese guests will find a range of features and amenities specifically designed and curated for them, providing them with a bespoke guest experience to make them feel at home.
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IHG Hotels at Dubai Festival City demonstrate its commitment to the UAE community The hotel firmly believes in the ethos of giving back and remains unwavering in its support for those in need, not only during Ramadan but throughout the entire year.
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Wyndham enters upscale extended stay with WaterWalk Wyndham Hotels & Resorts is expanding into the upscale extended stay segment, launching a strategic relationship with industry innovator WaterWalk. The deal adds 11 hotels and over 1,500 rooms to the Wyndham ecosystem, rebranding them under the newly created WaterWalk Extended Stay by Wyndham brand
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Fairfield by Marriott Brings the Beauty of Simplicity to Copenhagen for its European Debut Fairfield by Marriott expands its global footprint with the opening of Fairfield by Marriott Copenhagen Nordhavn, marking its first hotel opening within Europe.
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Hilton accelerates multi brand, multi destination expansion in Canada With 180 hotels open and nearly 90 hotels in the pipeline, Hilton is on track to expand its portfolio of hotels by 50% over the next 5 years.
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Holiday Inn Club Vacations celebrates grand opening of Myrtle Beach Oceanfront Resort Located on the stunning shores of Myrtle Beach, this purpose-built resort – the first in a multi-phase development – promises to be a luxurious retreat for travelers seeking the ultimate beachfront experience.
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Newly Renovated DoubleTree by Hilton Opens at Greensboro Airport Formally the Holiday Inn, the rebranding will serve as the newest addition to the Hilton family of brands, and the Hilton Honors loyalty program.
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Expedia Group’s Advertising Solutions Boost Hotel and Airline Visibility and Revenue Overall, globally, properties running a TravelAds campaign see 90% more visibility and 120% more bookings versus non-enrolled properties.
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Wyndham Hotels & Resorts Appoints Scott Strickland Chief Commercial Officer In this newly created leadership role, Strickland and his team will continue delivering the best value and experiences to Wyndham’s owners and guests across its 25 brands through a united commercial organization.
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Minor Hotels and The Cavaleros Group sign hotel agreement NH Collection Sandton to be launched in Africa’s richest square mile.
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Marriott Hotels invites travelers to discover Florida’s Gulf Coast Florida’s newest premier Gulf Coast resort set to open in May 2024.
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12 distinctly different properties to join IHG Hotels & Resorts’ Vignette Collection in 2024 IHG Hotels & Resorts is celebrating the launch of its inaugural Vignette Collection hotel in the UK. The Halyard Liverpool, Vignette Collection is the first of 12 properties around the world which will to join IHG’s newest luxury & lifestyle brand in 2024.
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Hotel Centro Sonoma Wine Country, Tapestry Collection by Hilton announces opening Now bookable through all Hilton and Hilton Honors channels. Suitable for fun-loving celebrations, playful meetings, romantic weddings, retreats, and outdoor recreation, Hotel Centro Sonoma provides an ideal space to gather in California’s wine country
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IHG Hotels & Resorts brings Kimpton Hotels & Restaurants to Lisbon The centrally located hotel will add to IHG’s growing luxury & lifestyle portfolio in Portugal.
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Taylor Swift effect on hotel bookings Preliminary data from CoStar indicates that the six Taylor Swift concerts held in Singapore resulted in the highest March average daily rate (ADR) for hotels and propelled revenue per available room (RevPAR) to a new record.
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IHG Partners with China UnionPay IHG is the first international hotel group in Greater China to support UnionPay pre-authorized bookings without card presence, introducing digital convenience in hospitality.
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Expected additions will add more than 1,200 rooms to the company’s global portfolio.
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Cruises:
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Holland America to Focus on Fresh, Regional and Local Onboard Experience Holland America Line’s President, Gus Antorcha, emphasised their commitment to guest research and connecting passengers with the diverse experiences offered across their extensive itineraries and visited regions.
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‘Nothing Comes Close’ to the elevated experience of Celebrity Cruises Celebrity Cruises® is extending an irresistible invitation to discerning travelers: Come on board and discover a world where ‘Nothing Comes Close SM’ to the elevated experiences and unmatched offerings that await on a premium journey at sea. ‘Nothing Comes Close’, Celebrity Cruises’ new brand positioning and brand identity, premiered globally on April 8th.
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Oceania Cruises offers free pre-cruise hotel stay Oceania Cruises is offering guests a free pre-cruise hotel stay on select sailings in late 2024 and 2025.
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Oceania Cruises introduces Gaida de Laurentis as new brand and culinary ambassador Oceania Cruises are thrilled to share that they are embarking on an exciting journey with Giada De Laurentiis, celebrated Italian-American chef, author, restaurateur and Emmy Award-winning food personality, as Oceania Cruises’ new Brand and Culinary Ambassador.
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Retail, E-commerce, F&B, Healthcare:
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Albertsons Companies Unveils Simplified “for U” Loyalty Program for U members will now enjoy an easier points only system, double the time to earn points and automatic cash off for maximum savings.
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PetSmart Hosts “Treats Members Month” Treats Rewards is relaunching with more points, more perks and more to love. Treats Rewards members get exclusive storewide deals, perks and giveaways during April.
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7-Eleven Celebrates 60 Years of Coffee with Free Cups of Joe for the Competition The originator of to-go coffee kicks off a year-long celebration of its milestone anniversary with a new activation, cup design and exclusive coffee blends
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The PAYBACK app is the “most customer friendly app in 2024” This is the result of a recent online study by ‘Focus Money’ in collaboration with the analysis and consulting companyService Value.
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DPC Dash – Domino’s Pizza China strengthened its unique positioning in China’s pizza market in 2023 In addition to the company’s rapid expansion and strong sales growth, DPC Dash’s loyalty program has also been growing fast. According to DPC Dash’s FY2023 financial results announcement, the company attracted 6 million new members in 2023, bringing its total loyalty program membership to 14.6 million, representing an increase of 69.8% year over year.
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PetSmart Celebrates Launch of New Loyalty Program with the Ultimate Form of Loyalty — Tattoos PetSmart will reward pet parents by covering tattoos they regret with tattoos of their loyal pet.
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The Coffee Bean & Tea Leaf® brand launches refreshed loyalty program The iconic Southern California favorite, serving premium coffee and tea for the past 60 years, today rolled out its nationwide launch of its completely updated The Coffee Bean® Rewards app, which makes it easier and more convenient for members to earn points faster, experience more perks throughout the year…
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Crown Aesthetics Wins 2024 Excellence in Customer Service Award The Excellence in Customer Service Awards celebrate those who are winning by supporting their own customers and those who are developing the tools to help others find success.
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Marco’s Pizza® Boosts Its Marketing Team with Three Key Leadership Appointments One of the Nation’s Fastest-Growing Pizza Brands Elevates its Product Innovation and Digital Prowess
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McKinsey report: State of Grocery Europe 2024 – Signs of Hope Consumer behaviour is expected to see a very ‘polarised recovery’ in 2024, despite the return of consumer confidence and wage increases in many European countries, a new study has found. Although economic uncertainty will likely persist in 2024, grocery retailers could fuel profitable growth by future-proofing the assortment, driving efficiency savings, and monetizing retail media.
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adidas performs better than expected in transition year 2023 Currency-neutral sales flat versus prior year; significantly above initial expectations. Top-line development reflects conservative sell-in, focus on full-price business, and lower Yeezy sales.. Currency-neutral revenues to increase at a mid-single-digit rate; remaining Yeezy inventory assumed to be sold at cost. Underlying adidas business to grow at a high-single-digit rate.
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Dave & Buster’s Launches Premium Dine-In Menu with 20+ New Items In addition to the new 50% off food offer for D&B Rewards members, all guests are encouraged to keep the fun alive with D&B’s extensive entertainment centered around playing new, state-of-the-art, immersive games as well as arcade favourites.
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Liberty HealthShare Launches Ambassador Program New ‘Share the Power’ program rewards member recruitment. Program builds on existing ‘Refer-a-Friend’ efforts.
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Transport, Fuel Retail & Mobility:
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Canadian Tire Corporation and Petro-Canada™ Fuel New Adventures with Loyalty Partnership Launch Earn more rewards to redeem more frequently by linkingTriangle Rewards® and Petro-PointsTM
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Circle K continues Inner Circle rollout and reaches 5mn loyalty subscribers The retailer’s loyalty program has expanded its reach across the United States, boasting nearly 5 million members spread across more than 30 states. Alimentation Couche-Tard continues to introduce its Inner Circle loyalty initiative nationwide.
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Nation’s largest privately held car wash chain, ZIPS, launches customer experience platform on AMP Memberships
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bp now allows customers to pay with points instead of money in the USA Nearly four million consumers holding credit or debit cards enrolled in the uChoose Rewards program now have the option to utilize their points instead of cash when making purchases at approximately 7,000 bp and Amoco locations across the United States.
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Payments, Finance, Property & Insurance:
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Positioning Mastercard for the next era of growth Mastercard announced a realignment of its teams centered on three interdependent areas of Core Payments, Commercial & New Payment Flows and Services.
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BankShift Unveils Patent-Pending Innovation to Revolutionize Embedded Banking: Brand On Banking BankShift’s Brand On Banking innovation represents a paradigm shift in the way financial institutions and businesses engage with their customers.
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Homebody Rewards will be available in the coming months and will allow property managers to better build and retain customer loyalty and satisfaction
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Loyalty Technology, Solutions & Consulting:
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With over 3 million bottles sold and 400,000 satisfied customers, Legion Athletics needs a powerful tool to manage its successful loyalty efforts.
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IHG Hotels & Resorts Builds a New Travel Planner Powered by Google Cloud AI IHG Hotels & Resorts and Google Cloud, announced an expanded partnership that will fuel new customer experiences within the IHG One Rewards mobile app. New trip planner will bring personalised travel recommendations to mobile app users.
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CX Automation platform resolves customers’ issues, eliminates wait times and builds customer loyalty.
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Discover Financial Services Deploys Google Cloud’s Generative AI to Transform Customer Service Nearly 10,000 customer care agents will be empowered with AI-driven capabilities, leading to faster resolution times and better customer experience.
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Global Technology Solutions, Inc. (GTS) wins MarTech Award Prestigious MarTech Awards Highlight GTS’s Leading Edge in Customized Customer Experience Technology Solutions.
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LATAM adopts Sabre’s intelligent solution Air Price IQ The cloud-native solution will allow the carrier to generate relevant offers by analyzing its own data in real time along with actionable marketplace insights.
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Hero Digital Reveals New Brand Mission Alongside Revamped Digital Experience On the tenth anniversary of its founding, Hero Digital is expanding its mission to solve the hardest problems for the world’s leading brands.
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The Home Depot Extends Relationship with Google Cloud to Drive Innovation in Interconnected Retail The two companies have collaborated closely since 2015 to innovate retail technology, all to improve The Home Depot’s associate and customer experience no matter where shoppers are, whether that’s in-store, online, or most often, a blend of those interactions.
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The report, which provides a comprehensive analysis of the CJA market, evaluates vendors based on their capability, customer traction, and market impact. Medallia’s position as a leader is a testament to its commitment to delivering exceptional customer journeys across all touchpoints.
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Vurvey, the AI platform powered by people for the most iconic and creative brands, announced today at Google Next the launch of vTeam, a groundbreaking solution that combines generative AI and consumer-driven insights to empower brands to do their most inventive work.
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Reports, Research, Insights & Opinions:
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Social Media Analytics Market size to increase by USD 7.26 billion between 2022 to 2027, Technavio This exponential growth is attributed to various factors, including the escalating emphasis on brand recognition via social media platforms and the pivotal role of analytics in augmenting brand loyalty.
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More redemption options, everyday value, and more choice The third annual benchmark report from iSeatz shows North American card-issuing banks expanding their rewards portfolios beyond travel.
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qualtricsXM report: The four consumer trends shaping 2024 4 key trends: 1/ Create a winning AI strategy for 2024; 2/ Great CX beats low prices. 3/ Use digital support as a loyalty driver; 4/ Consumer feedback is changing.
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Marigold report: 2024 Personalisation Trends Report 2024 Personalisation Trends Report is featuring data from Marigold’s 2024 European Consumer Trends Index.
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Servicenow survey: Customer Experience (CX) Trends – Customer service insights in the GenAI era Report presents insights about: Impact of customer experience on brand loyalty • Top expectations and desires of customers and agents • Biggest challenges leaders face • Role of AI, including generative AI, in customer service— now and in the future
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Brand Keys: 27th annual Customer Loyalty Engagement Index (CLEI) Brand Keys Customer Loyalty Engagement Index® examines customers’ relationships with 1200 brands in 114 categories.
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Jobs & Careers:
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Henderson Land Development Company Limited is hiring: Senior Manager (Loyalty) Location: Hong Kong, Hong Kong SAR. Click inside to apply.
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IAG Loyalty is hiring: Culture & Colleague Engagement Partner Location: London, England, United Kingdom. Click inside to apply.
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Currys plc is hiring: CRM Loyalty Manager Location: London, England, United Kingdom. Click inside to apply.
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SmarTone is hiring: Loyalty Manager Location: Hong Kong, Hong Kong SAR. Click inside to apply.
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AS Watson is hiring: Loyalty Manager Location: London, England, United Kingdom. Click inside to apply.
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Bally’s Interactive is hiring: Head of CRM Location: Greater London, England, United Kingdom. Click inside to apply.
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