All you need to know this week about loyalty & CX: GLO Loyalty Panel at ATM • GLO Loyalty Panel at Aviation Festival Americas • Delta • American Airlines • Lufthansa • Cathay • ANA • United Airlines • Collinson • Aer Lingus • BA • SITA • Fiji Airways • Qantas • Alaska Air • Emirates • Accor • Hilton • Hyatt • IHG • GHA • Wyndham • 7-Eleven • Payback • JCPenny • M&S • Morrisons • Lego • AMEX • Solana • Mastercard • Amadeus • PwC • Visa • Loyalty reports • Jobs & careers.
GLOGLO Featured:
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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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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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Airlines, Alliances & Airports:
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No ordinary flight: Customers and Delta people celebrate solar eclipse This year’s solar eclipse had all eyes to the sky, with two special Delta flights offering a unique view of this rare moment. It also offered one couple the memory of a lifetime.
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United Airlines Announces First-Quarter 2024 Financial Results; Exceeds Revenue and EPS Expectations First-quarter diluted loss per share of $0.38; first-quarter adjusted diluted loss per share1 of $0.15 – ahead of expectations * Updates fleet plan – allowing for a more consistent delivery schedule of approximately 100 narrowbody aircraft yearly 2025 through 2027 * Achieved second-best first quarter on-time departure performance in the company’s history
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Collinson launches LoungeKey Pass Storefront LoungeKey Pass Storefront is a new channel that enables businesses to increase ancillary revenue and enhance their customer acquisition and retention strategies.
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Aer Lingus takes flight with new summer menu and expanded in-flight entertainment The new inflight dining options are inspired by the best Irish cuisine and have been hand-chosen based on customer feedback, with upgrades to both Economy and Business Class menus.
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British Airways customers can now book all flights for as little as a Pound Executive Club Members can save even more cash, with the option to discount every flight to just £1 using Avios part payment.
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Success stories at Aruba and AAI airports showcase how SITA has redefined the journey through an airport and beyond
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Plusgrade will now power Royal Club’s Buy, Gift and Elite loyalty solutions, giving members more flexibility in how miles are earned and redeemed.
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American launches airline’s first-ever rotating collection of premium onboard amenities, along with new bedding. Throughout the year, new inflight amenities will feature diverse designers and brands, sustainably sourced materials and causes important to American and its customers. AAdvantage® members can continue to earn or use miles for flights with these premium experiences.
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SITA grows Canadian footprint with rollout of check-in and boarding solutions in Hamilton
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Accelya partners with Delta to deliver modern retailing The open and modular Accelya FLX platform will give Delta the freedom to deliver personalized offers consistently across its channels.
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New culinary highlights in Lufthansa Business Class German bread culture celebrated on board, created by World Baker Axel Schmitt. New Lufthansa Avionic aperitif from the Ziegler distillery. Vegetarian amuse-bouche as a prelude to the service. Heiko Reitz, CCO Lufthansa Airlines: “Another step towards our goal of creating a whole new level of excitement for our guests.”
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Lufthansa Allegris takes off 1 May First destination from Munich is Vancouver, Canada • Further destinations: Toronto, Chicago and Montreal • Seat map for Allegris’ first flights from May 1 now visible in all booking channels
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Cathay Pacific releases traffic figures for March 2024 Cathay Pacific carried a total of 1,883,404 passengers in March 2024, an increase of 42.4% compared with March 2023. The month’s revenue passenger kilometres (RPKs) increased 38.1% year on year. Passenger load factor decreased by 6.6 percentage points to 83.8%, while available seat kilometres (ASKs) increased by 48.9% year on year.
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Delta Sky Club levels up in Miami with major lounge expansion The expansion’s design takes inspiration from Miami’s bright colors and sunny beaches. A new mosaic pays homage to the city’s classic Art Deco architecture, while the overall color palette reflects the nearby turquoise waters, blue sky, and white and gold accents seen in south Florida designs.
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New technology has been implemented at the Transportation Security Administration (TSA) security checkpoints in JFK International Airport, enabling real-time validation of a traveller’s identification along with their flight details.
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All Nippon Airways (ANA) will offer complimentary in-flight internet access to its Business Class passengers on its international flights starting this summer. • Texting via ANA in-flight internet service will be available free of charge to Premium Economy and Economy Class passengers on international flights by the end of this fiscal year, March of 2025.
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Hawaiian Airlines marked a milestone in its 94-year history: seeing off the inaugural flight of its new flagship aircraft, the Boeing 787-9 Dreamliner. Aircraft N781NA, named Kapuahi (a star known as Aldebaran in Western astronomy), departed Honoluluʻs Daniel K. Inouye International Airport this afternoon for San Francisco. The carrier’s first 787-9 guests were welcomed with fresh lei and treated to live music and hula by the Hawaiian Airlines Serenaders.
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Fiji Airways invests in new AI technology state-of-the-art system to enhance operational efficiency Fiji Airways, Fiji’s National Airline is taking notable steps to further optimize its operational performance and enhance a seamless travel experience for passengers.
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Qantas has opted for Panasonic Avionics’ latest Astrova IFE solution for its ultra-long-haul ‘Project Sunrise’ flights from Australia’s east coast to Europe and New York, using the Airbus A350-1000 aircraft.
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ANA NEO, Inc. (Headquarters: Minato-ku, Tokyo; President and CEO: Mitsuo Tomita; hereinafter “ANA NEO”) announced today, April 17,2024 (Wed), that in collaboration with Tourism Australia a new V-TRIP “The Rocks, Sydney’s oldest neighborhood” has been added to “ANA GranWhale”, a virtual travel platform app for smartphones. Also, to mark the addition of the new V-TRIP, we are holding a campaign where you can win round-trip pairs of ANA tickets between Tokyo and Sydney.
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SITA unveils latest evolution in total airport management Launch of the new AI-powered platform follows a successful demonstration in 2023 with Canada’s Greater Toronto Airports Authority
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Alaska Air Group reports first quarter 2024 results Loyalty highlight for Q1 2024: Partnership with Bilt Rewards, which adds Alaska’s Mileage Plan as a transfer partner and later in 2024 will allow Alaska Airlines Visa Signature® cardholders to earn 3x miles when paying rent via Bilt.
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SITA on biometric air travel: Where your face really is your fortune Stephen Challis, Senior Product Manager, Airports and Ricardo Letosa, Head of Business Strategy, Border Management on biometrics rise.
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Emirates announces strategic appointments across commercial operations teams Emirates has announced new movements in its commercial teams across Europe, Africa, and East Asia in line with the airline’s strong growth trajectory
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SKY launches new loyalty program “SKY Plus” With more benefits for its frequent customers, combined with its affordable prices, the airline is betting that SKY Plus will further strengthen its value proposition, to retain its customers and attract new travelers from Latin America.
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Hotels & Hospitality:
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Hyatt’s Newest Inclusive Collection Brand Debuts with the Opening of Hyatt Vivid Grand Island The 400-suite adults-only resort in Cancun offers a relaxing and engaging escape with an approachable atmosphere that caters to the next generation of all-inclusive travelers
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ibis celebrates 50th anniversary Guests, talents and locals can look forward to an exciting year with anniversary events, celebrations and new hotel openings around the world.
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Hilton Introduces Sustainable Ramadan Initiative in Türkiye Green Ramadan initiative aims to reduce food waste through partnership with
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The world’s largest Mercure hotel opens with 989 keys in Singapore Mercure ICON Singapore City Centre is a part of ALL – Accor Live Limitless, Accor’s lifestyle loyalty programme. Guests can take advantage of ALL when staying or dining at the hotel, as well as gaining access to rewards, services, and limitless experiences.
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IHG Hotels & Resorts and NOVUM Hospitality sign agreement The partnership doubles IHG’s hotel presence in Germany, launches Holiday Inn – the niu collaboration, and debuts Garner and Candlewood Suites brands
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Hilton Expands Its Global Footprint with Plans to Enter 5 New Markets in 2024 Following a robust 2023 where Hilton achieved its largest development pipeline in company history and opened a company record of 24,000 rooms across 132 hotels in the last quarter of the year, Hilton is well-positioned for further growth in 2024.
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The GHA DISCOVERY loyalty programme continued to grow in popularity, with new enrolments increasing 28% in the first three months of 2024 compared to the same period in 2023.
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Wyndham Alltra Opens Newest Resort on Coast of the Dominican’s Samaná Peninsula Managed by Playa Hotels & Resorts, Wyndham Alltra Samaná marks Wyndham Alltra’s first resort in Dominican Republic, where it is expected to be joined later this year by the newly signed Wyndham Alltra Punta Cana, also to be managed by Playa.
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IHG Hotels & Resorts’ newest midscale conversion brand Garner continues global expansion This marks another milestone towards Garner reaching its goal of more than 500 hotels in the next 10 years, and 1,000 hotels over the next 20 years.
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Marriott International Accelerates Growth Across Europe The robust growth plans are expected to strengthen the company’s footprint across Europe, where it currently has a portfolio of over 800 properties with nearly 150,000 rooms across 25 brands in 47 countries and territories.
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IHG Hotels & Resorts continues regional growth with Holiday Inn & Suites Marking IHG’s continued growth within the Premium & Essentials segment, the hotel will be the first Holiday Inn & Suites in regional Queensland and will showcase the elevated freshness of the Holiday Inn brand.
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Marriott International and HMI Hotel Group Announces a Multi-property Conversion Deal in Japan The conversion deal entails the rebranding of seven hotels to Marriott Hotels and Courtyard by Marriott across five of Japan’s most popular travel destinations.
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Accor’s La Dolce Vita Orient Express stops at VinItaly with its dedicated ‘VinItaly Lounge” Embark on the luxury train, where Italian enological masterpieces and culinary experience signed by Heinz Beck awaits
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IHG Hotels & Resorts expands premium portfolio in India Scheduled to open in April 2028, Crowne Plaza Dehradun Rajpur Road hotel will add 110 keys to IHG’s portfolio in the state and build on IHG’s commitment to expand its portfolio in well-known leisure destinations across the country.
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Today, Hilton (NYSE: HLT) and American Express (NYSE: AXP) introduced the enhanced Hilton Honors American Express Business Card, featuring new benefits and up to $240 each year in annual statement credits on eligible Hilton purchases, along with a simplified rewards structure to earn Hilton Honors Bonus Points wherever Card Members spend.
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IHG Hotels & Resorts Launches Apple AirPlay in North American Hotels First hospitality company to go live with AirPlay, available at more than 60 locations
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RUCKUS Networks launches AI-driven solutions for hospitality New RUCKUS suite provides turn-key AI, Wi-Fi 7, and IoT solutions tailored to strengthen brand loyalty while increasing operational efficiencies and sustainability for the hospitality industry
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Hilton introduces “Fit for Foodies”: All‑Inclusive Resorts That Cater to Culinary Travelers Here are the many ways a Hilton All-Inclusive Resort elevates your vacation through culinary adventures.
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Travelers of All Ages Will Value Connectivity and Personalization, Seek out Culture and Unique Experiences and Embrace New Business Travel Trends as Travel Boom Continues
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Sofitel (Accor) presents its new brand campaign film “The Encounter” In April, Sofitel takes us to this very special place with its new campaign starring Gillian Anderson and Dali Benssalah, the brand’s two new ambassadors. A short film immortalized in the Sofitel Mexico City Reforma, an iconic hotel that unites past and present at the heart of a city with a rich culture. An ideal location to embody the brand’s striking new vision.
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MGallery reveals a new chapter with the launch of its new global campaign As 2024 unfolds, MGallery is more determined than ever to bring to life its iconic “M,” now synonymous with Memorable and Meaningful Moments. The brand’s latest campaign marks the renewal of the experience pillars of the boutique hotel collection.
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Cruises:
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Winners of the Inaugural F&B@Sea Awards 2024 announced Recognising excellence and innovation within the global food and beverage cruise industry, the awards underscore the pivotal role of the food and beverage sector in shaping the cruise experience.
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Aranui Cruises celebrates its 40th anniversary with a new ‘Tiki Club’ loyalty program To reward its returning passengers and as part of the celebrations for its 40th anniversary as a passenger carrying company, Aranui Cruises has launched a new ‘Tiki Club’ loyalty program.
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Retail, E-commerce, F&B, Healthcare:
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Andy’s Frozen Custard signs a multi-year extension with Texas Motor Speedway The renewal announcement between Andy’s Frozen Custard and Texas Motor Speedway marks a continued partnership aimed at enhancing the experience for racing fans and event attendees.
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ZOA Energy Arrives at 7-Eleven, Inc. with an All-New Exclusive Flavor, Mango Splash Customers can now get their hands on Mango Splash and enter to win a custom Ford Raptor from Dwayne “The Rock” Johnson and a truckload of the new, exclusive flavor
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Customers soon will also be able to pay online with PAYBACK PAY In addition to mobile payment with Germany’s largest bonus program, customers will also be able to pay securely and easily online with PAYBACK PAY and collect and redeem PAYBACK points in a single step.
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JCPenney launches new Rewards and Credit program Designed to deliver up to half a billion dollars back to customers, this free, simplified program is part of the retailer’s commitment to making every trip and dollar count through a more rewarding experience.
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iFood Plans to Triple its Size in the Incentives Market in the Coming Years with Givex Gift Cards The initiatives include forming new partnerships and expanding participation on special occasions.
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Curio Wellness partners with Lucid Green to launch Loyalty Rewards Program Curio Wellness Rewards Enhances the Retail Experience with Discounts and Exclusive Merchandise Available For Redemption across Dispensaries in Maryland and Missouri
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Grubhub Brings Grocery to its Marketplace with Mercato Partnership All of Mercato’s merchant supply will be available on Grubhub+, Grubhub’s loyalty program that provides customers access to unlimited $0 delivery on eligible orders.
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LEGO certified stores launches first LEGO Rewards Program in the UAE Designed for LEGO enthusiasts, members will receive a AED 5 voucher on every purchase worth AED 200
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Morrisons launches AI-based loyalty card feature in the UK Morrisons Media Group (MMG) launches innovative channels for brands to connect with customers. Digital screens launch on Morrisons Market Street counters. ‘My Points Boosters’ trial, a UK grocery retail first, enables More Card members to supercharge More Points on their favourite brands. Expansion of personalised online ads using growing 1st party data asset.
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M&S signs HSBC deal to drive loyalty and enhance its digital shopping experience M&S and HSBC UK agree a new seven-year deal focused on enhancing M&S’ credit and payments offering through M&S Bank and bringing together digital payments and loyalty for M&S customers.
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Entertainment, Sport, Telecom & Social Media:
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New Mega Dice Website Ushers in GameFi SOL Token Crypto Presale For Next-Gen Gamification New Mega Dice Website Ushers in GameFi SOL Token Crypto Presale For Next-Gen Gamification
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Payments, Finance, Property & Insurance:
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commercetools Ignites Commerce Innovation at Inaugural Elevate – The Global Commerce Summit™ Composable commerce leader and PayPal will help enterprises create seamless checkout experiences for consumers
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The Xbox Mastercard, Issued by Barclays, Now Available in the U.S. with More Value No annual fee card converges virtual experiences and everyday purchases, allowing cardmembers to earn points on purchases in the Microsoft Store, dining delivery, streaming services, and more
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Snowdrop Solutions, a leading provider of advanced transaction enrichment solutions, is pleased to announce a collaboration with PwC Middle East, one of the world’s leading professional services firms, to bring its innovative Transaction Enrichment API to banks and payment providers in the Middle East.
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Loyalty Technology, Solutions & Consulting:
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PayGenius Wins Award at NEAA Catapult Innovation Competition PayGenius was recognized for its fintech platform that enables merchants to offer their own turn-key, branded digital payments and loyalty programs.
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Amadeus partners with British Airways on a journey towards enhanced retailing capabilities Amadeus’ next-generation technology will deliver simplicity, agility and an improved customer experience.
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Zendesk unveils the industry’s most complete service solution for the AI era CX leader launches AI agents, agent copilot, and AI-powered Workforce Engagement Management (WEM) to power exceptional service
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Revolutionizing Retail Marketing: Quantzig’s Case Study Unveils the Power of Advanced Analytics In the fast-paced world of retail, where consumer preferences evolve rapidly and competition intensifies, the role of data analytics in shaping marketing strategies has never been more crucial.
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Zendesk collaborates with Anthropic and AWS to deliver AI-powered customer experiences Zendesk will utilize Amazon Bedrock, a service for building and scaling generative AI applications, and Anthropic’s industry-leading Claude 3 model family to offer its 100,000+ customers the flexibility to deploy sophisticated LLMs for each unique customer interaction.
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GrowthLoop and TransUnion Unite to Optimize Advertising Spend by Boosting Audience Reach New partnership squashes notoriously low audience match rates for paid advertising, resulting in better return on ad spend.
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Moby, the Next On-chain Options Protocol, Mainnet Launch Coinciding with its official launch on the Arbitrum network, Moby has rolled out a points system for early access users. This initiative allows users to earn points based on their interactions with the Moby platform, serving as a loyalty.
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Revolutionizing Marketing Attribution: How AI for Marketing is Changing the Game In today’s digital age, where every marketing dollar counts, understanding the true impact of marketing efforts is paramount. Quantzig, a leading provider of AI-powered advanced analytics solutions, unveils an insightful blog post shedding light on how AI for marketing attribution is revolutionising the industry landscape.
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Reports, Research, Insights & Opinions:
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Collinson on demystifying AI and leveraging it in loyalty Collinson jointly with Salesforce published a deep dive into uses of AI in loyalty.
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Jobs & Careers:
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Visa is hiring: Sr. Director, Strategy and Ops, Affluent Customer Experience Location: San Francisco, CA, USA Click inside to apply.
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Plaza Premium Group: Marketing Manager, Loyalty Location: Hong Kong, Hong Kong SAR . Click inside to apply.
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Marriott international is hiring: Guest Experience Expert Location: London, England, United Kingdom Click inside to apply.
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Publicis is hiring: IAT Customer Experience Strategy Lead, Emerging Markets Location: London, England, United Kingdom Click inside to apply.
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Warner Bros. Discovery is hiring: Marketing Executive – Sport Location: London, England, United Kingdom Click inside to apply.
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Universal Music Group is hiring: Growth Marketing Coordinator, UMC Location: London, England, United Kingdom. Click inside to apply.
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