All you need to know this week about loyalty & CX: GLO Loyalty Predictions 2024: Episodes 10, 11, 12 - Loyalty Budgets 2024 • Report AI in Travel & Tourism • Virgin Atlantic • American • Malaysia Airlines • Delta • Emirates • Etihad • United • AirAsia • JetBlue • Marriott Bonvoy • Hyatt • Hilton • Choice Privileges • Tripadvisor • Oracle • McKinsey • H&M • Starbucks • Hugo Boss • Amex • 7-Eleven • Subway • Amadeus • Loyal Solutions • Capillary • Visa • Emarsys • Deloitte • Klarna • Jobs, etc.
GLOGLO Featured:
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GLO Predictions 2024 – Loyalty Programs: What are the budget expectations for 2024? Which technologies and features are loyalty programs focusing on?
Featuring: Benjamin Lipsey, Head of Flying Blue, Air France-KLM • Mehdi Hemici, Chief Loyalty & Ecommerce Officer, Accor • Jeffrey Goh, CEO Gulf Air Group • Kristi Gole, Head of Strategy, Global Hotel Alliance • Bahadir Durak, Snr. Head of Data Analytics & Loyalty Programs, Pegasus Airlines • Ali Bin Zayed, Head of EmCan Loyalty, Emarat • Mauro Oretti, COO Sky Team • Dr. Nejib Ben-Khedher, Head of Emirates Skywards
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GLO Predictions 2024 – Loyalty Consultants: What are the budget expectations for 2024? Which technologies and features are loyalty programs focusing on? Episode 11/15
Featuring: Ramya Murali, Principal, Deloitte • Philip Shelper, CEO, Loyalty & Reward Co • Khalid El Bachraoui, Sia Partners • Thomas O’Toole, Kellogg School of Management • Kim Hardaker, Hardaker & Co. • Tony Piedade, Deputy Chair, GLO • Michael Smith, Board Director, Ai Connect
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GLO Predictions 2024 – Loyalty Solution Providers: What are the budget expectations for 2024? Which technologies and features are loyalty programs focusing on? Episode 12/15
Featuring: Luigi Marandola, VP, Global Cobrand & Merchant Partnerships, Visa • Katarina Mescal-Pevzner, Senior VP, Mastercard • Peter Kisbye, CEO, Loyal Solutions • Ram Machiraju, Product Leader, Salesforce • Danielle Colla, Senior Manager, Amadeus • Joe Mason, Chief Marketing Officer, Allianz Partners • Shyam Shah, CEO, Loyalty Juggernaut • Marcus Puffer, VP, IBS
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Join GLO at Arabian Travel Market 2024 for the “Emotional Loyalty & Experiences” panel (GLO Members attend ATM FREE)
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:
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WTTC Report: AI Set to Revolutionise Travel & Tourism
This report by WTTC and Microsoft addresses AI, which can empower personalised recommendations and marketing strategies by analysing traveller data, optimising pricing strategies through real-time adjustments, offering instant responses and fine-tuned interactions via sophisticated AI powered chatbots, extend to predicting future demand patterns, efficiently allocating resources, and providing valuable insights for governments and Travel & Tourism stakeholders.
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Virgin Atlantic Implement Payment Orchestration with CellPoint Digital
The solution enables the global airline and travel group to streamline payment processes, drive revenue and minimise transaction costs
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Malaysia Airlines Expands Reach of MHplus with Global Rollout
Malaysia Airlines is delighted to announce the global rollout of its New Distribution Capability (NDC) platform, MHplus, providing enhanced communication capabilities and closer cooperation between the airline and its trade partners in key markets. Effective 23 January 2024, MHplus will be available in six countries including Malaysia, Indonesia, India, Australia, Singapore, and the United Kingdom.
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American Airlines 4Q and full-year 2023 financial results & call: loyalty, priorities and outlook
On rollout of the AAdvantage Business program • AAdvantage enrollments +51% vs. 2019 • 65% of our revenue comes from AAdvantage customers • new distribution strategy prioritizing internet and offer more mileage for customers who shop through the Internet.
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Prosperity In A Cup: Santan Introduces Exclusive “Ong Ong Lai” Drinks To Elevate Chinese New Year Celebrations
In celebration of the upcoming Lunar New Year, Santan is delighted to announce the launch of its Chinese New Year Limited Edition range of drinks, aptly named “Ong Ong Lai.” The collection features a meticulously crafted array of beverages centred around the auspicious pineapple, symbolising prosperity and good fortune.
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China and Singapore open visa-free travel with 30-day visa-free entry for their citizens
China and Singapore have approved a 30-day visa-free entry for their citizens, effective from February 9, 2024, just ahead of the Golden Week holidays.
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US Major Airlines Receive More Than $25 Billion in Ancillary Revenue from Co-Branded Cards
CarTrawler sponsored research reveals US major airlines netted 32% of global ancillary revenue and nearly 68% of frequent flyer and commission-based revenue.
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From aircraft to arrivals in style: Emirates launches luxurious Business Class Loungewear
From 1 February onwards, Emirates is launching an innovatively designed, complimentary inflight loungewear set for Business Class customers including a relaxed cowl neck top and drawstring pants, comfortable slippers, and a matching eye mask. The luxurious loungewear is designed to be the ideal ‘flight fit’ – perfect for sleeping in, but also suitable to wear for a social drink at the A380 onboard lounge, or as a casual outfit that takes you from aircraft to arrivals in style.
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AirAsia MOVE elevates travel experience with the launch of MOVETIX, a global ticketing platform
Asia’s best travel booking app, AirAsia MOVE (formerly airasia Superapp) has teamed up with Coras, a prominent global ticket distribution platform to introduce MOVETIX, a brand new and innovative ticketing platform offering over 10,000 global events and activities complemented by flights, hotels, rides and more conveniently through one convenient app. MOVETIX is spearheaded by Hassan Choudhury, who will continue his role as CEO of RedRecords, a joint venture between AirAsia and Universal Music.
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JetBlue-Spirit Merger Blocked, But Not Permanently
JetBlue Airways and Spirit Airlines have been barred from merging by a federal judge, who ruled that the proposed $3.8 billion acquisition of Spirit by JetBlue would violate Section 7 of the Clayton Act. The judge, however, did not permanently bar the two airlines from combining in the future,
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Virgin Atlantic and China Eastern launch partnership
Codeshare between the two SkyTeam carriers launches today • Partnership opens up six new destinations in China including Chengdu and Shenzhen • The two airlines co-locate at Shanghai Pudong Terminal One.
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Malaysia Airlines to Introduce Exclusive Luxury Private Terminal Transfer Service with BMW Group Malaysia and Ingress Auto Beginning 1 February 2024
The all-electric BMW i7s bring a luxury touch for business class travellers and top-tier frequent flyers.
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Etihad and Air Serbia launch new codeshare to expand connectivity in Europe
National carriers of UAE and Serbia team up to offer more destinations and greater choice. Networks of both airlines will offer seamless travel to destinations across Southeast Europe.
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Emirates Extends Complimentary Chauffeur-Drive Service to Business Class Passengers in Hong Kong
Emirates has announced expanding its world-class Chauffer-drive service in Hong Kong, to now include the airline’s Business Class passengers arriving to and departing from Hong Kong International Airport (HKIA) starting from 1 February 2024.
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Emirates rolls out pre-approved visa on arrival for Indian travellers in conjunction with VFS Global
New initiative enables eligible Emirates customers to skip the Visa-On-Arrival queue in Dubai. Service exclusive to Indian passport holders who have booked their travel on Emirates with a valid six-month visa for US, EU or UK Residency
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Association of Asia Pacific Airlines tracks positive 2023 trends
Throughout the year, the airlines in the region experienced a remarkable 161.0% surge in the number of international passengers, reaching a combined total of 278.5 million. In terms of revenue passenger kilometers (RPK), the demand increased by 131.0%, highlighting the strength in short-haul markets. The rise in demand was supported by a 106.2% expansion in available seat capacity.
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Newly renovated Emirates Lounge reopens at Brisbane Airport
The refreshed Emirates Lounge will cater for up to 183 travellers at a time. Emirates now offers four lounges across Australian airports, and operates 30 lounges across its global network. The re-opening follows the recent announcement that Emirates will be upgauging its second daily Brisbane service EK430/431 to an A380 starting from 1 October
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Virgin Australia expands Aussie-first baggage tracking tool across entire domestic and international network*
Virgin Australia has expanded its industry-leading baggage tracking tool to service all domestic and international routes*, including Queenstown, Bali, Fiji, Samoa, Vanuatu and Japan.
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Etihad adds frequencies to key destinations in Saudi Arabia, Jordan, Lebanon, Sri Lanka, and India.
The airline is expanding its flight services to Jeddah and Riyadh in Saudi Arabia, Amman in Jordan, Beirut in Lebanon, Colombo in Sri Lanka, and Kolkata and Bangalore in India.
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Emirates celebrates success of busiest winter for baggage handling
Emirates has recently experienced its busiest winter for baggage handling in the last 3 years. The winter period statistics from September 2023 to January 2024 show that while handling an average of 2.7 million bags each month from Dubai to 140 global destinations, Emirates maintains a 99.9% success rate.
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Delta: Tip Top Margaritas, chef-curated menus and more opportunities to pre-select featured in Delta’s latest onboard dining refresh
Delta’s onboard menu is regularly refreshed and seasonally inspired, and in 2024 customers will see international eats from acclaimed chef Peter Cho and new comforting classics from Delta partner and star chef Mashama Bailey as well as the return of Tip Top Margaritas.
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Alaska Airlines creates Hawai’i Community Advisory Board to deepen local ties
In an effort to continue cultivating a deep and enduring relationship with local Hawai’i communities, Alaska Airlines announced today the establishment of the Hawaiʻi Community Advisory Board (HICAB).
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Hotels & Hospitality:
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Hilton names Candice D’Cruz as VP Luxury Asia Pacific
Hilton has named Candice D’Cruz as the Vice President of Luxury Brands for the Asia Pacific region. Based in Singapore, she will oversee Hilton’s acclaimed luxury brands, including Waldorf Astoria Hotels & Resorts, LXR Hotels & Resorts, and Conrad Hotels & Resorts, throughout Asia Pacific.
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Hilton to Expand its On‑Property Messaging In Response to Changing Traveler Communication Preferences
By end of 2024, guests across the Hilton portfolio will have the ability to text for on‑property requests
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Hyatt Continues Strategic Brand Expansion in Europe, Africa and the Middle East Marked by Lifestyle & All-Inclusive Hotel Openings
AluaSoul Costa Adeje and Palace de Muro, a Destination by Hyatt property, slated to open in Spain this year, further strengthen Hyatt’s rapidly growing lifestyle brand presence in region.
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Report: airasia MOVE’s Hotel Booking Trends in 2023
Based on the bookings made in 2023, the top-booked hotels reveal varying preferences of airasia MOVE users across different regions. In Malaysia, the most-booked hotels were in Penang and Kuala Lumpur. Meanwhile, hotels in Palembang and Bangkok topped the lists for Indonesia and Thailand, respectively. In the Philippines, Manila and Boracay secured the top positions in terms of hotel bookings.
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Oracle Cloud to Help Elevate Property Management for Marriott International
Oracle Hospitality OPERA Cloud selected as a property management platform to support Marriott International properties
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Marriott International Announces Record Year of Global Signings and Strong Net Rooms Growth
Net rooms grew 4.7% to over 1.597 million; company development pipeline ended 2023 at a record 573,000 rooms, an increase of 15 percent from the previous year
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Marriott Bonvoy’s New Global Promotion that Fast Tracks Elite Status While Exploring Over 30 Hotel Brands Across the World
Marriott Bonvoy, Marriott International’s award-winning travel program is bringing back its much-loved global promotion offering members bonus points and Elite Night Credits on each night of their stay. From February 13 to April 29, registered members can earn 1,000 bonus points and one bonus Elite Night Credit on each night during the promotional earning period. Registration begins today and runs through April 15.
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Marriott’s “playful” hotel brand Moxy Hotels Redefine Cosmic-inspired Travel
Playful hotel brand and popular horoscope platform come together in unprecedented partnership during year of astrological transition
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Tripadvisor added new category “Best Sustainable Destinations” to its Travellers’ Choice Best of the Best Destinations Awards
The Global Destination Sustainability Movement and Tripadvisor have entered into a partnership to acknowledge and promote sustainable travel destinations through the Travellers Choice Best of the Best Destinations Awards. This collaboration introduces a new subcategory for 2024, named Best Sustainable Destinations, which combines review data with audited excellence in social, economic, and environmental performance.
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Choice Privileges partners with Trackhouse as primary sponsor in 2024
After 3.9 million points redeemed for college football experiences, the rewards program continues to expand exclusive sports opportunities for members.
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Cruises:
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Maxx Intelligence Unveils Cutting-Edge AI Technology Tool at Annual Cruise Convention
A significant announcement was the introduction of Maxx Intelligence, incorporating advanced artificial intelligence to enrich the travel planning experience for both travel advisors and their clients. This groundbreaking technology aims to empower Cruise Planners’ network of travel advisors by seamlessly providing enhanced content within its all-in-one proprietary CRM and booking tool, CP Maxx.
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Retail, E-commerce & F&B:
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Juniper research: Biometric In-store Payments Market 2024-2028
Unravel critical understanding of this rapidly emerging market in this brand-new report; enabling payment companies, biometric card manufacturers and biometric in-store terminal vendors to shape future business models.
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McKinsey report: An update on European consumer sentiment – Mixed feelings remain
Over the holiday season, most European consumers had mixed feelings about the economy. Here’s the latest research from McKinsey’s ConsumerWise team.
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H&M Names H&M brand head Daniel Ervér as new CEO, taking over from outgoing chief Helena Helmersson as margins shrink and competition intensifies
H&M surprised investors on Wednesday by announcing the immediate appointment of Daniel Ervér as the new CEO, as the Swedish fashion retailer grapples with challenges in boosting sales amid intense market competition.
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Starbucks employs AI-driven personalized rewards to increase customer visit frequency and transaction amounts.
Q1 Active U.S. Starbucks® Rewards Membership Reaches 34.3 Million, Up 13% Over Prior Year. Q1 U.S. Card Loads Reaches a Record $3.6 Billion; Ranking as #2 U.S. Brand in Holiday Gift Card Activations.
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Hugo Boss continues to innovate with AI and Immersive experience with 33-ft 3D billboard hologram of Gisele Bündchen in London
Boss is promoting Boss’s Spring/Summer 2024 campaign in an unprecedented project that takes the recent trend of extravagant marketing spectacles in the fashion industry to new and remarkable levels. In the campaign, Bündchen and Min-ho, along with British model Adwoa Aboah and Italian tennis player Matteo Berrettini, were captured in photographs showcasing pieces from the brand’s SS24 collection.
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7-Eleven campaign: Gear Up for The Big Game and Score Discounts on 7-Eleven Pizza and Wings
7-Eleven, Speedway and Stripes customers can score deals on pizza and wings all weekend long in-store and via 7NOW Delivery
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Subway campaign: Get Them While They’re Hot! Subway® Announces Strong Start to 2024 with High Demand for New Footlong ‘Sidekicks’
Success follows 12 consecutive quarters of positive global sales and net restaurant growth in 2023
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BentoBox Introduces the BentoBox Marketing & Commerce Platform, An All-In-One Restaurant Commerce Engine
BentoBox is the first platform in the hospitality industry to put diners at the centre of how restaurants operate, so restaurants can create better experiences and grow their business
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Transport, Fuel Retail & Mobility:
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Capillary Tech on how mobile apps are redefining fuel retail loyalty
Capillary Technologies publishes article on how fuel retail space is undergoing dynamic shift. Digitized loyalty programs through mobile apps are becoming more popular to cater to this shift.
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DealerOn transforms automotive website personalisation
Signals and SXC transform Automotive Website Personalisation by enhancing the user experience and increasing marketing efficiency and ROI for dealerships.
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Payments, Finance, Property & Insurance:
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Factor4 Announces Gift Card Integration with LMS-POS
The integration enables LMS-POS to provide an omnichannel gift card solution that allows their merchants to generate revenue, gain new customers and reduce attrition.
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Enhanced Delta SkyMiles® American Express Cards Offer More Rewards & Benefits
From occasional travelers to the most frequent Delta flyers, these Cards offer new reward categories, benefits and features across everyday spending, dining at restaurants, rideshares, rental cars, flights and vacation stays, plus enhanced Companion Certificates and new ways to earn Medallion Qualification Dollars (MQDs).
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Loyalty Technology, Solutions & Consulting:
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LoyaltyLoop Launches Integration with PlanProphet to Create a Cohesive Customer Experience
LoyaltyLoop is excited to announce the launch of a groundbreaking integration with PlanProphet, bringing enhanced capabilities to companies using their CRM and marketing automation platform. Officially announced last week during the PlanProphet Champion Summit in Miami FL, this integration allows printers and graphics companies to leverage LoyaltyLoop customer feedback within PlanProphet.
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Amadeus expands in biometrics with acquisition of Vision-Box
Vision-Box is a leading provider of biometrics solutions for airports, airlines, and border control. Acquisition marks an important step towards fully integrated traveler journey
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SevenRooms Expands AI-Powered Personalized Messaging Capabilities with Acquisition of HeyPluto
The acquisition accelerates the company’s integration of AI technology to strengthen its marketing suite and help operators drive profits and enhance guest experiences
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Loyal Solutions announces financial results for the first half of the financial year 2023/24
Danish SaaS company Loyal Solutions delivers 65% revenue growth and 99% gross margin growth for first half year (1/7-31/12 2023), while maintaining stable operating expenses.
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Loyalty and payments integration: Visa Payment Monitor & forsa research institute study indicates that Swiss increasingly are paying with digital and wearable devices
37%+ of Swiss now use payment methods such as a smartphone or a smart watch – up from 25% just two years ago.
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Empyrean Launches Enhanced Benefits Capabilities to Support a Richer, More Connected Employee Experience
Enhancements to benefits and engagement technology as well as the launch of in-house content and strategy services are all designed to create a better benefits experience for employers and employees.
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Reports, Research, Insights & Opinions:
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SAP Emarsys: Customer Loyalty Index 2023
SAP Emarsys sought to answer these inquiries and more in our 2023 Customer Loyalty Index research report. This annual report, now in its third year, draws upon research conducted between August 17 2023 to August 23 2023 on 10,057 general respondents across the US, UK, Australia, and Germany. The result of this research tells us a great deal about customer loyalty in today’s world of digital-first retail, always-on commerce, and increasingly in-control consumers.
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Deloitte report: 2024 travel industry outlook
After more than two years of consistent year-over-year gains, leisure travel may have tapped all its pent-up demand from the peak pandemic years. Is US travel demand due for a correction? Deloitte’s 2024 travel industry outlook explores signals of the strength of travel demand.
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Klarna report: 2023 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, and more
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2023 Spending decoded: Klarna’s Money Story guides smarter budgeting
Interactive spending insights offer transparent view of personal spending and encourage financial budgeting for the new year.
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SAP Emarsys Customer Retention & Loyalty in 2024
In the last five years, “customer acquisition costs have increased nearly 60%,” and today’s merchants, on average, now “lose $29 for every new customer acquired.”
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Merkle report: Customer Experience Imperatives
Customers top requests: cost effectiveness, convenience, reliability. This is the first of multiple reports we’ll be publishing to reveal and assess the data we gathered in Q4 of 2023, exploring both consumer and business decision makers’ perceptions and attitudes toward customer experience.
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Jobs & Careers:
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Experis UK is hiring: Global Head of Reward
Location: London, UK. Apply here.
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Marriott is hiring: Manager Portfolio & Brand Marketing EMEA
Location: London. Apply here.
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Marriott is hiring: Executive, Marriott Bonvoy & Portfolio Marketing, APEC
Location: Singapore. Click here to apply
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Marriott is hiring: Loyalty Guest Experiences Manager
Location: India. Click here to apply.
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Marriott is hiring: Director, Loyalty Marketing Growth Initiatives (BetMGM)
Location: Bethesda, Maryland, United States. Click here to apply
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Marriott is hiring: Senior Vice President, Premium Brands
Location: Bethesda, Maryland, United States. Click here to apply
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Marriott is hiring: Regional Director, Marketing, Digital + Loyalty, Premium + Select – KSABE + SSA
Location: KSA, Jeddah. Click here to apply
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Marriott is hiring: Manager, Loyalty Travel Partnerships
Location: Bethesda, Maryland, United States. Click here to apply
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Costa Coffee is hiring: Proposition commercialisation Manager
Location: UK. Apply here.
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Expedia Group is hiring: CRM Specialist, Global CRM
Location: London, UK. Click here to apply.
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Qatar Airways is hiring: Loyalty Partnership Specialist (Europe)
Location: London, UK. Click here to apply.
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Carnival UK (P&O Cruises & Cunard) is hiring: Brand Partnerships Senior Executive
Location: Southampton, England, United Kingdom. Apply here.
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2024 Loyalty Events Calendar:
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Philip Shelper’s “Loyalty Programs: The Complete Masterclass”: Day 1 started in London
The Complete Masterclass™ started today in London covering the latest trends in loyalty, such as emotional connection, experiential design, gamification, use of technology for loyalty, subscription-based programs, and more. The course will run 3 days. GLO is a partner of the event.
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