All you need to know this week about loyalty & CX: GLO Loyalty Predictions 2024: Episodes 13, 14, 15 - ONE Prediction for 2024 • Southwest Airlines • Virgin Atlantic • Gulf Air • Qatar Airways • oneworld • Emirates • Choice Hotels • Omni Hotels • MyPlace • Wyndham • Langham • Hyatt • Hilton • NEOM • Visit Qatar • Sainsbury's • Klarna • Giant Eagle • Kia America • Switchio • Juniper • Barclays • Alipay+ • Merkle • Qualtrix • Oracle • Jobs, etc.
GLOGLO Featured:
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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 • Dr. Nejib Ben-Khedher, Head of Emirates Skywards
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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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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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Airlines & Alliances:
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Virgin Atlantic amplifies its premium collection experience with its first lifestyle collection The line of premium products has been produced following customer requests for useful travel essentials
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Redesigned aircraft cabin interior featuring RECARO aircraft seats to debut in early 2025 • Existing Boeing 737 MAX 8 and -800s to include onboard power ports and larger overhead bins • Uniform refresh process underway to bring newly-designed apparel to Employees
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Gulf Air announces and operates first scheduled flight from Bahrain to AIUIa in Saudi Arabia Gulf Air, Bahrain’s national airline, has commenced its inaugural flight from Manama, Bahrain (BAH) to AlUla, a city in Saudi Arabia. This new service, scheduled twice weekly, began on February 3, 2024, and will continue until March 6, 2024, with additional flights scheduled between April 10 and April 24, 2024. These flights are operated by one of Gulf Air’s Airbus A320neo aircraft from its fleet of 14.
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Qatar Airways’ Codeshare Partner, Garuda Indonesia, Announces a New Route to Doha Qatar Airways and Garuda Indonesia join forces to offer customers more choice and improve tourism to both countries.
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oneworld names Nathaniel Pieper as CEO The oneworld® alliance today named airline industry veteran Nathaniel (Nat) Pieper as its new CEO. Pieper, who is currently senior vice president of fleet, finance and alliances at oneworld member Alaska Airlines, will join the alliance in his new role on 01 April 2024.
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Emirates Skywards ‘pops the cork’ on exclusive experiences with Moët Hennessy The award-winning loyalty programme of Emirates and flydubai has partnered with LVMH (Moët Hennessy Louis Vuitton) to offer elite members a chance to visit the exquisite vineyards in France. Members can now bid Miles with Skywards Exclusives to win a four-day luxurious trip to Champagne and Paris.
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Qatar Airways Recognised with Two Global HR Accolades at the 2024 International Brilliance Awards The airline’s Employee Experience team receives two International Brilliance Awards: ‘Brilliance Award for Employee Engagement’ and ‘Gold Award for Use of Technology in Internal Communications’
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Hotels & Hospitality:
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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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Redesigned Loyalty Program Based on Total Spend Makes It Easier and Faster To Achieve Top Tier Status
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My Place Hotels Enhances Guest Experience Through Partnership with Grubhub My Place Hotels of America is partnering with Grubhub, a leading online and mobile food ordering and delivery platform, to upgrade guests’ dining experience at its hotels.
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The property marks Wyndham’s debut in Pattaya and the brand’s largest franchised property in Thailand, representing a significant step in Wyndham’s expansion in Pattaya.
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Choice Hotels Canada selects guest technology provider SONIFI for Qualified Vendor Program As an approved Qualified Vendor, SONIFI is positioned to provide an enhanced experience for the more than 330 Choice Hotels Canada properties across the country.
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Trip.com survey revels Lunar New Year bookings surge Leading up to the Chinese New Year holiday period, international travel from China has surged significantly, increasing by a factor of 10. This surge is attributed to more relaxed visa policies, especially towards Asian destinations, as reported by Trip.com earlier this week.
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Hilton partners with Small Luxury Hotels of the World™ Through this exclusive partnership, which will ramp up in the months ahead, all of Hilton’s customers, including the more than 180 million members of Hilton Honors, will soon be able to dream, book and earn and redeem Points for stays at participating properties in the SLH community of 560 luxury boutique hotels spanning 90 countries.
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Langham Hospitality Group enhances guest experiences with Shiji’s cutting-edge PMS technology The Shiji Enterprise Platform, which is renowned for its guest-centric design, robust security, and privacy features, will help ensure that LHG can better understand and cater to its guests’ needs while also improving its ability to safeguard their data.
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Hyatt celebrates 2023 Consumer and Industry Awards across the Americas region Rooted in listening to guests and World of Hyatt members, Hyatt strives to meet travelers’ needs and desires by reimagining the guest experience and catering amenities and offerings to their preferences.
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NEOM announces Xaynor, an exclusive private members club Xaynor’s secluded seafront location offers a discreet destination where club members can unwind on the Gulf of Aqaba’s beautiful unspoiled coastline.
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Visit Qatar extends partnership with UFI As part of the Diamond Sponsorship agreement, Visit Qatar will gain visibility across all UFI events and activities, while allowing the destination to create more business opportunities for its stakeholders.
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VDA Telkonet’s Tech Report 2024 traces the direction of tomorrow’s hotels towards the well-being of the entire hotel ecosystem and announces the pilot project applying neuroscientific monitoring to the hospitality sector.
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Cruises:
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Recently launched OceanMedallion from Princess Cruises and other wearable devices play crucial roles in the technological ecosystems of cruise lines, aiming to assist with wayfinding while onboard, minimize hassles, and craft personalized experiences for passengers.
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Cruise line names global marketing agency Allied will partner with top brands to maximise Holland America Line opportunities for partnerships and collaborations.
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Retail, E-commerce, F&B, Healthcare:
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This collaboration aims to expand Save A Lot’s digital footprint while enhancing customer, supplier and retail media engagement.
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Tesco reminds customers to spend more than £18million of Clubcard vouchers before they expire *Reminder comes as more than £125million of new vouchers set to be issued from 5th Feb* Tesco is reminding customers to spend more than £18m worth of Clubcard vouchers before they expire on February 29th, 2024.
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Givex Corp. Plays Integral Role in National Kitchen Tech Upgrade for KFC Canada Givex Corp. announced today that longtime client KFC Canada has completed a national kitchen technology upgrade across 402 stores implemented to improve the guest experience across all digital platforms.
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Ahold Delhaize USA announces partnerships with DoorDash Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop customers to gain access to additional delivery option with DoorDash.
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phoenix and Payback expand their successful partnership PHOENIX and PAYBACK have also jointly set themselves the goal of further increasing the number of participating pharmacies in order to offer as many end consumers as possible throughout Germany the opportunity to collect PAYBACK points in a pharmacy.
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UK CMA launches loyalty pricing probe into loyalty pricing by supermarkets The Competition and Markets Authority has initiated a probe last week into the pricing strategies of supermarkets in response to allegations of misleading practices aimed at making savings seem more significant than they actually are. The investigation will specifically scrutinize schemes such as Sainsbury’s Nectar Prices and Tesco’s Clubcard Prices to determine if they potentially mislead consumers. The investigation is scheduled to conclude in July.
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Kids Eat Free scheme returns to Tesco cafés for February half term *Scheme will run Monday Feb 12th – Friday 23rd Feb (excl. weekends) **
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In collaboration with local hospitals, clinics, and governmental bodies, as well as a network of healthcare providers, Boom Health delivers personalized and efficient care alongside comprehensive support.
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Saudi German Health launches first-of-its-kind healthcare loyalty program Ahaleena Saudi German Health (SGH) has launched Ahaleena – a first-of-its-kind loyalty program within the healthcare industry. The program offers rewards and benefits to patients who choose any of SGH’s medical facilities in KSA for their medical needs. This innovative program aims to reward patient loyalty and enhance their healthcare experience by offering exclusive benefits tailored to their needs.
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Sainsbury’s Strategy update: “Next Level Sainsbury’s” “Next Level Sainsbury’s” strategy to build on momentum and deliver enhanced returns for shareholders. Continue to build a world-leading Nectar loyalty platform offering personalised, rewarding and integrated loyalty and market-leading retail media capabilities.
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7-Eleven Debuts New Valentine’s Day Sweets & Treats for a Sugar-Coated Celebration Indulge in new, crave-worthy Seven Select® goodies and $1 candy deals at 7-Eleven®, Speedway® & Stripes® stores
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Transport, Fuel Retail & Mobility:
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Giant Eagle, US fuel retailer, relaunches myPerks loyalty program The new myPerks replace fuelperks+ to provide customers with a more flexible way to earn and burn.
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As the fuel market comes under increasing pressure to efficiently serve both conventional and electric vehicles, often while juggling a chaotic offering of subscriptions, fleet cards, and loyalty schemes, it has become highly fragmented. The need for harmonization across a given segment has never been more urgent.
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Connected vehicle data allows eligible Kia drivers to be more informed about driving habits and access more personalized insurance premiums
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Payments, Finance, Property & Insurance:
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Swedish financial technology company Klarna is introducing a monthly subscription program in the United States as part of a strategy to secure its most dedicated users before its planned initial public offering later this year, according to information provided to CNBC. Klarna’s Chief Marketing Officer, David Sandstrom, emphasized the company’s goal of demonstrating its ability to generate a novel source of revenue for Klarna in both internal assessments and the broader market.
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Juniper Report: Global B2B Payments Markets 2024 – 2028 A breakdown of the B2B payments market by its component segments, with insight into the relative challenges of domestic and cross-border payments. It also examines in detail a range of payment types. Value-added services are analysed; assessing their place in the market and what businesses are looking for from these services. A Country Readiness Index is also included; assessing growth prospects for B2B payments across 60 key countries.
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Small Businesses are invited to submit compelling stories about their business to win a share of $255,000 in cash prizes.
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Nuvei initiates global roll out of enhanced omnichannel solution for unified commerce Nuvei’s unified commerce offering, which is now available to customers operating outside of North America for the first time, is enabling businesses to develop new customer payments experiences with greater control and unified analytics effortlessly.
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Trustly Integrates MX Data Enhancement By leveraging MX Data Enhancement, as part of this solution, consumer-permissioned transaction data is cleansed and categorised to deliver clear information for merchants to better understand consumer needs and preferences to inform and provide more personalised marketing offers and loyalty programs.
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During the Lunar New Year, Asian tourists in Dubai can expect a smooth travel and shopping experience as more than 10 local e-wallets will be accepted through Alipay+.
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Loyalty Technology, Solutions & Consulting:
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Merkle Selected as Figma Signature Service Partner Joining Figma’s Service Partner Program highlights Merkle’s expertise in customer experience transformation, and ongoing success in helping customers leverage Figma for each step of the product development process.
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Southern Cross Credit Union boosts customer engagement with Vonage Fusion Vonage Fusion, a unified communications and contact centre solution integrated with Salesforce Service Cloud, enhances both customer engagement and agent experience
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BitRail (PayGenius) and Payment Lock partner to market branded digital payments and loyalty These payments provide seamless tie-ins to the PayGenius loyalty platform, or the merchant’s existing loyalty programs.
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Qualtrics named in 2024 Gartner® Magic Quadrant™ for Voice of the Customer Qualtrics, the leader and creator of the experience management (XM) category, has once again been named a Leader in the 2024 Gartner® Magic Quadrant™ for Voice of the Customer*.
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OneTrust introduces Data Privacy Maturity Model The model provides privacy, security, marketing, and data teams with the resources to transform their privacy programs from tactical compliance initiatives that mitigate risk, to strategic customer trust imperatives that unlock the value of data for AI innovation, customer engagement, and business analytics.
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Merkle MENA appoints Sameer Poonja as first Head of Experience and Platforms Sameer will lead the delivery of these outcomes by connecting the dots across Merkle’s pillars of analytics, data, CX, UX creative and performance marketing
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Oracle Named the Leader in B2B Customer Data Platforms by Independent Research Firm Oracle Fusion Cloud Customer Experience (CX) scores highest in current offering category in B2B Customer Data Platforms Analyst Report.
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Glance recognized among notable vendors in CX orchestration landscape report Report highlights real-time impact of customer journey orchestration through data, AI and CX technologies
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Reports, Research, Insights & Opinions:
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PYMNTS Intelligence’s latest survey of 2,549 U.S. consumers, “Personalized Offers Are Powerful — But Too Often Off-Base,” a collaboration with AWS, finds that more than half of consumers feel the same way. The big miss: More relevant offers could prompt nearly half of consumers to switch.
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Dynamic Yield by Mastercard report: The State of Personalization Maturity in Grocery/CPG – 2024 These days, 76.5% of grocery customers expect a tailored digital shopping experience and are frustrated when they don’t get it. With analysts expecting grocery e-commerce penetration to double in the next five years, from 11% to 23%, many brands in the industry are already turning to personalization to meet consumer demand, improve margins, increase basket sizes, and cultivate loyalty.
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Global Buy Now Pay Later Market Size, Share & Trends Report 2023 The global buy now pay later market size is projected to reach USD 38.57 billion by 2030, registering a CAGR of 26.1% from 2023 to 2030.
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Global Gamification Market report by Technavio Gamification Market size is set to grow by USD 34.70 billion from 2022-2027, The increasing implementation of a customer-centric business model boosts the market – Technavio
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Report reveals consumers are ready to spend more in 2024 ActiveCampaign research surfaces how coupons, discounts, and BOGO offers can help ecommerce merchants attract new customers and turn them into brand loyalists
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From Savings to Sustainability: iSeatz Unveils 2024 Loyalty Trends Report New study reveals key trends impacting travel loyalty programs, shifting consumer habits, and opportunities for brands navigating the new value economy.
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Jobs & Careers:
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IAG Loyalty is hiring: Content Lead Location: London, UK. Click here to apply
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IAG Loyalty is hiring: Analytics Manager – Contact Centre / Speech Analytics Location: Birchwood, UK. Click here to apply
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IAG Loyalty is hiring: Data Quality Assurance Engineer Location: London. Click inside to apply
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IAG Loyalty is hiring: Full Stack Developer (JavaScript & React) Location: London, UK. Click inside to apply
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IAG Loyalty is hiring: Tech Lead – eCommerce (Reward Platform) Location: London, UK. Click inside to apply.
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IAG Loyalty is hiring: Tech Lead – Exchange Location: London, UK. Click inside to apply
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IAG Loyalty is hiring: Junior Marketing Manager Location: London, UK. Click inside to apply.
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IAG Loyalty is hiring: Tech Lead- Mobile Apps Location: London, UK. Click inside to apply.
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Mastercard is hiring: Experience Researcher Location: Dublin, Ireland. Click inside to apply
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Locations: Arlington, Virginia/ Boston, Massachusetts (225 Franklin St)/ Atlanta, Georgia (675 Ponce De Leon Ave NE) / Chicago, Illinois / Purchase, New York / San Francisco, CA. Click inside to apply.
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Mastercard is hiring: Manager, Experience Strategy & Discovery Insights Location: new York, USA. Click inside to apply
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Mastercard is hiring: Director, Advisors Business Development – Digital Partnerships Locations: Purchase, New York / Arlington, Virginia / Miami, Florida / San Francisco, California. Click inside to apply.
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