All you need to know this week about loyalty & CX: GLO Loyalty Predictions 2024: Episode 1,2,3 - Key milestones 2023 • London"s Loyalty Masterclass Jan 30, 2024 • GLO is going member-only from Feb 2024 • Air France • Qatar • Delta • American Airlines • Jetblue • AirAsiaX • Sabre • Spotify • Langham • Choice • St.Regis • Kempinski • Conrad • Hilton • Omni • Seabourn • Ritz-Carlton • Princess Cruises • Samsung • Lowe's • M&S • Nectar • Microsoft • LexisNexis • Careers & Jobs, etc.
GLOGLO Featured:
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USE: GLO250 for £250 GLO members’ discount. Read course details.
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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 • Mauro Oretti, COO Sky Team • Tamur Goudarzi Pour, CCO Swiss Air • Nuran Erdag Haberdar, Loyalty & Partnerships @ Miles & Smiles, Turkish Airlines
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Featuring: Ramya Murali, Principal, Deloitte • Philip Shelper, CEO, Loyalty & Reward Co • Khalid El Bachraoui, Sia Partners • Brendan Boerbaitz, Deloitte • 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 Loyalty Predictions 2024 – Global Loyalty Programs: Key Milestones in Loyalty in 2023? Ep 3/15 Featuring: 00:00 Luigi Marandola, VP, Global Cobrand & Merchant Partnerships, Visa • 01:32 Katarina Mescal-Pevzner, Senior VP, Mastercard • 02:38 Peter Kisbye, CEO, Loyal Solutions • 03:18 Ram Machiraju, Product Leader, Salesforce • 04:29 Danielle Colla, Senior Manager, Amadeus • 07:23 Joe Mason, Chief Marketing Officer, Allianz Partners • 08:59 Shyam Shah, CEO, Loyalty Juggernaut • 11:02 Massimo Morin, Global Head of Travel, AWS • 13:19 Marcus Puffer, VP, IBS
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We are launching member-only access on February 1, 2024. Join GLO @ https://globalloyalty.org/join-us
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Airlines & Alliances:
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Qatar Airways Privilege Club members can now enjoy access to some of the biggest events in global sports, entertainment, lifestyle and culture using their Avios, the reward currency of Privilege Club by logging on to the platform, as well as bidding from a curated selection of unique packages.
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Delta and Spotify debut new ‘The Passport Sessions’ series connecting artists, cultures and stories Let the music guide you through the stories of Miami, Medellín and beyond as Delta and Spotify unveil “The Passport Sessions.” The new collaborative series, available exclusively on Delta in-flight entertainment, is an ode to the shared human experience where the journey is just as important as the destination.
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American Airlines Customer Service team members ratify new agreement American’s nearly 15,000 Customer Service team members across airports, Premium Guest Services and Reservations, represented by the CWA-IBT, today ratified a new five-year agreement with the company. The new contract includes significant improvements in pay, benefits and quality of life provisions important to American’s team.
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JetBlue Announces CEO Succession Joanna Geraghty, currently serving as JetBlue’s Chief Operating Officer and President, is set to assume the role of the airline’s CEO on February 12. This appointment marks her as the first woman to take the helm of a major U.S. airline.
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AirAsia X set to acquire Capital A’s aviation business The strategic move will position AAX as the overarching regional aviation provider for all short and medium-haul routes under the AirAsia brand name.
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Sabre Corporation and IAG enter into a multi-year distribution agreement The agreement between Sabre and IAG underscores the industry’s shift towards modern travel retailing, where airlines can differentiate their offerings and provide more personalised experiences to travellers.
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American Airlines reveals AAdvantage® program updates In the upcoming months, AAdvantage® members flying with American Airlines can anticipate enhanced flexibility. Status and reward levels will stay the same
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Accelya signs long-term agreement with Lufthansa Group Accelya’s NDC technologies allow pioneering airlines to take control of their retailing, modernise their distribution, personalise offers and grow ancillary sales without using restrictive, legacy technology that often inhibits innovation and customer experience.
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Philippine Airlines employees fly high with IBS Software’s iFly Staff Since the go-live, iFly Staff has significantly improved the travel experiences of PAL employees by replacing tedious paper-based manual processes with self-service booking capability.
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The Flying Blue Miles Donation: Another way to support charities worldwide La Banda de Música is an association that aims to get children off the streets through musical education. Thanks to Miles donations, this association, founded in Oaxaca, Mexico, in 2011 and supported by the Air France Foundation, enabled 40 young musicians to fulfill two of their greatest dreams this summer: traveling for the first time and going on a tour in Paris and across France.
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Delta caps 2023 with recognition for leadership, service, operational excellence Delta rounds out 2023 with awards from TIME, Indeed and more, honoring the airline’s dedication to setting the gold standard as a top workplace and its commitment to leadership, customer service and excellence across its operations.
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Hotels & Hospitality:
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Langham Hospitality Group (LHG) today earned two coveted stars in the Michelin Guide Shanghai 2024 in what was a key milestone in its mission to take elevated Cantonese cuisine to the world. The wins have allowed LHG to maintain its leading position of holding the most Michelin stars for Cantonese fine dining in a single restaurant portfolio – A total of 7 stars across 5 restaurants in 5 hotels and resorts across the Greater China region.
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‘A Stay for Any You’ Highlights Choice’s Diverse Portfolio of Hotel Brands Ensuring Travelers Can Find the Right Hotel for Any Occasion
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St. Regis Red Sea Resort in the Kingdom of Saudi Arabia opens The captivating new address is the first private island to open in The Red Sea, one of the Kingdom’s luxury regenerative tourism destinations on the west coast of the country.
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Venetian Rewards Loyalty Program to be revamped and re-launched in March 2024 The new program encompasses Tier Points, earned through activities such as gaming on the casino floor, as well as utilising accommodations, dining, entertainment, retail, and spa services.
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Kempinski Hotels announce Dubai expansion As of January 1, 2024, Kempinski The Boulevard Dubai and Kempinski Central Avenue Dubai, formerly known as Address Boulevard and Address Dubai Mall, now proudly bear the Kempinski flag. This strategic move significantly increases Kempinski’s footprint in Dubai, a top-performing destination for the luxury hotel group in 2023.
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Conrad Singapore Orchard debuts Conrad Singapore Orchard is part of Hilton Honors, the award-winning guest loyalty program for Hilton’s 22 distinct hotel brands. Hilton Honors members who book directly through preferred Hilton channels have access to instant benefits.
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ONYX expands brands in Malaysia It will give the group seven properties in Malaysia, making Malaysia the first country, after Thailand, to have all three ONYX brands: Amari, OZO and Shama.
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Hilton Unveils Name for New Long‑Stay Brand: LivSmart Studios by Hilton LivSmart Studios by Hilton is the newest addition to Hilton’s portfolio of 22 world-class brands. The lower midscale, extended-stay solution provides a reliable and consistent foundation for the long stay, allowing guests to make the most of every day.
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Concord Hospitality welcomes Whitman / Peterson and Aztec Group as new strategic investors Concord Hospitality is known for its expertise and excellence as an operator and developer, but it is the company’s commitment to the guest experience and operational excellence that its namesake is synonymous with.
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Omni Hotels & Resorts appoints Jeff Doane as CCO Fairmont veteran to oversee Omni’s commercial growth strategy to further enhance the brand’s market position. He will also be responsible for oversight of Omni’s global and hotel sales organisations, revenue management, the Select Guest Loyalty program, distribution and customer service.
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Hilton marks milestone with opening of Its 600th hotel in Greater China This milestone signifies Hilton’s robust presence in Greater China, boasting 600 hotels in operation across over 200 destinations and 10 distinct brands, each tailored to meet the diverse needs of travelers.
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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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Cruises:
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Seabourn launches Starlink Wi-Fi across its fleet The technology provides Seabourn’s guests with faster and more reliable Wi-Fi in remote locations, wherever Starlink’s services are available.
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Princess Cruises appoint new CMO Jim Berra will lead all global marketing facets, including integrated marketing strategy formulation, creative development and brand promotion across all channels and geographies.
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The Ritz-Carlton Yacht Collection announces summer 2025 itineraries “We are thrilled to have created experiences that redefine luxury cruising. Endless explorations await as we prepare to launch our second yacht, Ilma, in 2024, and our third, Luminara”, in 2025 said Tina Edmundson, President, Luxury, Marriott International.
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Retail, E-commerce & F&B:
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Instacart Unveils Ads on Its AI-Powered Smart Carts Del Monte Foods, Dreyer’s Grand Ice Cream, and General Mills are among the first partners to leverage ads on Caper Carts, making customers’ in-store experience more personalised than ever before.
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Samsung appoints former M&S exec as first Chief Customer Officer Honig, who joined the business this month, is responsible for delivering customer-first experiences and evolving the brand’s offering in the UK.
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Lowe’s Launches MyLowe’s Rewards Loyalty Program MyLowe’s Rewards Credit Card Holders Receive 5% Off Every Day; All Loyalty Members Earn Points Towards MyLowe’s Money, Free Gifts and More
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M&S’s CEO Stuart Machin: We need to ‘rethink’ Sparks loyalty programme Despite a successful Christmas trading period, Marks & Spencer has put its Sparks loyalty programme under review.
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The news comes as the CMA is finally set to kick off a review of supermarket loyalty schemes in January 2024, after announcing it in the fall 2023, which will centre around only offering promotional prices to customers who sign up to their loyalty cards.
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Entertainment, Sport, Telecom & Social Media:
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Hong Kong sponsors electric boat races It’s the first-ever UIM E1 World Championship (E1), and its grand finale will be staged in Hong Kong for the first three seasons (2024 to 2026), supported by the Tourism Commission of the Culture, Sports and Tourism Bureau of the Hong Kong SAR Government and Hong Kong Tourism Board (HKTB).
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SeaWorld Entertainment, Inc. Announces One New Addition to its Board of Directors Nathaniel J. Lipman brings over a decade of experience in customer loyalty platforms and solutions.
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Wix transforms revenue sharing for partners Partners can earn revenue share from day one when creating on Wix Studio, further enriching the financial advantages of the Wix Partner Program.
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Major League Soccer launches pioneering MLS Innovation Lab Program to drive player development, create new fan experiences and deliver advanced media technology with new, cutting-edge companies.
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Transport, Fuel Retail & Mobility:
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LexisNexis study Risk Solutions: U.S. Automotive Brand Loyalty Increases in 2023 First Automotive Brand Loyalty Study of the Year Offers Automakers an Exhaustive View into Car Brand Affinity Based on Vehicle Sales and Ownership
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Payments, Finance, Property & Insurance:
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The collaboration with Mastercard seeks to empower merchants and boost consumer adoption by enabling Dubai First cardholders to benefit from Click to Pay services at checkout.
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Loyalty Technology, Solutions & Consulting:
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Givex Brasil reaches staggering 14 Billion Reais in transaction value Looking ahead to January 2024, Givex Brasil’s team is gearing up for the third official National Retail Federation’s NRF 2024: Retail’s Big Show in New York City. The team will take part in a panel, “The Future of Customer Engagement Technology,” featuring industry experts.
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Ansira Appoints Garrett Pak As Chief Operating Officer Pak joins the executive leadership team bringing a deep background in product, engineering, and marketing operations.
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Salesforce Industry Leader Bill Donlan Joins Astound Commerce as Global CEO Bill’s initiatives will include propelling Astound’s growth, reaching into new verticals and capabilities (with an increasing focus on artificial intelligence and data), and setting and executing the vision and strategy for Astound’s future.
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Zendesk signs definitive agreement to acquire Klaus Acquisition deepens company’s commitment to leading the future of AI-powered customer experience (CX) with new and transformative quality management capabilities.
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Chief revenue officer of Syncron is honoured among this year’s top 50 women leaders in SaaS, recognising her exceptional leadership and vision.
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Eagle Eye Unveils EagleAI, an AI-Powered Data Science Solution Designed for Retail By leveraging customer data and predictive machine learning algorithms, EagleAI is ushering in the next generation of personalisation at scale
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Tulip Appoints Ian Rawlins as New Chief Executive Officer Tulip, a leading provider of customer-centric retail software solutions, is excited to announce the appointment of Ian Rawlins as the company’s new CEO, following the transition of the company’s founder and previous CEO, Ali Asaria, into the non-executive Board Chair position.
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New copilot templates help retailers build personalized shopping experiences and support store operations.
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Transforming Retail Data: Panoply by SQream Celebrates Tremendous Industry Growth in 2023 The company transforming the way small and medium businesses leverage their data for insights announces its end-of-year milestone achievements .
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Amnet Digital announces a launch of Swift Insights Amnet Digital, a leading Data, Analytics & AI solutions company that is powering businesses and automating operations, today officially launched Swift Insights, an AI-powered analytics platform to accelerate businesses with data-driven insights and make informed decisions through intuitive dashboards.
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Reports, Research, Insights & Opinions:
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vcita Data Reveals: 67% of SMBs on Edge About Economic Challenges in 2024 Looking into the new year SMBs are most concerned about the financial elements of their business including cash flow, attracting new clients, and inflation.
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HBX publishes 2024 travel trends Demands on the technology used by holidaymakers and business travellers are accelerating, while the personalised experiences travellers seek continue to advance, says HBX Group in its look forward to 2024 travel trends.
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PYMNTS Report: Embracing Emerging Technology as Payment Options Take Stage According to Doug Brown, President of Digital Banking at NCR Voyix, real-time payments, artificial intelligence (AI), and hyper-personalisation are crucial for optimizing the customer experience.
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“Surging Demand Projected: Global Internet of Behavior Market Expected to Skyrocket from $300.1 Billion in 2023 to $869.3 Billion by 2028, Reflecting a 23.7% Compound Annual Growth Rate (CAGR) Throughout 2023-2028, as Per Latest BCC Research Study”
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Jobs & Careers:
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Decathlon (Turkey) is hiring: CRM Project Manager Location: Istanbul, Turkey. Click here to apply.
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Visit Britain is hiring: E-Commerce Marketing and CRM Manager Location: Birmingham, England, United Kingdom. Click here to apply.
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Head of Customer Experience (Hybrid). Company: Excutive recruiter Location: London, England, United Kingdom. Click here to apply.
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Epsilon is hiring: Director Strategic Consulting: Loyalty and CRM Location: Irvine, California, USA. Click here to apply.
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Professional Triathletes Organisation is hiring: Customer Marketing Manager Location: London, England, UK. Click here to apply.
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Assistant CRM Manager – Luxury. Company: Confidential. Location: Hong Kong. Click here to apply.
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Brass Monkey is hiring: Customer Relationship Management Manager Location: Wetherby, England, United Kingdom. Click here to apply.
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Head of CRM. Company: Confidential Location: London, England, United Kingdom. Click here to apply.
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Widas Group is hiring: Social Media Marketing Manager Location: Wimsheim, Baden-Württemberg, Germany Click here to apply.
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Location: London, Berlin, Madrid, Barcelona or Oslo. Click here to apply.
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Connected Group is hiring: Senior CRM Manager, Travel (GBA) Location: Hong Kong. Click here to apply.
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WeWork is hiring: Senior Lead, Lifecycle Marketing Location: New York, NY, USA. Click here to apply.
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Athletic Greens is hiring: Senior Manager, Retention (UK) Location: London, England, United Kingdom. Click here to apply.
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Shangri-La Group is hiring: Manager, Global Sales Strategy Location: Hong Kong, Hong Kong SAR. Click here to apply.
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Sonesta Hotels is hiring: Vice President of Loyalty, CRM and Partnerships Location: Newton, MA, USA. Click here to apply.
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