All you need to know this week about loyalty & CX: GLO Top 10 most watched & read loyalty & CX stories in 2023 • Delta • American Airlines • Emirates • TAP • Arrivia report • Alaska Airlines • Marriott • Accor • Royal Caribbean • Cunard • CVS • Starbucks • ASDA • Co-op • T-mobile • Fisker • HSBC • Visa • Glia • Research & reports • Job postings, etc.
GLOGLO Featured:
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Top 10 Most Popular 2023: loyalty interviews, articles, posts
GLO Top 10 most watched & read loyalty & CX stories in 2023: GLO Loyalty Panel at WAF • Benjamin Lipsey announcement • Ali Bin Zayed interview • Luigi Marandola interview • GLO Loyalty Panel on Sustainability • Predictions 2023 series’ episodes on loyalty programs drivers, challenges and milestones • SiaXperience Loyalty Benchmark • GLO Careers Portal Launch.
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Airlines & Alliances:
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Delta and EL AL Israel Airlines launch long-term codeshare agreement
Delta Air Lines and EL AL Israel Airlines will offer reciprocal codeshare and frequent flyer benefits, including the ability to earn and redeem SkyMiles or Matmid points across both carriers.
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American is using machine learning to keep its hubs moving this holiday season
American developed Smart Gating technology so our aircraft spend less time waiting on the tarmac and customers have more time to make their connections. The tool was developed by American’s Information Technology and Operations teams to reduce gate conflicts, ease ramp congestion and shorten taxi times. It’s one of many ways we are using innovative technology to drive a more reliable and efficient operation.
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Delta Air Lines and Virgin Atlantic Airways mark 10 years of partnership success
The partnership has delivered an array of benefits to nearly 40M customers who have travelled across the Atlantic.
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Emirates reveals its ‘vegan vault’ of 300 recipes as demand for plant-based cuisine increases by 40%
As global interest peaks in Veganuary – an initiative that has highlighted the benefits of a vegan diet for the last decade, Emirates has noted a surge of 40% in customer demand for plant-based meals. To meet this demand in 2024, Emirates will introduce an array of new vegan dishes onboard and in lounges later this year, adding even more dishes to its ‘vegan vault’ of more than 300 curated plant-based recipes.
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Arrivia report: Traveler Priorities and Loyalty Program Goals in Tension Ahead of 2024
A new report hints at higher travel volumes, value-seeking consumer behavior and opportunities for travel loyalty programs and includes a survey of 2,200+ U.S. consumers about their 2024 travel plans and the role of travel rewards and loyalty programs, alongside a concurrent study of over 100 loyalty decision-makers about their program strategies and priorities for the upcoming year. It compares consumer and business perspectives on program effectiveness.
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TAP Miles & Go is increasing fees in 2024
Contrary to the airline industry trend of slashing fees, TAP Miles & Go has chosen to significantly hike service fees. The step mostly affects issuing, modifying, or canceling award tickets. The new fee structure comes into force on January 11, 2024.
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Alaska Airlines takes delivery of first longer-range Boeing 737-8
Alaska’s guests will soon enjoy refreshed updates to our 737-800 aircraft. With modifications beginning in late 2024, as the company is investing $130 million to overhaul those cabins.
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Hotels & Hospitality:
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Marriott International Signs Agreement to Bring the Ritz-Carlton and Marriott Hotels Brands to China National Convention Center in Beijing
Marriott International, Inc., recently announced that it has signed an agreement with Beijing North Star Company Limited to open the third The Ritz-Carlton and the first Marriott Marquis Hotel in Beijing. Expected to open in 2026, The Ritz-Carlton Beijing, North will provide its legendary service and elegant design to travelers in and abroad, while Beijing Marriott Marquis Hotel will deliver a perfect blend of heartfelt service and modern style at China National Convention Center Phase II.
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ALL launches #ALLRoomNumber – a slam-dunk experience for NBA fans!
ALL’s new social media competition gives basketball fans the opportunity to win last-chance tickets to the NBA Paris Game 2024, a night at the Novotel Paris Centre Bercy in a brand-new room, and NBA insider experiences with beIN SPORTS.
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Marriott and United Airlines launch promotion for Top-Tier Elite Members
Marriott and United Airlines launched limited new promotion to top-tier members like Marriott Ambassador Elite or United Premier 1K status. Offer valid till March 31, 2024.
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Cruises:
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Royal Caribbean sponsoring Eurovision 2024 and 2025
As an Official Partner for 2024 and 2025, Royal Caribbean will bring to life a wide range of moments and experiences, including brand exposure throughout the event, host-city promotion and more.
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Cunard Set to Bring Back Le Gavroche at Sea in Extended Partnership with Two Michelin-Starred Chef Michel Roux
Cunard will bring back an exclusive series of Le Gavroche residencies at sea this year as two Michelin-starred chef Michel Roux brings his iconic London restaurant to guests on Queen Anne and Queen Mary 2.
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Retail, E-commerce & F&B:
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CVS Pharmacy® announces new simplified loyalty experience
xtraCare Plus, the CVS Pharmacy loyalty and membership program formerly known as CarePass, unlocks all the benefits of ExtraCare, plus the new convenience of free same-day delivery of nearly all products in the store in as little as three hours, and so much more.
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Global Tomato Ketchup Market Report 2023-2028: Growing Brand Loyalty and Strategic Marketing Initiatives Impacting Growth
The increasing demand for convenience food, rapid globalisation of cuisines, growing brand loyalty and strategic marketing initiatives, recent technological advancements, and growing expenditure capacities of consumers are some of the factors propelling the market.
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Starbucks Becomes First National Coffee Retailer to Accept Reusable Cups for Drive-thru and Mobile Orders
Starting January 3, 2024, customers will be able to use their own clean, personal cup for every visit at all company-operated stores and participating licensed stores in the U.S. and Canada – including drive-thru, the Starbucks app, and in café. Starbucks is the only national coffeehouse in the U.S. to offer customers the option to use their personal cup when they make a mobile order and the first in Canada to offer mobile order for all drinks and sizes.
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Co-op appoints former Ocado Solutions boss Luke Jensen to board
Jensen joins as an established retail leader, bringing a wealth of experience in the global food retail industry. Previously heading Ocado Solutions, the online grocer’s technology business, since 2017, he was responsible for leading the transformation of Ocado from a UK retail company to a recognised global technology business.
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Asda hires Matt Kelleher as 1st ever chief digital officer to support digital transformation
Asda has today confirmed the appointment of its first Chief Digital Officer from rival Morrisons as it continues to evolve how it uses data to improve its customer offer, as part of its long-term ambition to be the UK’s second largest grocery retailer.
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Entertainment, Sport, Telecom & Social Media:
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T-Mobile (USA) Adds Hulu to its Streaming Suite
Un-carrier customers now get the entertainment bundle in wireless.New and existing Go5G Next customers can simply enjoy it as a part of their plan. At no additional cost.
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Transport, Fuel Retail & Mobility:
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Fisker selects Santander as finance partner in UK and extends loyalty program
As part of Fisker’s enhanced loyalty program for European customers, those with existing orders or reservations gain lifetime benefits, rewards, exclusive perks, and giveaways.
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Payments, Finance, Property & Insurance:
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HSBC is launching Global Payments App Zing, a new app aims to dominate the cross-border payments market.
HSBC is launching a new app Zing, targeting young generation and non-HSBC customers and directly competing with Revolut and Wise.
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Visa Reimagines Customer Loyalty with New Web3 Engagement Solution
The new value-added service ushers in the future of customer engagement and loyalty, helping brands meet next-generation customers where they increasingly are – in digital and virtual worlds – through immersive programs like gamified giveaways, augmented reality treasure hunts, and new ways to earn and burn loyalty points.
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Loyalty Technology, Solutions & Consulting:
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Rebecca Martin Joins Glia as Chief Marketing Officer
Glia, the customer interaction leader unifying Digital Customer Service (DCS), call center and automation on a single platform, has expanded its executive leadership team, appointing Rebecca Martin as its first Chief Marketing Officer.
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Xoxoday enhances its global reward offering by adding 3000+ products in the US
In addition to its wide array of reward options, including digital gift cards from brands like Uber and other 5,000+ brands, experiences, payouts, travel & entertainment, and more, Xoxoday has enhanced its merchandise and physical card selection in the US.
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Insomnia Cookies sweetens customer loyalty by selecting PAR Technology’s Punchh® innovative platform
This move is set to enhance customer loyalty and elevate overall engagement across Insomnia Cookies’ expansive network of 240+ stores in the United States.
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Reports, Research, Insights & Opinions:
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Research: Card-Linked Offers and Rewards Programs’ Most Loyal Customers
Recent report by PYMNTS Intelligence and Banyan looks into leveraging item-level receipt data and customer loyalty: 65% of card users who shop with brands or merchants where they are members of loyalty or rewards programs • 41% of card users who have used a card-linked offer program in the last 12 months • 38% of consumers who have not used card-linked offers because they lack familiarity with these programs.
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Global Marketing Analytics Software Market Report 2023
The global Marketing Analytics Software market has experienced substantial growth in recent years, driven by its widespread adoption across industries.
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PYMNTS Intelligence Report: 2/3 of Consumers Prefer to Receive Personalized Offers via Email
As per the findings outlined in a recent PYMNTS Intelligence report, this shift is predominantly fueled by millennials, with 41% indicating a willingness to transition to merchants offering more tailored deals. Meanwhile, Generations Z and X closely trail behind at 34% and 26%, respectively. In
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Marigold ft. Forrester research: B2C Marketing Predictions and Priorities for 2024
57% of US B2C marketing decision-makers said they planned to increase their marketing investment in relationship/loyalty marketing in 2024.
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Optimove Report: 2024 Consumer Perspectives on AI-Driven Brand Marketing
Latest Optimove report in which consumers reveal surprising answers about how AI is used to market to them: customer perceptions of AI, tips on how to best use AI to enhance the consumer experience and increase customer lifetime value (CLV). This report delves into critical issues such as consumer trust, personalization, privacy, the impact on decision-making and more.
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Jobs & Careers:
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Adnoc Group is hiring: Digital & Social Media Manager
Location: Abu Dhabi, UAE. Click here to apply.
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Marketing Executive Dubai, Company: Confidential
Location: Dubai, UAE. Click here to apply.
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Miral Destinations is hiring: Head of Digital Guest Experience
Location: Abu Dhabi, UAE. Click here to apply.
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Majid Al Futtaim is hiring: Loyalty Program Design Manager
Location: Dubai, UAE. Click here to apply.
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Lego Group is hiring: Global Marketing Performance Manager – Experimentation
Location: London, England, UK. Click here to apply.
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Atlantis Dubai is hiring: Director, Marketing – Brand & Rooms
Location: Dubai, UAE. Click here to apply.
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IAG Loyalty is hiring: Commercial Partnership Manager
Location: London, England, UK. Click here to apply.
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KPMG is hiring: Manager – Customer Experience (Digital Transformation)
Location: Dubai, UAE. Click here to apply.
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Senior Loyalty Manager in Retail, Health and Beauty. Company: confidential
Location: London, England, UK. Click here to apply.
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