All you need to know this week about loyalty & CX: GLO Interview: Kim Hardaker is welcomed as Head of GLO's Sustainability vertical • Kim Hardaker interview on sustainability & loyalty views • Etihad • Delta • Emirates • Swiss • Qantas • flynas • Qatar Airways • Lufthansa • American Airlines • United • Southwest • Marriott • Hyatt • Capgemini • IHG • Emaar • Hilton • Avolta • Sephora • Sainsbury's • Revolut • EQ Bank • Mastercard • Zillennials report • Loyalty reports • Loyalty Careers & Jobs.
GLOGLO Featured:
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Global Loyalty Organisation (GLO) Welcomes Kim Hardaker as Head of Loyalty & Sustainability Vertical The renowned loyalty professional joins GLO as the Head of Sustainability Vertical
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GLO Interview: Kim Hardaker, Head of Loyalty & Sustainability Vertical, Global Loyalty Organisation Topics discussed: How loyalty programmes can help companies achieve their sustainability goals. – Sustainability: Consumer demand or company-led initiative? – Regional differences in sustainability approach – About Conscious Choices – Which industries are leading sustainability efforts? – Advice for loyalty programmes looking to start their sustainability journey – About GLO Sustainability Vertical
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GLO Interview: Kim Hardaker, Head of Loyalty & Sustainability Vertical, GLO (Trailer) Topics discussed: How loyalty programmes can help companies achieve their sustainability goals. – Sustainability: Consumer demand or company-led initiative? – Regional differences in sustainability approach – About Conscious Choices – Which industries are leading sustainability efforts? – Advice for loyalty programmes looking to start their sustainability journey – About GLO Sustainability Vertical
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Airlines, Alliances & Airports:
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Fiji Airways Adopts the American Airlines AAdvantage® Travel Rewards Program Fiji Airways, Fiji’s National Airline, has announced it will join the award-winning American Airlines AAdvantage® travel rewards program in the coming year, offering members a host of benefits as well as earning and redemption capabilities when traveling on either airline.
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Air Astana named the Best Airline in Central Asia & CIS for the 12th time Air Astana was named the Best Airline in Central Asia & CIS for the 12th time and received the Best Airline Staff Service in Central Asia & CIS award for the eighth time. Additionally, FlyArystan, Air Astana’s 100% owned low-cost carrier, won the Best Low-Cost Carrier in Central Asia & CIS award for the second time.
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Etihad Guest welcomes 10 millionth member Lucky 10 millionth guest set to receive a sensational upgrade. Milestone achieved as frequent flyer loyalty programme welcomes a new era.
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Delta One Lounge at New York-JFK ushers in a new era of premium travel for airline The Delta One Lounge at New York’s John F. Kennedy International Airport – the first of its kind, and larger than any Delta Sky Club – offers a variety of experiences and amenities for the premium traveler.
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The ranking is according to Skytrax, the global reference for assessing airlines performance
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Priority Pass is expanding its collaboration with China Eastern Airlines. This expansion will integrate 24 airport lounges in mainland China into the Priority Pass network.
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Jens Fehlinger to become CEO of Swiss International Air Lines Jens Fehlinger will be the new CEO of Swiss International Air Lines (SWISS). He will assume his new role on 1 October 2024 and succeed Dieter Vranckx who will become a member of the Lufthansa Group Executive Board as of 1 July 2024.
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Billions of points become holiday reality as Classic Plus Reward seats take flight Classic Plus is one of the biggest ever expansions to the Qantas Frequent Flyer program, making it easier for members to use their points for travel, even during peak periods.
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American has introduced several ways to make travel more convenient for AAdvantage® members, with more to come by the end of 2024.
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The Group reports the strongest financial performance in its 27-year history, with a total revenue of QAR81 bn (US$22.2 bn) and annual profits 39% higher than the previous year. Total revenue increased by QAR4.7 billion (US$1.3 bn) – up six per cent, marking a significant improvement in the Group’s EBITDA, which grew by QAR1.2 bn (US$0.3 bn). Passenger loads also surged to more than 40 mn – an increase of 26% over last year.
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Travellers planning their summer getaway to or through Dubai can explore the city’s sights and enjoy a complimentary stay at the world’s tallest 5-star hotel, JW Marriott Marquis Hotel Dubai. A variety of indoor experiences await, including cutting-edge retail, vibrant events and an array of other attractions
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EU Commission gives “green light” for Lufthansa Group’s participation in ITA Airways Competition authority of the European Commission approves the planned acquisition of 41 percent of Deutsche Lufthansa AG in ITA Airways, subject to conditions
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Emirates customers savour more than 45 million luxury chocolates every year Celebrating World Chocolate Day on 7 July, Emirates is taking note of customer consumption of the decadent delight – with 45 million pieces of luxury chocolate consumed onboard last year by customers in all classes, as well as an array of delectable desserts.
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In addition, American has increased its investment in ZeroAvia. American made its first investment in ZeroAvia in 2022 and has also now participated in the company’s Series C financing round. The engine agreement follows the Memorandum of Understanding the companies announced in 2022.
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SOUTHWEST AIRLINES ADOPTS LIMITED-DURATION SHAREHOLDER RIGHTS PLAN Board Acts in Response to a Significant Accumulation by Elliott Investment Management. Protects Value of All Shareholders’ Investments in Southwest Airlines
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United Now Texts Live Radar Maps and Uses AI to Keep Travelers Informed During Weather Delays As part of industry-leading efforts to communicate to customers in real-time, airline uses AI tools to send travelers information about their trip, especially if things don’t go as planned. Real-time radar maps can help customers understand how inclement weather in one part of the country can impact a flight elsewhere
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American Airlines releases 2023 Sustainability Report Key progress in 2023 includes American’s collaboration with Breakthrough Energy and Google Research on groundbreaking contrail avoidance research, which will inform how the industry might address its impact on climate change. The report also includes a discussion of how American is extending its commitment to sustainability to its sourcing and procurement practices.
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Qatar Airport: A Global Dining Destination in its Own Right Qatar Duty Free Wins Seven Awards at the 2024 Food & Beverage (FAB) Awards.
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CNBC on Delta becoming USA’s best luxury airline Extra-leg seats, premium lounges and partnership with AMEX are driving Delta’s customer satisfaction and profitability
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Star Alliance’s Los Angeles Airport Lounge has been honoured with the title of North America’s Leading Airport Lounge for the fifth year running at this year’s prestigious World Travel Awards. The award was announced at the Caribbean & The Americas Gala Ceremony held on the scenic island of Saint Vincent on July 1, 2024.
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Wonderful Wimbledon & Emirates Fun Facts Emirates explores the more obscure connections of its newest partnership, where the world’s largest international airline meets the world’s oldest tennis tournament, celebrating the iconic collaboration of two globally recognised legacy brands.
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Qatar Airways Group Celebrates a Record-breaking Net Profit for FY2023/24 The Group reports the strongest financial performance in its 27-year history, with a total revenue of QAR81 billion (US$22.2 billion) and annual profits 39 per cent higher than the previous year
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Hotels & Hospitality:
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The new locations, Address Beach Resort Bahrain and Vida Beach Resort Marassi-Al-Bahrain, will enable members to earn and redeem U points, the program’s exclusive currency.
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Hilton Reigns as Most Valuable Hotel Brand for the Ninth Consecutive Year According to Brand Finance Nine of Hilton’s brands are included on the annual Hotels 50 report. Every year, Brand Finance conducts the world’s largest study on brand valuation for 5,000 of the biggest brands across all industries and publishes more than 100 reports, ranking brands across all sectors and countries. In the overall Brand Finance Global 500 2024 ranking, Hilton is one of only two hotel brands featured.
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Under IHG’s luxury brand, InterContinental Table Bay Cape Town becomes the latest member of its global IHG One Rewards loyalty program.
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IHG Hotels & Resorts debuts in Kashmir with signing of a voco hotel Scheduled to open in Q4 2026, the signing is in line with IHG’s strategy to expand presence across key leisure destinations in India and capitalize on the growing tourism industry in the country.
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New Report Reveals Changing Face of Luxury Travel in Asia Pacific The Luxury Group by Marriott International launches extensive research among affluent travelers across six markets.
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DoubleTree by Hilton Hits 100th Property Milestone in Asia Pacific The company’s recent franchise model expansion with the DoubleTree by Hilton brand is set to significantly boost this growth – offering owners in Greater China enhanced opportunities to leverage the brand’s strong market presence and Hilton’s robust commercial engine and network effec
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Builds on strategic collaboration with German Lindner Hotel Group, with plans to increase footprint of fast-growing upscale brand me and all hotels as part of Hyatt’s lifestyle portfolio
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This signing will bring Hilton’s flagship brand to Marjan Island, one of the UAE’s premier leisure hubs.
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FINN/ILTM report: China’s women in charge 54% of high-net-worth Chinese women plan to increase their leisure travel in the next three years, and over 60% intend to spend more on travel, including hotels and accommodations.
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This collaboration allows Lokalee’s clients to offer their guests access to Viator’s extensive array of global tours, activities, and excursions.
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HBX Group Partners with PerfectStay to Offer B2B2C dynamic packaging PerfectStay is renowned for its ability to curate unique travel experiences, offering a comprehensive inventory that includes hotels, transfers, car rentals, excursions, flights, and activities. With strong technological capabilities and advanced dynamic packaging, PerfectStay provides clients with bespoke travel solutions. The partnership will also enhance customer loyalty programs and consumer platforms.
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Accor’s new travel advisor loyalty and rewards program, HERA, a tremendous success HERA, the latest trade program from Accor, offers more brands, features, and capabilities than the previous platform. It enhances the digital experience with efficient online tools for booking, tracking, and reviewing activity.
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Guests will experience unparalleled luxury with Blade helicopter service, seamlessly transporting them from sky to suite in a first-of-its-kind collaboration
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CBRE report. Hotel Loyalty Programs: Betting on the Law of Large Numbers CBRE analyzed the loyalty programs of 5 major U.S. public hotel companies (Choice, Hilton, Hyatt, Marriott and Wyndham). 11% increase in hotel loyalty program members led to a 5% increase in total hotel occupancy from loyalty member bookings. Loyalty program redemption revenues grew by 11% year-over-year in 2023, reaching a record $1.1 billion likely due to a combination of more travel and redemptions, higher average daily rates (ADRs), and more points required for a free night.
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Thynk guide: Everything You Need to Know About Hotel CRM Thynk guide dives into details how hotel CRM systems enhance guest experiences and loyalty through data-driven personalization, operational efficiency, and targeted marketing, requiring a strategic approach to selecting and implementing the right software tailored to hotel-specific needs.
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Capgemini: GENERATIVE AI IS A GAME CHANGER FOR HOSPITALITY CUSTOMER EXPERIENCE Generative AI heralds a new era of hospitality by helping companies craft more personal and seamless experiences for travelers and guests.
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Duetto and SHR Partner to Transform Casino Loyalty Pricing The partnership enables casinos to maximize revenue by delivering personalized online guest experiences.
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Cruises:
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MSC CRUISES PUBLISHES ITS 2023 SUSTAINABILITY REPORT MSC Cruises today published its 2023 Sustainability Report with a performance review of the 12-month period in the areas of environment, social and governance. The report also includes information on the line’s sister company and luxury travel brand, Explora Journeys, which launched EXPLORA I last year, the first of six vessels in its fleet. Also included are detailed data tables including operations, emissions, water, waste, headcount and gender distribution.
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Retail, E-commerce, F&B, Healthcare:
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Sainsbury’s and Microsoft collaborate to power up customer and colleague experience with AI Sainsbury’s and Microsoft have signed a five-year strategic partnership, designed to help deliver the retailer’s Next Level Sainsbury’s strategy
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Leading global travel experience player Avolta AG (SIX: AVOL) is reinforcing its presence in Macau, the tourism magnet of southern China. The company is thrilled to announce a new seven-year contract to operate key categories in Duty Free as well as General Merchandise at Macau International Airport. The contract marks a significant enhancement of our presence within the Asia Pacific region, covering an additional total area of over 600 m2 across four commercial spaces.
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The café is a first of its kind hybrid F&B and Retail concept at Sharjah International Airport (UAE).
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Avolta Asia Pacific CFO Ranjith Kumar steps down after stellar career Highly respected Avolta Asia Pacific CFO Ranjith Kumar will be retiring at the end of June, concluding an exemplary career of nearly 25 years with the company and its predecessors, Dufry and Weitnauer.
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nShift Go Native enables ecommerce platforms and online B2C marketplaces to easily offer multi-carrier deliveries to their retailers via a single API.
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Sephora has launched ‘MySephora’ – a new, tiered, points-based loyalty programme in the UK Launching on July 2nd, Sephora UK introduces MySephora, a tiered, points-based loyalty program designed to reward and engage its loyal customers with exclusive benefits.
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Sainsbury’s Sale of Core Banking Business to Natwest Group We expect Sainsbury’s Bank to return excess capital of at least £250 million to Sainsbury’s once the phased withdrawal from its Core Banking Business has been completed and the future model for Argos Financial Services is in place. Sainsbury’s intends to return this capital to shareholders.
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Entertainment, Sport, Telecom & Social Media:
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Six Flags Launches Groundbreaking Metaverse Experience on Roblox In partnership with Digital Twin’s proprietary “Coastercoin” software, users can collect them in the experience which can only be redeemed for Six Flags rewards and activities at physical Six Flags parks.
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Transport, Fuel Retail & Mobility:
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vineyard vines announces first-ever collaboration with Jeep® Two American Icons Embark on an Exclusive Collection, Road Trip and a Once in a Lifetime vineyard vines Custom Jeep Gladiator Giveaway.
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Payments, Finance, Property & Insurance:
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Revolut launches pan-European debit loyalty card programme in UK Revolut, the international financial app boasting over 40 million users globally, has today unveiled RevPoints, the UK’s first pan-European debit loyalty card program.
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EQ Bank measures and improves Customer Trust with Adoreboard AI EQ Bank chooses Adoreboard’s AI-generated predictive insights to target an increase in customer trust. EQ Bank adopts AI platform for text and emotion analysis whilst eliminating manual analysis of survey comments.
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Mastercard and LuLu Group forge multimarket partnership The partnership will introduce revamped features and benefits, such as digital in-store transactions and more cashless experiences, as well as personalized rewards and generous cashback offers on spends at LuLu stores.
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Loyalty Technology, Solutions & Consulting:
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Danish SaaS technology powers innovative partnership in Qatar Qatar Airways announces that members in Qatar can now Collect & Spend Avios (The loyalty currency of Qatar Airways, British Airways and several other airlines) with talabat the leading delivery service, simply by paying with a linked Visa or Mastercard.
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Reports, Research, Insights & Opinions:
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PYMNTS report. The Zillennial Paradox: Big Debt, Big Spending and a Conscience to Rule It All PYMNTS report zooms into zillennials — 90’s kids who turn 25 to 33 this year. These younger millennial and older Generation Z consumers form a distinct micro-generation that breaks the mold in important ways. Zillennials represent a growing wave of earning and purchasing power likely to drive economic trends in coming years.
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SimplyCodes’ 2024 Coupon Codes Sentiment Report reveals that a majority of online shoppers (54%) have increased their search and usage of promo codes over the past year.
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FINN report: Luxury Playbook 2024 Building Resilience Through Creativity The Luxury Playbook provides an overview of these opportunities and challenges for the year to come, with a view to help brands build resilience in the face of growing market headwinds. This report was developed in collaboration with leading market intelligence agency Mintel. All Mintel data featured in this report was sourced from its reports from 2021 to 2024.
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Jobs & Careers:
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Shopify is hiring: Loyalty Marketing Lead Location: Remote. Click inside to apply.
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Transamerica is hiring: Head of Customer Experience & Marketing Location: USA (work from home). Click inside to apply.
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Royal Caribbean is hiring: Sr. Manager, Loyalty Marketing and Events Location: Miami, Florida, USA. Click inside to apply.
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London, England, United Kingdom Location: London, England, United Kingdom. Click inside to apply.
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Royal Caribbean is hiring: Senior Director, Loyalty Location: Miami, FL, USA. Click inside to apply.
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Alaska Airlines is hiring: Senior Manager of Loyalty Growth and Engagement Location: Seattle, WA, USA. Click inside to apply.
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HOKA is hiring: Global Loyalty & Consumer Engagement Strategy Manager Location: Goleta, CA, USA. Click inside to apply.
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Virgin Red is hiring: Head of Customer Value & Insights Location: London Area, United Kingdom. Click inside to apply.
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