All you need to know this week about loyalty & CX: GLO Editorial: Women and Loyalty • GLO platform members-only access from March 2024 - get your logins now • Lufthansa • United • Turkish • Cathay • BA • KLM • Virgin • Saudia • Riyadh • Qatar Air • Etihad • Marriott • hilton • Radisson • GHA • Choice • Hyatt • Rotana • Target • Uber Travel • Amex • Mastercard • Sabre • nShift • Loyalty reports • Job listings.
GLOGLO Featured:
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GLO Editorial: ‘She-Loyalty’: Women and Loyalty Programs Dynamics and Unique Strategies Summary: Importance of women in loyalty programs, driven by their substantial control over consumer spending and influence on purchasing decisions • Shift from transactional to emotional loyalty • Women’s preferences for personalized experiences and community engagement • Cultural and regional nuances in loyalty program design • Existing women-focused loyalty programs.
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GLO is launching member-only access from mid-March 2024 – get your login details We are launching member-only access with exclusive access to GLO news, editorials, interviews, loyalty community, loyalty reports & surveys, global loyalty database and loyalty career listings. Please contact us to get your member-only login details.
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Airlines & Alliances:
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– Internet access for all passengers on Airbus A220 and A319/320/321 of Lufthansa, Austrian Airlines and SWISS in future
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United Joins American Airlines in Increasing Checked Bag Fees The airline stated that fees for the first and second checked bags would rise by $5 in most markets. Travelers are advised to utilize United’s baggage fee calculator before their flights to confirm the applicable fees for their specific route.
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United Airlines Names Rosalind Brewer to Board of Directors Brewer most recently served as President and CEO of Walgreens Boots Alliance, Inc., a global leader in retail pharmacy and healthcare, where she shaped the company’s strategic direction and navigated the complexities of the healthcare landscape during the COVID-19 pandemic. While at Walgreens, Brewer implemented transformative initiatives focused on driving innovation, improving customer engagement, and expanding access to essential healthcare services.
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Lufthansa Group again receives top rating in the renowned CDP climate ranking In the global climate ranking 2023 of the non-profit organization CDP (formerly Carbon Disclosure Project), the Lufthansa Group has once again received a top rating for its CO2 reduction strategy and its implementation. On a scale from “A” (best result) to “D-“, the company was placed in the highest ranking band for the second year in a row with a scoring result of “A-“. The top rating confirms the Lufthansa Group’s global pioneering role in its commitment to more sustainable aviation.
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Outpayce and HSBC partner to help airlines price fares in travelers’ preferred currency Move comes as new research shows a third of airlines plan to offer Multi-Currency Pricing.
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An insider’s guide to SXSW: 8 exclusive, can’t-miss experiences for Delta SkyMiles Members As the official airline partner of this year’s annual festival, Delta will deliver exclusive experiences, premium rewards, and much more as it continues to reimagine and elevate the meaning of SkyMiles membership – introducing benefits with relevance surrounding and beyond the customer’s travel journey.
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Turkish Airlines Becomes Melbourne Victory’s New Principal Partner By joining forces with Melbourne Victory, a club celebrated for its spirit and achievements, Turkish Airlines not only extends its vast portfolio of sports engagements but also reinforces its dedication to bridging cultures and communities through the universal passion for athletic achievement.
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Enjoy the latest elevated selection of authentic local culinary delights when you fly with Cathay Pacific
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BA brings a taste of Texas to the skies with launch of BA-B-Q Sauce On March 3, 2024, British Airways will proudly celebrate a decade of flying between Austin and London Heathrow. To mark this milestone anniversary, the airline has partnered with Austin’s renowned barbecue joint, Franklin Barbecue, to produce limited edition bottles of their Original BBQ sauce, aptly labelled BA-B-Q sauce (see what we did there), to gift Club World customers flying from Austin to London throughout March.
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600+ modernisation initiatives are being rolled out as part of the airline’s £7bn transformation plan, as it invests in every part of its business • A new website, mobile app, free onboard messaging, new short-haul seats and a new First suite are among the airline’s latest plans • Multi-million-pound leading-edge technology systems, AI and machine learning will help flights depart on time
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KLM launches Digital Travel Credential trial on transatlantic flights On Feb 29, flight KL672 from Montreal landed at Schiphol carrying passengers who used the Digital Travel Credential (DTC) to guide them through border checks quickly and efficiently with Tap & Go. The flight forms part of a pilot project running until 31 March 2024 into how the DTC1 (a copy of the digital information contained on the chip of the passport) works in combination with facial recognition at border checks.
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KLM reports strong annual results for 2023; limited fleet and runway capacity in Q4 KLM generated EUR 12.1 billion in revenues in 2023, with operational profits of EUR 650 million. This is a record turnover despite profits being under pressure compared to 2022.
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Virgin introduces aluminium vodka bottles onboard: Sapling Spirits takes to the skies Sapling Spirits and Virgin Atlantic are coming together to create an aviation industry first with its eco-friendly aluminium mini spirits bottles
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Emirates warmly welcomes key dignitaries at ITB Berlin 2024 Official Opening Tour delegation including Kai Wegner, Governing Mayor of Berlin, and Franziska Giffey, Senator for Economic Affairs, Energy and Public Enterprises visited Emirates
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Delta Sync seatback brings more to SkyMiles members More SkyMiles members than ever are enjoying immediate perks for their loyalty as Delta Air Lines seamlessly integrates SkyMiles membership, the Fly Delta app and Delta Sync products to create the ultimate personalized experience in the sky. With Delta Sync seatback expanding to additional aircraft and fast, free Wi-Fi installations continuing on international and domestic routes this year and into early 2025, the airline is setting a new standard for membership benefits.
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SAUDIA Group showcases leading services at the MRO Middle East Jeddah, Saudi Arabia: Saudia Group will participate in the MRO Middle East 2024, taking place in Dubai on March 5th and 6th represented by Saudia Technic, a strategic business unit and the maintenance arm of the group.
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SAUDIA Group and “WALAONE” partner to maximize benefits of Alfursan Program Saudia Group has signed a strategic partnership with “WalaOne”, a digital wallet offering users a centralized platform to manage their loyalty rewards efficiently. This partnership aims to empower AlFursan Members to seamlessly convert their WalaOne points into Miles, unlocking exclusive travel advantages.
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SAUDIA unveils cutting-edge Ai-powered innovations in “LEAP” Saudia will unveil its latest digital initiatives, marking a new era in service excellence driven by cutting-edge artificial intelligence (AI) technologies and integrated connectivity solutions tailored to enhance the travel experience for all guests.
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Ahead of his appearance as a keynote speaker at APEX TECH in Los Angeles, Ekrem Dimbiloglu, Delta’s Managing Director of Customer Experience, Delta Studio & Wi-Fi, talks to APEX Insights about the carrier’s groundbreaking reinvention of its in-flight entertainment and connectivity offering – from the team behind the product to features and more.
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Turkish Airlines Introduces ‘Turkish Airlines Red’ in Collaboration with Pantone Color Institute The introduction of ‘Turkish Airlines Red’ comes at a time when Turkish Airlines continues to achieve remarkable milestones, including the launch of its inaugural flight to Melbourne, expanding its flight network to encompass all six continents.
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Malaysia Airlines Introduced Premier Line Contact Centre exclusively for Gold and Platinum Members Starting 24 January 2024, you can enjoy more enhanced and convenient travel experiences with our latest Premier Line Contact Centre. Designed with your needs in mind, this dedicated service channel provides quick ticketing, Enrich-related services and instant support to all Gold and Platinum Enrich members.
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Riyadh Air and IBM Take Further Steps Forward in their Collaboration to Redefine Travel Experiences IBM announced today the next steps in their collaboration with Riyadh Air, the digital-native airline currently scheduled to commence operations in early 2025, to revolutionize the airline’s travel experiences. The airline plans to introduce next-generation, channel-fluid guest and traveler interactions, tapping into IBM Consulting’s open ecosystem of business partners and deep industry expertise spanning strategy, experience design, technology and operations.
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Qatar Airways Showcases New Features of World’s First AI Virtual Digital Human Cabin Crew Qatar Airways presented its second-generation virtual cabin crew, Sama 2.0, powered by innovative conversational AI. The holographic reveal continues to draw crowds at the world’s leading travel trade show, ITB Berlin 2024
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Etihad Airways announces AED 1.4 billion (USD $ 394 million) operating result for the full year 2023 ~40 per cent more passengers, from 10 million to 14 million, year-on-year • Passenger revenue increased by AED 4 billion (U.S.$ 1.1 billion) to AED 16.7 billion (U.S.$ 4.5 billion) • Cost per Seat Kilometre excl. fuel decreased by 7 per cent year-on-year • Launched 15 new destinations, added 14 aircraft including four A380s • Hired over 2,300 new employees, primarily pilots and cabin crew
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Emirates signed 4 codeshare and 35 interline and 11 intermodal agreements at ITB 2024 Airline signs series of strategic partnerships on the sidelines of Europe’s leading travel and trade show. The airline received close to 6,000 visitors at its stand and conducted more than 260 on-site meetings with key stakeholders
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United is the only U.S. airline to offer non-stop flights to Marrakesh, Morocco and Cebu, Philippines and will fly non-stop to Medellin, Colombia for the first time in its history. Airline increases flying to Portugal, Hong Kong and South Korea; resumes Los Angeles-Shanghai service
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Spirit – JetBlue deal is officially dead: what we can learn from it Key takeaways from the collapse of the Spirit-JetBlue merger include: regulatory hurdles, financial implication, shareholder preferences, regulatory history, future prospects.
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Qatar Airways has been awarded World’s Best MICE Airline 2023 The airline has been voted, ‘World’s Best MICE Airline 2023’, and ‘Middle East’s Best MICE Airline 2023’ by industry experts. The awards highlight Qatar Airways’ efforts in facilitating the MICE industry in Qatar and beyond through world-class service on its network of over 170 destinations.
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Hotels & Hospitality:
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Hilton partners with AutoCamp to offer elevated outdoor lodging experiences AutoCamp stays will be bookable on Hilton’s direct channels in the coming months, giving Hilton guests direct access to outdoor hospitality that goes beyond “glamping.” Hilton Honors members will be able to earn and redeem Points and enjoy exclusive member benefits while experiencing sought-after locations across the United State.
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Radisson to launch first UK serviced apartments in 2027 Radisson Hotel Group has inked its inaugural deal for serviced apartments in the UK, targeting a launch in Glasgow by 2027. Positioned at 90/96 Maxwell Street and 40 Fox Street in Glasgow’s city center, the project will encompass a blend of studio and one-bedroom apartments alongside amenities such as a rooftop bar and lounge, a restaurant, gym facilities, and meeting spaces.
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Hilton has announced the appointments of Nong Xia as president of Development for Greater China & Mongolia and Maria Ariizumi as vice president of Development for South East Asia. These appointments mark a significant step in Hilton’s ongoing commitment to expand its footprint and strengthen its presence in key growth regions.
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Plum Guide® is the leading curator of exceptional vacation rentals worldwide and the first collection of homes to partner with the alliance and its award-winning loyalty programme, GHA DISCOVERY ● GHA DISCOVERY members will be rewarded for experiencing luxurious stays in handpicked vacation homes.
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500 Choice technologists gather for trainings and workshops and to compete in a 48-hour make-a-thon to develop next-generation hospitality solutions
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Hyatt Adds Rio Hotel & Casino to Loyalty Program, Updates Renovation Plans Hyatt Hotels Corporation, in partnership with Rio Hotel & Casino, has announced an exciting development for World of Hyatt members: they can now accrue and utilize points at the Hyatt-affiliated Rio Hotel & Casino, currently undergoing an extensive, multi-phase renovation totaling $340 million.
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Waldorf Astoria Residences Dubai Downtown to Mark First Standalone Residence Outside of the U.S. The Residences will further position the award-winning hospitality brand at the forefront of innovation and luxury. Along with signature resident services and over 100 years of world-class hospitality and exclusive Residence Owner Benefits including elite Hilton Honors status and more…
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Rotana showcases global expansion plans at ITB Berlin 2024 In line with Rotana’s target to strengthen its global footprint, the hospitality group has several market entries in the pipeline. Scheduled to open later this year, Centro New Malden and Centro Kingston will be Rotana’s first two properties in the United Kingdom. The properties form part of a wider agreement to develop up to 1,500 keys over multiple sites across the greater London region, all under the Centro brand.
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It’s Showtime: MGM Collection with Marriott Bonvoy Debuts in Grand Style Unrivaled brand of iconic properties fulfills passionate travelers seeking to experience the extraordinary with one-of-a-kind stays and Marriott Bonvoy Moments®.
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Drury Hotels ranked number 12 out of 3,000+ companies in Forbes’ Second Annual List of Customer Experience All-Stars.
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Hilton Named Global Partner of the 2024 Solheim Cup Hilton will also launch exciting experiences and offers for its more than 180 million Hilton Honors members on the Hilton Honors Experiences platform, ensuring that the global community of golf enthusiasts benefits from this exciting partnership.
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Retail, E-commerce, F&B, Healthcare:
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According to Eurocash, Delikarta, the loyalty program of the Delikatesy Centrum supermarket chain, has surpassed four million registered users, establishing itself as one of Poland’s most popular loyalty programs in the retail sector. The company reported that discounts and promotions offered through the Delikarta program have resulted in total consumer savings of PLN 250 million (€57.6 million).
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GlobalData report: Customer loyalty schemes key to success for FMCG As consumers increasingly engage with loyalty programs, especially in the food & grocery and health & beauty sectors, retailers need to ensure that their loyalty offerings are appealing. According to GlobalData the additional benefits that consumers can receive through loyalty programs serve as a highly effective method for retailers to distinguish themselves from their competitors.
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A recent study conducted by dunnhumby has revealed that over half (53%) of prominent retailers have observed an increase in the adoption of loyalty schemes in recent years. In its report titled “The Power of Personalised Loyalty,” the data science firm examined the loyalty approaches implemented by 24 major retailers across regions including EMEA, Latin America, North America, and the Asia-Pacific.
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Sunglass Hut Announces New, First-Of-Its-Kind Loyalty Program The Sun Club will provide eyewear enthusiasts with a variety of avenues to earn rewards. In-store & online shoppers will receive 10 points for every dollar spent, plus bonus points on specific purchases and during certain timeframes. Participants will also receive additional points for engagement activities, starting from loyalty card subscription and when activating their MyAccount profiles.
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Target Announces Plans to Deliver Enhanced Shopping Experience in 2024 and Beyond The Target Circle loyalty program will evolve to offer three new membership options, including a free-to-join option, that let guests choose how they want to shop and save.
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FEVO to Launch the Zip Buy Now, Pay Later Solution This offering will provide FEVO clients with a new flexible payment option that will increase order value, attract new customers, and foster loyalty.
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PUMA to Redefine its Online Shopping Experience with Google Cloud’s AI Solutions Leading sportswear brand to personalise and streamline product discovery, customer loyalty rewards, and online-to-offline purchases by moving all e-commerce operations to Google Cloud .
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Entertainment, Sport, Telecom & Social Media:
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Virgin Mobile KSA Chooses IST Networks for Genesys Cloud Migration The project will consolidate Virgin Mobile’s varied customer service channels into a single, cloud-based platform. This move is aimed at streamlining customer interactions and enhancing service delivery through a seamless omnichannel experience.
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Transport, Fuel Retail & Mobility:
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Uber Partners with Mastercard and Payfare to Launch the New Uber Pro Card in Canada Drivers and delivery people on Uber to get free, instant access to earnings; up to 4% cashback on gas, up to 8% cashback on EV charging, and other enhanced loyalty features.
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AMP Launches Mobile App and Customer Experience Platform for ZIPS AMP Memberships proudly announces the official launch of its advanced car wash loyalty and membership platform at ZIPS Car Wash, the Nation’s largest privately held car wash chain, operating more than 280 locations across 25 states.
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Payments, Finance, Property & Insurance:
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American Express Global Business Travel (Amex GBT), leading software and services company for travel and expense, has obtained a Travel Agent Licence (TAL) from UK industry body Rail Delivery Group (RDG). The TAL licence will allow Amex GBT to sell a wider array of National Rail products to its corporate customers, holding responsibility for sales, refunds and customer care.
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Swoo, a mobile wallet that combines traditional and cryptocurrency payments, has partnered with Mastercard to revolutionize loyalty programs for banks, merchants, and payment service providers.
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Wells Fargo to launch Autograph Journey(SM) Card Designed for frequent travelers Autograph Journey is designed for frequent travelers and complements Wells Fargo’s other consumer credit cards, offering customers real, transparent value no matter what they’re looking for in their card.
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Alviere launches merchant-funded rewards to enhance co-branded debit cards The launch of merchant-funded rewards through the Alviere HIVE platform offers enterprise brands a new way to personalise offers.
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KuCoin unveils Account-Bound Tokens (KABT) with reward missions on Mocaverse and Halo Wallet Partnering with Mocaverse and Halo Wallet, KABT allows users to engage in rewarding missions and unlock exclusive benefits within the KuCoin ecosystem while seamlessly navigating different realms of the Web3 world.
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American Express Platinum Card® and Centurion® Card Members will have first access to individual tickets and tables beginning March 5, 2024.
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Capital One to acquire Discover creating a stronger rival to big 3 credit card rivals Acquisition of Discover would grant Capital One ownership of one of the major payment-processing networks in the U.S. and globally with 305mn customers, positioning it in competition with Visa, MasterCard, and American Express.
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Loyalty Technology, Solutions & Consulting:
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Sabre and Mastercard join the Travalyst coalition The group, which represents a combined market cap of almost $3tn, aims to bring sustainability information to the mainstream to help people make better travel choices. The addition of Mastercard and Sabre will help accelerate that ambition.
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LoyaltyLoop and PrintVis Announce New Integration LoyaltyLoop is configured to the specific needs of each print company, documents customer feedback, tracks key CX metrics, automatically encourages customers to post reviews on Google and other sites to boost online visibility and social proof and identifies new sales opportunities.
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nShift: Delivery management holds the keys to customer conversions and retention nShift releases four strategies to increase conversions and revenue in online and multi-channel retail.
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Vonage Wins Best Virtual Agent Platform at CX Awards 2024 “With AI Studio, today’s businesses have the tools to engage with their customers across all modes of communication, easily building the kinds of engagement solutions, automated messaging and speech-enabled applications that drive unique customer journeys and long lasting customer loyalty. “said Savinay Berry, EVP of Product and Engineering for Vonage.
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NightDragon, Punch Partner to Accelerate Go-To-Market Growth by Driving Demand, Brand Partnership to provide branding, interactive, and creative services to NightDragon companies as part of the firm’s proprietary NightScale platform.
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Nayax Announces Strategic Acquisition of VMtecnologia The acquisition of VMtecnologia will extend Nayax’s comprehensive service offerings across Brazil as well as serves as a key milestone in fulfilling the company’s international expansion growth strategy.
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Cashfree Payments enables more than 6,00,000 businesses with payment collections, vendor payouts, wage payouts, bulk refunds, expense reimbursements, loyalty and rewards.
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Reports, Research, Insights & Opinions:
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Newsweek’s America’s Best Loyalty Programs 2024: Victoria’s Secret, Amazon and Walmart in Top 3 Newsweek has collaborated with Statista to assess over 300 loyalty programs across 40 categories in the 4th annual ranking of America’s Best Loyalty Programs.
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IAG Loyalty / Skift report: Reimagining Loyalty to Engage Today’s Consumer Joint report by IAG Loyalty / Skift covers today’s rapidly evolving marketplace, where customer loyalty is undergoing a significant transformation. At a macro level, the global loyalty management market, which includes tools and strategies for cultivating brand loyalty, is projected to grow from $6.47 billion in 2023 to $28.65 billion by 2030, according to Fortune Business Insights.
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Loyalty market in Philippines is expected to grow by 10.7% on an annual basis to reach US$762.9 million in 2024. In value terms, the loyalty market in the country has recorded a CAGR of 12.3% during 2019-2023. The loyalty market in the country will continue to grow over the forecast period and is expected to record a CAGR of 9.4% during 2024-2028. The loyalty market in the country will increase from US$689.4 million in 2023 to reach US$1.09 billion by 2028.
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The loyalty market in Japan was expected to grow by 10.7% on an annual basis to reach US$11.79 billion in 2024. In value terms, the Japanese loyalty market has recorded a CAGR of 12% during 2019-2023. The loyalty market in Japan is set to continue to grow over the forecast period and is expected to record a CAGR of 9.4% during 2024-2028. The loyalty market in the country will increase from US$10.65 billion in 2023 to reach US$16.86 billion by 2028.
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The market is estimated to exhibit an 11.0% annual increase, reaching a striking US$761.1 million value by 2024. This upward trend is anticipated to persist, marking a CAGR of 9.6% between 2024 and 2028, culminating in a value of US$1.09 billion by 2028.
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The global Loyalty Management market has experienced tremendous growth in recent years and is poised to maintain strong momentum through 2028. The market was valued at USD 9.45 billion in 2022 and is projected to register a compound annual growth rate of 17.02% during the forecast period.
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Jobs & Careers:
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Amadeus is hiring: Product Marketing Lead Location: Villeneuve-Loubet, Provence-Alpes-Côte d’Azur, France. Click inside to apply.
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Payback is hiring: Fullstack Engineer (m/f/d) Location: Berlin, Germany. Click inside to apply.
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Riyadh Air is hiring: Brand Manager Location: Riyadh, KSA. Click inside to apply
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Riyadh Air is hiring: Senior Manager – Ground Experience Location: Riyadh, KSA. Click inside to apply.
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Riyadh Air is hiring: Senior Manager Paid Media & Campaigns Location: Riyadh, KSA. Click inside to apply
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