All you need to know this week about loyalty & CX: GLO @ATM Loyalty Panel "Elevating loyalty: from points to experiential loyalty" • Langham Hotels Group Interview • Emirates • Delta • Etihad • Saudia • Qatar Airways • Thai Airways • Turkish Airlines • JetBlue • Minor Hotels • Hilton • Indigo • Tesco • Wendy's • Hard Rock • Google • Merkle • Amadeus • Loyalty reports • Jobs & careers.
GLOGLO Featured:
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0:00 – Introduction • 01:08 – Idea and philosophy behind the launch of ‘Brilliant” • 02:05 – About experience and emotional loyalty • 03:24 – Differentiating features of “Brilliant” vs. regional and global competitors • 04:15 – Challenges of launching the program in globally, including China • 06:06 – Approach to partnerships • 06:55 – Approach to selecting IT providers • 08:40 – The “one million point” question • 09: 47 – Magic Wand • 10:59 – Advice to younger self
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Arabian Travel Market 2024 Day 1 and 2 overview: Emirates, Saudia, Qatar Airways Arabian Travel Market Day 1 and Day 2 saw Emirates announcing expanding its cooperation with Malaysia, Turkey and expanding its fleet and routes amid surging travel demand. Saudia has announced a partnership with the Arab National Bank (anb) to introduce the Visa Signature and Infinite credit cards, as well as partnerships with Red Sea Global and AIUIa. Qatar Airways takes home 3 awards from Business Traveller Middle East Awards 2024.
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GLO @ ATM2024 Loyalty Panel unveiled latest studies from GLO and GHA indicating that experiences are on the top of customers’ preferences. Emirates and EmCan/Emarat innovate and offer unique ways to spend points through once-in-a-lifetime experiences. Rixos and Cinnamon are putting personalised and tailored customer needs and requests at the top of their offering.
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Airlines, Alliances & Airports:
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Emirates at ATM 2024: What to expect this year at the Emirates stand at ATM Emirates unveils its stand at ATM 2024 with key focus on Emirates Premium Economy and First class seats, Emirates retailing & official store and Emirates sustainability focus.
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Qatar Airways Sets the Stage for the Future of Travel at the Arabian Travel Market 2024 ‘The Best Airline in the Middle East’ has set a new benchmark in travel innovation by introducing the World’s First AI Digital Human Cabin Crew on the inaugural day of ATM Dubai 2024.
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Emirates cements partnerships with TAP Payments, Huawei and Expedia
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Delta is the top-ranked airline for First/Business and Premium Economy Passenger Satisfaction in the J.D. Power 2024 North America Airline Satisfaction Study.
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Stay connected and informed with Fly Delta app version 6.0 Most comprehensive app update since 2019 brings new features, functionality and shopping experiences into beloved travel concierge just in time for summer travel season. Beginning in May, download via App Store and Google Play to experience always-available boarding pass, refreshed navigation experience, Explore home screen, all-new Help Center and more.
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Qatar Airways takes home three Business Traveller awards at ATM Dubai 2024 Travellers vote Qatar Airways as the ‘Best Regional Airline Serving the Middle East’, ‘Airline with the Best Business Class’ and ‘Best Travel App’, recognising the airline’s ongoing commitment to excellence and innovation
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Etihad Airways and DCT Abu Dhabi partner to launch free Abu Dhabi Stopover stays Etihad Airways, the national airline of the United Arab Emirates, and the Department of Culture and Tourism – Abu Dhabi (DCT Abu Dhabi) have announced the launch of Abu Dhabi Stopover. The announcement was made at the Arabian Travel Market following the signing of a Memorandum of Understanding between DCT Abu Dhabi’s Director General for Tourism, His Excellency Saleh Mohamed Al Geziry, and Etihad’s CEO Antonoaldo Neves.
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Emirates partners with Mauritius and Uganda, supporting inbound tourism targets to both nations In a successful strategic alliance that goes back to 2012, Emirates and MTPA have committed to joint initiatives designed to promote tourism to Mauritius, where the airline has been operating since 2002 and now serves with double daily A380 services. Since the establishment of the partnership, Emirates has consistently supported inbound tourism to the island and contributed to the growth of Mauritius’ tourism economy and trade through its passenger and cargo services.
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Etihad Airways reports record profit after tax of AED 526 million in first quarter results Profit after tax surged to AED 526 million (U.S.$ 143 million) in Q1 2024, up from AED 59 million (U.S.$ 16 million) in Q1 2023, driven by robust passenger revenue 4.2 million passengers carried over the quarter, marking a 41 per cent increase over the same period last year. Operational efficiency showed significant improvement year-on-year, with Cost per Available Seat Kilometre (CASK) and CASK ex-fuel reduced by 9 per cent and 11%
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Saudia and Season Tours boost tourism cooperation The partnership taps Saudia’s extensive flight network and Season Tours’ travel content to redefine Saudi tourism’s accessibility and connectivity.
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Etihad launches free Abu Dhabi stopovers When booking flights with Etihad, travellers can add a stopover and select a complimentary hotel as part of the online booking process. Guests can choose a free stay for one or two nights in a range of premier hotels across the city. Stopover packages are only available when booking directly on the airline’s website.
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Qatar Airways Privilege Club partners with Cardless to launch its first credit cards in the USA Introducing the Qatar Airways Privilege Club Visa Infinite Credit Card and Qatar Airways Privilege Club Visa Signature Credit Card. Exclusive cardholder benefits include a sign-up bonus of up to 50,000 Avios, fast-track to Silver or Gold tiers with Privilege Club, collection of Avios and Qpoints on spends, 24/7 concierge assistance, and more.
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Thai Airways International introduced a new version of its mobile application earlier this week, offering improved performance and content for all the airline’s travel services. Explicitly developed for Royal Orchid Plus members, it allows passengers to manage flights and access Royal Orchid Plus (ROP) services.
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Turkish Airlines’ new ad with José Mourinho is now live In the movie, José Mourinho experiences the unique in-flight services of Turkish Airlines, which holds the title of Europe’s Best Airline.
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JetBlue and Etihad Airways announce loyalty partnership as part of codeshare agreement This partnership complements the respective programs’ portfolio of redemption options with Etihad Guest miles redeemable against a wide range of experiences from flights and worldwide hotel stays to converting miles into a reward card for shopping.
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Aegean and Saudia launch codeshare partnership, enhancing Greece-Saudi Arabia connections Aegean and Saudia announced a new codeshare agreement at ATM 2024, boosting flight options between Greece and Saudi Arabia, and enhancing passenger services.
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Emirates wins top travel awards Emirates took home top honours at the Business Travel Middle East Awards (BTME), World Travel Awards (WTA) 2024, and International Loyalty Awards 2024, in recognition of its initiatives to provide best-in-industry travel experiences, in the air and on the ground.
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Qatar Airways Group becomes Official Airline Partner and Official Cargo Airline Partner of MotoGP™ he multi-year partnership is built upon the success of the first Grand Prix title sponsored by Qatar Airways, which took place in 2023, and the most recent 2024 edition which took place from 8-10 March.
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Spirit Airlines Reports First Quarter 2024 Results Strategic and tactical changes benefiting unit revenue. Expect cost saving initiatives to benefit 2024 by over $75 million; annualized run-rate savings estimated at over $100 million
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Hotels & Hospitality:
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Minor Hotels gears up presence in India Minor Hotels, a renowned global hospitality enterprise boasting over 540 properties spread across 56 countries, is poised to bolster its footprint within India’s hospitality sector by aiming for the establishment of 50 new properties over the next decade. Focusing primarily on the upper-upscale and luxury segments, the company is anticipating keen interest from property owners for its esteemed brands such as Anantara, Avani, and NH Collection.
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Signia by Hilton Atlanta Launches Signature Fine Dining Restaurant, Capolinea The new restaurant provides the ultimate homage to Italian‑American cuisine complemented by local ingredients.
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Hilton Honors and Bilt Rewards Team Up to Boost Loyalty Benefits for Travelers and Renters Starting May 8, 2024, Bilt Rewards members will be able to transfer their Bilt Rewards Points directly into Hilton Honors Points at a 1:1 ratio – one Bilt Rewards Point will transfer into one Hilton Honors Point. Additionally, through June 8, 2024, members who enroll in Hilton Honors and transfer at least 1,000 Bilt Points will earn an additional 1,000 Hilton Honors Bonus Points to help get them to their next stay even faster – Bilt Rewards’ richest hotel transfer launch offer to date.
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Hotel Indigo Grand Cayman opens Featuring innovative culinary experiences, modern accommodations, and one of the island’s only rooftop lounges, this new lifestyle hotel is available to book now.
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Retail, E-commerce, F&B, Healthcare:
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Asda launches new dedicated retail media unit LS Eleven Media Services Asda, the prominent supermarket chain, has entered the retail media arena with significant strides, partnering with SMG to revamp its offerings. Under this partnership, a new entity named LS Eleven Media Services has been established, representing a fully integrated media services business. The name is derived from the postcode of Asda’s headquarters in Leeds.
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Tesco launches Clubcard Challenges AI-driven campaign offering millions up to £50 in loyalty points New AI technology will give each customer a personalised challenge, which when completed, rewards customers with extra Clubcard points. Customers can complete up to 10 challenges, with a total of £50 worth of Clubcard points up for grabs during six-week campaign.
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Tesco teams up with Eagle Eye for personalised Clubcard promotions Eagle Eye, a Software as a Service (SaaS) company specializing in creating digital connections with customers for real-time, personalized marketing, has inked a contract with the UK’s leading supermarket chain, Tesco. The one-year agreement, with the possibility of extension, will see Eagle Eye providing its AI-powered Personalised Challenges solution. This decision expands on an existing partnership between the two entities.
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Factor4 Announces Seamless Integration with Shopify This integration enables Shopify customers to sell and accept physical and digital gift cards in-store and online via Factor4’s innovative platform.
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The Wendy’s Company Adds U.S. Chief Marketing Officer Lindsay Radkoski to Senior Leadership Team She will assume additional reporting responsibility for the Global Marketing Centers of Excellence, including Culinary Innovation, Digital Marketing, Customer Experience, Creative Strategy & Storytelling, and Partnerships
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Tesco’s Clubcard Prices are lower than previous winner Asda Tesco’s Clubcard Prices program once again enabled the UK’s largest grocer to outperform its traditional supermarket competitors, as well as Amazon and Ocado, in our weekly price analysis.
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Lionel Messi, Noah Kahan, John Legend and Shakira star in campaign that highlights Hard Rock hotels and cafes around the world that loyalty program members can explore
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Transport, Fuel Retail & Mobility:
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Shipium Partners With Blue Yonder To Drive Better, More Accurate Delivery Dates To Consumers Combining Shipium’s shipping optimization with Blue Yonder intelligent decisioning solutions offers joint customers improvements in shipping costs, delivery speed and consumer experience.
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Payments, Finance, Property & Insurance:
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Google Wallet launched in India and how it is different from Google Pay Google has introduced its Wallet app for Android users in India, offering a platform to store various digital items such as tickets, rewards cards, and even digital car keys. Ram Papatla, the GM & India Engineering Lead for Android at Google, emphasized the seamless transition from physical to digital formats during the launch event in New Delhi. Initially partnering with 20 companies like PVR Inox, MakeMyTrip, and Shoppers Stop, Google plans to expand its network of partners in the future.
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Are Biometric Wallets the next frontier of Payments integration and Payments CX? Traditional authentication methods like PINs or passwords are gradually giving way to biometric solutions, offering both heightened security and convenience. Biometric eWallets are emerging as a crucial component, securely storing payment and personal data with biometric verification, making physical cards or smartphones unnecessary for transactions.
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Loyalty Technology, Solutions & Consulting:
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Percepta wins three Stevie® Awards for customer experience Percepta, the automotive industry’s leading provider of customer experience solutions, celebrated three wins at the 18th Annual Stevie Awards for Sales & Customer Service.
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Merkle Expands Global Footprint in Latin America, Accelerating Clients’ Growth Through Experience This news comes at a time when dentsu is experiencing a period of growth and success in Latin America, such as the addition of major brands like Pernod Ricard and Alsea to its regional client portfolio. With the introduction of CX capabilities, Merkle aims to grow business in Latin America by 15-20 percent by the end of 2024.
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Qualtrics Announces New Partner Solutions Accelerating XM Innovation With the Latest in Qualtrics AI AWS, Bain, EY, Deloitte, Farlinium, Kipsu, and WorkJam supercharge Experience Management (XM) for organizations worldwide by leveraging new generative and predictive AI and natural language understanding
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Amadeus records double-digit growth across all reported segments in the 1Q 2024 Air Distribution revenue grew 12.6%, to €764.4 million. Air IT Solutions revenue increased 17.0%, to €497.0 million.
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Jobs & Careers:
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Mastercard is hiring: Manager, Customer & Proposition Management (12 month fixed term contract) Location: London, United Kingdom. Click inside to apply
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Collinson is hiring: Loyalty Proposition Coordinator Location: London, UK. Click inside to apply
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Collinson is hiring: Loyalty Proposition Manager Location: London. Click inside to apply.
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B&Q is hiring: Loyalty Manager – (12 Month FTC) Location: Southampton. Click inside to apply
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Air Canada is hiring: Customer Relations Coordinator / Coordonnateur – Relations clientèle Location: UK. Click inside to apply.
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New Look is hiring: CRM Manager (Loyalty) Location: London. Click inside to apply
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HSBC is hiring: Customer Experience Transformation Manager Location: London. Click inside to apply.
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