All you need to know this week about loyalty & CX: GLO @ATM Loyalty Panel "Elevating loyalty: from points to experiential loyalty" • GLO @ Loyalty Panel at Aviation Festival Americas • GHA report: What Customers want from loyalty programs" • Emirates • Southwest • Etihad • IndiGo • ANA • WizzAir • Qatar Airways • Air Canada • Frontier • Marriott • IHG • GHA • Omni Hotels • Hyatt • Majid al Futtaim • Domino's • 7-Eleven • Mastercard • Alipay • Merkle • Loyalty reports • Jobs & careers.
GLOGLO Featured:
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Global Loyalty Organisation is hosting a loyalty dedicated panel on May 8th on “Emotional Loyalty & Experiences” with panelists from leading global companies: James Curry, VP – Emirates Skywards • Ali Ozbay, Regional Director of Marketing & Communications – Rixos Hotels UAE • Jelena Kezika, Senior Director Strategy – Global Hotel Alliance • Ali Bin Zayed, Senior Manager Corporate Loyalty – EmCan (Emarat Petroleum) • Radhey Tawar, CCO – Cinnamon Hotels & Resorts.
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Global Hotel Alliance (GHA) report: What Travellers Want Most From Loyalty Programmes? A recent report from the Global Hotel Alliance highlights the perceptions, preferences and priorities of today’s travellers and how the GHA DISCOVERY loyalty programme stacks up.
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Panel’s discussion will focus on: Enhanced Customer Experience & Personalisation: case studies and trends for 2025 • Mobile Engagement & Gamification • Big Data & Predictive Analytics: key trends and challenges • Digitalisation enabling partnerships & interconnected loyalty ecosystem.
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Airlines, Alliances & Airports:
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Etihad Airways’ A380 lands in New York JFK.
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IndiGo, India’s most preferred airline, is further defining its long-term future by strengthening its fleet with the introduction of wide-body aircraft to its fleet. Since inception in 2006, IndiGo has been successfully building its position and is now defining its future further on the path of becoming a global aviation player.
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HK Express Airways (HK Express) partners with Google Cloud Google Cloud announced its partnership with HK Express Airways (HK Express), a wholly-owned subsidiary of the Cathay Group, to advance the airline’s data innovation strategy and enhance customer satisfaction.
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Emirates arranges Autism Familiarisation Flight and Travel Rehearsal for 30 families Furthering Dubai’s commitment to accessible travel and to raise awareness of autism, Emirates invited 30 UAE families with neurodiverse children to have a real check in experience and familiarisation flight on the 24 April, in Terminal 3 Dubai International Airport (DXB). The initiative was designed to help the children practice and alleviate anxieties before travelling, as well as for Emirates to collaborate with key partners, and garner insights for improving accessible travel.
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Through its extensive partnerships, the airline supports local communities, bringing fans together and creating memorable experiences for its customers worldwide. Emirates’ partnership with Olympique Lyonnais kicked off in 2020 and it highlights the airline’s ongoing commitment to the to the Auvergne-Rhône-Alpes region, with its iconic Fly Better logo is featured on the team shirts. The airline also enjoys a unique VIP hospitality experience within Groupama Stadium, called the Emirates Club.
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ANA and Air India to Launch Codeshare Partnership Codeshare flights between ANA and Air India to connect Japan and India beginning May 2024. Passengers can combine flights with a single ticket, receive mileage points and access premium services
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Wizz Air Launches New ‘Wizz Experiences’ Service Passengers can now seamlessly book attraction and museum tickets, sightseeing tours, sports passes, live events, and theatre shows through Wizz Air’s website and app
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Malaysia’s AirAsia X reveals AirAsia takeover plans AirAsia X’s board, headquartered in Kuala Lumpur International, has unveiled detailed plans for acquiring AirAsia Bhd, which operates AirAsia (AK, Kuala Lumpur International), and AirAsia Aviation Group, responsible for managing non-Malaysian AirAsia-branded airlines. This announcement also includes strategies for issuing complimentary warrants, conducting a private placement, and executing a share capital reduction following the finalization of the acquisition endeavor.
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The open letter to customers demonstrates a proactive response to the reputational damage caused to Emirates by the UAE floods. It outlines measures and assurances provided to reassure customers.
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Bonza has temporarily suspended services due to be operated today (Tuesday 30th April), as discussions are currently underway regarding the ongoing viability of the business.
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Southwest Airlines Co. celebrates 10 years of its signature program, Repurpose with Purpose Program fosters lifelong social impact with nonprofit organisations and has kept more than 1.4 million pounds of aircraft seat leather out of landfills.
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The ‘Best Airline in the Middle East’ will offer industry experts the chance to interact with the latest generation of its revolutionary digital innovation at the Arabian Travel Market Dubai, from 6 to 9 May 2024.
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Southwest airlines launches “Wanna Go Wednesdays” Low fares on last-minute trips offered each Wednesday
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Southwest Airlines Announces Leadership updates Senior VP & Chief Corporate Affairs Officer Jason Van Eaton is promoted to Executive VP, Chief Regulatory & Corporate Affairs Officer, effective June 1. In this role, Van Eaton’s duties will include legislative and regulatory policy oversight, airline airport relationships management, facility construction and maintenance, corporate security, and real estate planning. He’ll oversee the Company’s Airport Affairs, Facilities, Governmental Affairs, Legal, and Real Estate Departments.
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Etihad’s A380 says Bonjour to Paris Etihad Airways will begin flying its popular A380 on Abu Dhabi – Paris CDG route from 1 November, 2024. The Residence, the world’s only three-room suite in the sky, serves up a chic flying experience
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Exclusive Emirates & Bulgari summer season amenity kits now onboard Now onboard, Emirates is offering First and Business Class customers a new collection of exclusive Bulgari amenity kits for the summer season. With a gradual introduction on select routes and long-haul flights, the new range features colour palettes designed to reflect Emirates’ newly upgraded aircraft cabin interiors, alongside the latest best-selling fragrances from globally recognised luxury Italian brand, Bulgari.
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Southwest Airlines ranked the top airline in Newsweek’s 2024 America’s Best Customer Service List Newsweek’s rankings were identified from the results of an independent survey of more than 30,000 U.S. customers who have either made purchases, used services, or gathered information about products or services in the past three years.
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Air Canada Reports First Quarter 2024 Financial Results “As we look toward the summer, we see a continued healthy demand environment, and our customers will have a wide range of exciting travel options across Europe, Asia, and North America, for their summer holiday planning,” said Michael Rousseau, President and Chief Executive Officer of Air Canada.
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Frontier Airlines Reports First Quarter 2024 Financial Results Highlight: Launched a reimagined Frontier Miles loyalty program which contributed to the Frontier Airlines World Mastercard being recognized by Money.com as the best airline credit card for budget travel, citing its high reward rate and the fact that every dollar spent counts toward elite status
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Hotels & Hospitality:
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● Over 220 hotels, resorts and palaces in the Green Collection are committed to creating a more sustainable future to protect the people and the planet ● 15% increase in the Green Collection hotel portfolio compared to 2023 ● US$1 donation to charitable causes for every Green Collection hotel booking made via GHA DISCOVERY channels until 30 April 2024
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D-edge report. Hotel Distribution Report 2024: Have Direct Bookings Reached a Peak? The Hotel Distribution Report 2024 provides you the knowledge and strategies needed to thrive in the evolving digital-centric hospitality landscape.
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IHG’s upper luxury portfolio recognised by top travel editors Nine top titles awarded to IHG properties – A total of four Six Senses and two Regent hotels are featured in Condé Nast Traveler Hot List, Travel + Leisure’s It List and AFAR’s Best New Hotels.
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IHG One Rewards Mobile App Takes Home Three Accolades at This Year’s Webby Awards IHG Hotels & Resorts (IHG) announced that its IHG One Rewards mobile app has won in three categories at the 28th Annual Webby Awards, taking home the People’s Choice Webby Award for Best User Experience and People’s Choice and Judge’s Selection for Best Travel App.
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Enabled by the Tourism Development Fund (TDF), the partnership between IHG and Refad will bring a unique hospitality experience to Al Khobar.
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Omni Invites Travelers to Create Unforgettable Memories Omni underscores its dedication to crafting lasting memories with the launch of the new “These are the Days” program at its expansive collection of over 50 hotels and resorts.
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IHG boosts luxury portfolio in Brisbane with signing of Kimpton in trendy Teneriffe IHG Hotels & Resorts (IHG) will open its first ever managed luxury hotel in Brisbane, following the signing of an agreement with Kokoda Property to bring the Kimpton® Hotels & Restaurants brand to the trendy suburb of Teneriffe in 2028.
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Marriott International reports 1Q 2024 results First quarter 2024 comparable systemwide constant dollar RevPAR increased 4.2 percent worldwide, 1.5 percent in the U.S. & Canada, and 11.1 percent in international markets, compared to the 2023 first quarter. The company added roughly 46,000 net rooms during the quarter, including approximately 37,000 rooms under its agreement with MGM Resorts International;
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Sabre Hospitality renews Wyndham following accelerated migration More than 5,000 Wyndham hotels now on Sabre SynXis Property Hub, nearly one year ahead of schedule
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A Look Back at 25 Illustrious Years, Celebratory Guest Experiences, and a Sneak Peek at a Complete Redesign of the Resort’s Iconic Suites
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Global Hotel Alliance (GHA) to mark its 20th anniversary launches D$1’000’000 rewards draw! To mark the 20th anniversary of the world’s largest alliance of independent hotel brands, GHA is giving away a total of 1,000,000 DISCOVERY Dollars (D$) in rewards – worth USD 1,000,000 – including a grand prize of D$200,000.
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World of Hyatt and Peloton Team Up with Plans to Reward Members for Wellbeing Peloton to offer in-room video content and equipment across all Hyatt properties in markets where Peloton operates
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Cruises:
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The new partnership offers vacationers and team members rewards at Hard Rock Hotels and Cafes, and on Royal Caribbean International and Celebrity Cruises vacation.
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Retail, E-commerce, F&B, Healthcare:
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The UAE’s GDP grew by 3% in 2023, backed by a strong performance in its non-oil sectors.
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CEO Russell Weiner expressed satisfaction with the program’s performance, noting a substantial increase in active member growth rates, particularly among new and infrequent customers. He highlighted the program’s success in attracting and retaining these new clientele.
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Wow Bao Launches New Mobile App Experience with Lunchbox The Wow Bao App Allows Users to Order Delivery, Purchase Grocery Store Products, Earn Hot Buns Club Rewards, and Enter Wow Bao’s Roblox Dim Sum Palace Experience Directly from Mobile Devices, Platforming with Lunchbox.
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McDonald’s Corporation first quarter 202 results Systemwide sales* to loyalty members across 50 loyalty markets were nearly $25 billion for the trailing twelve-month period and over $6 billion for the quarter
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Fans of the iconic Slurpee® drink and Tetris® game can score exclusive merchandise by shopping at participating stores and on 7Collection.com
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Tulip Extends Successful Partnership with Mulberry Tulip’s Clienteling and POS solutions will continue to support Mulberry’s world-class customer experience
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The Save Mart Companies Announces Expanded Partnership with Instacart Save Mart, FoodMaxx, and Lucky banners to leverage Instacart’s Caper Cart, FoodStorm, and Storefront Pro solutions to create omnichannel shopping experiences.
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Available exclusively at Pottery Barn Teen, customers can now shop the largest dorm collection to date online, in-store and on the Pottery Barn Teen mobile app just in time for the upcoming school season. The new digital tools, including the “Build my Bed” 3D visualizer and “Ultimate Dorm Wishlist” feature, are now available for use on the Pottery Barn Teen mobile app and website.
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Middle Eastern Fast Casual Franchise Rolls Out Significant Upgrades to App, Loyalty Program & Website.
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Entertainment, Sport, Telecom & Social Media:
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Renowned football club and fintech pioneer to develop co-branded digital banking solutions across Ouro portfolio of payment brands.
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Six Flags Sets New Standards in a Digital Transformation Overhaul to Elevate the Guest Experience The technology enhancements are spearheaded by The Digital Alliance, a first of its kind in the theme park industry that brings together best-in-class companies to identify the best solutions for our guest enhancement journey.
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Transport, Fuel Retail & Mobility:
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Rite Aid Expands Partnership with Uber Eats to Deliver Alcohol in Additional Markets “Our collaboration and trusted partnership with Uber Eats underscores our commitment to meeting the evolving needs of our customers and providing a seamless digital shopping experience that complements their busy lives,” said Jeanniey Walden, senior vice president and Chief Marketing Officer at Rite Aid.
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Payments, Finance, Property & Insurance:
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Leveraging Ansa’s technology, Sweetfin Launches Customer Wallet The customer wallets powered by Ansa enable Sweetfin to implement targeted marketing initiatives and incentive programs tailored to individual customer preferences, alongside their existing loyalty initiatives.
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Mastercard to reward cardholders with a Priceless UEFA Champions League experience in Kenya Mastercard, a sponsor of the UEFA Champions League, is set to reward its cardholders in Kenya with a chance to win a unique opportunity to experience football like never before. The campaign will see five lucky winners from Kenya receive an exclusive all-expenses-paid experience to watch the UEFA Champions League final in the breathtaking Amboseli National Park.
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COCA Announces the Launch of Points System at Money20/20 Asia The dynamic rewards program is designed to significantly enhance user engagement and loyalty within the COCA ecosystem.
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Juniper Research: Top 3 Fastest-growing B2B Payment Channels by 2028 The top three fastest-growing payment channels between 2024 and 2028 are: Virtual Cards – 276%, Instant Payments – 208%, All Cards – 97%.
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Mastercard and PrestaShop team up to transform European online payments with Click to Pay Mastercard, a leading global provider of payment solutions, has teamed up with PrestaShop, a trailblazer in e-commerce software, to forge a strategic alliance aimed at elevating online payment systems throughout Europe.
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Alipay announce partnership with Korea Easy Payment Foundation (KEPF) The partnership aims to enhance the travel experience for international visitors exploring the island destination of Jeju by providing digital payment services and exclusive offers.
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Sezzle launches Rewards for On-Time BNPL Payments to promote financial responsibility Sezzle, a leading Buy Now, Pay Later (BNPL) solution, introduces Payment Streaks, a new feature aimed at rewarding consumers for consistent and timely payments. This free loyalty tier program allows users to progress through tiers by making on-time payments, highlighting Sezzle’s dedication to enhancing customer experience and promoting financial responsibility.
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Loyalty Technology, Solutions & Consulting:
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unitQ GPT Wins Gold at American Business Awards for AI-Driven Customer Feedback Analytics unitQ GPT stands out as a leading solution in leveraging AI for operational optimization and customer experience enhancement, with strong potential for continued growth and impact in the market,” said the judges.
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Hawaiian Airlines HawaiianMiles members will receive preferential pricing on a CLEAR Plus membership.
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Two Persado Customers Recognized for Effective Use of Generative AI in Marketing Multinational retailer M&S and a global financial services company, have been named finalists in the prestigious Digiday Content Marketing Awards, which recognize the companies and campaigns using content to modernize media and marketing.
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Ansa Raises $14 Million Series A Funding to Redefine Merchant Transaction Solutions The round was led by Renegade Partners with participation from Bain Capital Ventures, B37 Ventures, Box Group, and Wischoff Ventures. The funding will be used to broaden the depth of Ansa’s payment solutions, with a focus on product development and engineering, to empower merchants to better engage their customers.
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The UAE Emerges as a Data-Driven Retail Powerhouse We Are Liberty launches in Dubai to lead the charge. In just five years, Retail Media has surged to $30 billion in ad revenue, a milestone that took Social 11 years and Search 14 years to achieve, according to eMarketer 2022.
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New purpose-built apps for frontline staff and AI-powered innovations transform the customer experience for organizations including Hilton and Motorola Solutions. According to Qualtrics research, companies have a staggering $3.7 trillion at risk this year from inadequate customer experiences
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Advantech Elevates the Dining Experience at the National Restaurant Show Advantech solutions includes: POS Terminals: 1) USC-300 Series POS terminals are engineered to meet the demanding requirements of the restaurant industry, providing reliable performance, intuitive user interfaces, and seamless integration with other restaurant management systems.
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Merkle and Celebrus launch CXM Signals CXM Signals is an innovative new solution that will enable businesses to harvest first-party data for improved customer experiences to drive efficiencies.
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Givex Announces First Quarter 2024 Financial Results Increased revenue 9% to $21 million; generated net profit of $500,000 for first time since going public
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Prestigious awards program recognizes standout travel technology companies, products and services.
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Tata Elxsi’s Two Big Wins at iF DESIGN AWARD 2024 The new solution streamlines multiple products into one platform, fostering brand loyalty and user engagement through AI-powered immersive ads and innovative monetisation opportunities.
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Qualtrics and Bain Expand Partnership to Transform Customer and Employee Experiences Combining Qualtrics’ leading, AI-powered Experience Management technology and Bain’s proven methodologies for customer experience transformation enables companies to accelerate revenue and profit growth by earning deeper customer loyalty
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Qualtrics Announces 2024 XM Breakthrough Artist Award Winners Leading brands – including Hilton, adidas, DISH Network, Shake Shack, and more – drive growth, cost savings, productivity, and loyalty with Qualtrics.
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Reports, Research, Insights & Opinions:
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Loyalty Management Market worth $25.4 billion by 2029- Exclusive Report by MarketsandMarkets™ Blockchain technology, sustainability-focused initiatives, subscription-based business models, and digital transformation will all have a significant impact on the Loyalty Management Market in the future
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Charles Ehredt, CEO of Currency Alliance on “Which loyalty points are best for your customer?” Charles Ehredt, CEO of Currency Alliance covering “Why would you issue another brand’s points?” in the latest Currency Alliance’s latest article – is that it’s often more effective at getting a larger percentage of customers to engage, compared to issuing only your own points or miles.
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Gift Card Market, 40% of Growth to Originate from North America, Technavio The global gift card market size is estimated to grow by USD 1.10 billion from 2024 to 2028, according to Technavio. The market is estimated to grow at a CAGR of over 14.46% during the forecast period. North America is estimated to contribute 40%. to the growth of the global market.
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The loyalty programs sector in Brazil is experiencing significant growth, with projections indicating an increase to US$4.07 billion by 2024. This surge reflects a compounded annual growth rate (CAGR) of 12.8% from 2019-2023 and anticipates continued expansion at a CAGR of 9.9% from 2024-2028. The market value is expected to reach US$5.94 billion by the end of the forecasted period.
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The Spanish loyalty programs market is observing a noteworthy expansion with a projected annual growth of 10.3%, estimated to achieve a market value of US$3.70 billion by 2024. Historical data reflects a consistent growth pattern with a Compound Annual Growth Rate (CAGR) of 11.9% from 2019 to 2023.
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The loyalty programs market in Nigeria is poised for significant growth, exhibiting a robust annual increase of 10.7% with projections to hit US$628.5 million in 2024. Underpinned by a consistent compounded annual growth rate (CAGR) of 12.4% from 2019-2023, the market is set to maintain its momentum with an anticipated CAGR of 9.5% from 2024 to 2028.
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Forecasts suggest that the loyalty market is poised to augment from US$3.81 billion in 2023 to a staggering US$5.98 billion by the year 2028.
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The Netherlands loyalty programs market is forecast to continue its growth trajectory, expanding from a value of US$1.18 billion in 2023 to an anticipated US$1.81 billion by the year 2028.
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A recent data-centric analysis on the sector’s performance has revealed a significant annual growth rate, projecting that the market value will reach a substantial figure of US$619.9 million by 2024.
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The Belgian loyalty programs market is witnessing a significant surge, with projections indicating an expansion from US$987.8 million in 2023 to an anticipated US$1.55 billion by the year 2028.
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Poland’s Loyalty Programs Market Poised for Significant Growth, Reaching US$2.03 billion by 2028 A comprehensive analysis of Poland’s loyalty programs market has indicated a robust growth forecast, with projections estimating the sector to grow by 11.9% annually, reaching a market value of US$1.36 billion in 2024.
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Singapore Loyalty Programs Market Poised for Robust Growth, to Reach US$839.6 Million by 2028 By 2028, the market is expected to burgeon to a significant US$839.6 million, marking a decisive expansion from the US$533.8 million recorded in 2023.
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With an expectation to surge by 11.1% annually, reaching US$1.54 billion in 2024, this growth signifies a robust advancement from its current value of US$1.39 billion in 2023.
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Jobs & Careers:
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Mastercard is hiring: Manager, Customer & Proposition Management (12 month fixed term contract) Location: London. Open to see details and apply
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ALDI is hiring: Customer Insights Manager Location: London. Open to see details and apply
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Holland & Barrett is hiring: Loyalty Manager Location: London. Open to apply
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Mastercard is hiring: B2B Product Marketing Manager, Loyalty Location: 4 locations in the USA. Open to apply.
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Mastercard is hiring: Manager, Specialist Sales, Advisors BD- Financial Services, Loyalty Location: 5 locations in the USA. Open to apply.
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Location, Purchase, VA, USA. Open to apply
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Mastercard is hiring: Customer Success Manager (CRM/Loyalty SaaS) Location: Remote, Singapore. Open to apply
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Visa is hiring: Digital Partnerships Manager Location: London, UK. Open to apply.
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Visa is hiring: Sr. Director, Brand Strategy Location: San Francisco. Open to apply.
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