Article News Category: Loyalty Research, Theory & Surveys

Ben Lipsey of Flying Blue (Air France–KLM) outlines how loyalty is shifting decisively toward a revenue-led, commercially disciplined model. He highlights growing tensions around dynamic inventory, the need to protect …

A new global study* from the IBM Institute for Business Value, in collaboration with the National Retail Federation, found that while nearly three-quarters of surveyed consumers (72%) still shop in …

Rising adoption of AI, analytics, and omnichannel strategies, along with growing competition and the need for customer retention, is further accelerating demand for advanced customer journey mapping solutions worldwide.

19 December 2025: Beginning in December, Emirates is curating the perfect restorative sleep ritual in the sky with new loungewear, indulgent bed linen, and a thoughtful turndown service for First Class …

GLO releases its annual Global Loyalty Predictions™ 2025: A Year in Review report, analysing forecasts from leading loyalty experts against the year’s biggest launches, strategic shifts, and defining events. Featuring …

GLO releases its annual Global Loyalty Predictions™ 2025: A Year in Review report, analysing forecasts from leading loyalty experts against the year’s biggest launches, strategic shifts, and defining events. Featuring …

Travel has become more complex amid evolving government policies, rising fees, and airline reforms, leading travelers to seek emerging destinations and ways to save using travel rewards.

Trip.com Group’s 2026 travel outlook shows Asia leading global demand, with Japan, China, Thailand, and Türkiye among top destinations. Millennials and Gen Z will drive nearly half of bookings, while …

After a slow start, hospitality and leisure dealmaking is rebounding. Deal volume rose 45% in Q3 as capital markets stabilized and travel demand normalized. While M&A remains core, the biggest …

The study found that while 75.7% of Customer Support and CX Operations leaders plan to prioritize AI and automation investments over the next 12 months, 48.6% simultaneously report struggling with …