All you need to know this week about loyalty & CX: GLO Interview: Danielle Colla, Amadeus and Jasperina de Vries and Nina Lind, McKinsey & Co. • American Airlines • Xiamen Airlines • Qatar Airways • Southwest Airlines • Emirates • Air India • Wyndham • IHG • Hilton • Marriott • MGM Resorts • Holland America Cruises • Walmart • Amazon • Sainsbury's • Karma Wallet • Etsy • Barclays • Givex • Sabre • Cognizant • Loyalty reports • Loyalty Careers & Jobs.
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GLOGLO Featured:
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00:00 – Key milestones • 03:25 – On super app and partnerships • 05:55 – Is having a super app now a must for airlines, or are there other ways to approach customer engagement and loyalty? • 5:55 – on the biggest challenges for airlines in 2025? • 11:00 – Any airlines in Europe, the USA, or Asia successfully addressed these challenges? • 14:17 – One prediction for the coming 18 months for the loyalty rewards in the airline industry?
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GLO Interview. Loyalty: Danielle Colla Amadeus & Jasperina de Vries, Nina Lind, McKinsey (trailer). 00:00 – Key milestones • 03:25 – On super app and partnerships • 05:55 – Is having a super app now a must for airlines, or are there other ways to approach customer engagement and loyalty? • 5:55 – on the biggest challenges for airlines in 2025? • 11:00 – Any airlines in Europe, the USA, or Asia successfully addressed these challenges? • 14:17 – One prediction for the coming 18 months for the loyalty rewards in the airline industry?
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Airlines, Alliances & Airports:
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The event announced their strategic cooperation in multiple fields, including IP co-creation, brand collaboration, joint memberships, e-commerce live streaming, and cultural tourism research and learning. This partnership aims to explore new ideas for multi-industry cooperation between the cultural media and civil aviation industry.
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WestJet and TELUS will be Canada’s first to leverage Starlink technology to bring Canadians best-in-class, high-speed internet onboard beginning December 2024
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Southwest Airlines Co. (NYSE: LUV) has new flights available for booking today as the carrier continues responding to Customer demand and preferences with additional service around popular events in Southwest® destinations, as well as redeye operations for the first time.
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Qatar Airways is expanding its fleet with significant order for Boeing 777X aircraft Qatar Airways has announced the expansion of its significant order for Boeing 777X aircraft to include an additional 20 Boeing 777-9 jets.
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American Airlines CEO: Q2 Profits Plunge 46% but bright spot was … loyalty program Isom highlighted the loyalty program’s revenue as a “bright spot,” noting an 8% year-over-year growth.
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Emirates‘ in-flight meals pre-ordering service now available across all German gateways Expanding the restaurant-above-the-clouds experience: Emirates‘ Business Class passengers can now select their hot main meal between 14 days and 24 hours before departure across the airline’s all four German gateways. This further enables the airline to ensure guests always receive their favourite meals.
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CAPAS reports solid Q2 results Rewards net revenue grew by 45% YoY due to higher point issuance and improved point redemption rates. To grow, AirAsia MOVE focuses on onboarding more external partners to join the rewards programme.
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AAPA: June delivers solid growth for airlines Airlines in the Asia Pacific region experienced a 21% year-over-year increase in international passengers, reaching a total of 28.9 million in June. This volume represents 90.2% of the traffic levels from June 2019.
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Analysts laud SAS’ innovation in AI, marketing, risk and fraud solutions Investment by SAS drives accolades in multiple reports from top analyst firms
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“Our agreement with Travelport underscores our shared focus on providing more value and better experiences for travelers when they shop and book Finnair,” said Jenni Suomela, Vice President of Global Sales and Channel Management at Finnair.
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Air India Express launches ‘Freedom Sale’ Air India Express loyalty members enjoy exclusive discounts and can earn up to 8% NeuCoins on bookings made through the airline’s website. They can also find special deals like up to 47% off on Biz and Prime Seats, ‘Gourmair’ hot meals and beverages, and add-on packs.
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China Eastern adds Southeast Asia flights Eastern Miles VIP Members now have the opportunity to earn and redeem miles on more route.
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Hotels & Hospitality:
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Super 8 by Wyndham Turns Back the Clock with $8.88 Room Rates Looking fresh: America’s trusted roadside brand celebrates 50 years and a modern makeover with historically low room rates—available at hundreds of hotels for a limited time.
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Prime Hospitality Group Debuts Newly Renovated Curio Collection by Hilton Hotel in the Florida Keys, Promising Unmatched Experiences and Adventure.
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Hotel Indigo of IHG Hotels & Resorts announces Charmaine Sheh as its newest brand ambassador Exploring the nuanced local cultures that “Live At The Heart Of The Neighborhood”.
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New initiative furthers company’s commitment to anti-trafficking and survivor empowerment
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An All-Inclusive Awakening: Marriott Hotels Elevates the Art of Hospitality with New Cancun Resort Building on the brand’s legacy of wonderful hospitality, guests of Marriott Cancun, An All-Inclusive Resort will step into a world of unparalleled hospitality and enriching experiences
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IHG’s luxury InterContinental brand returns to the Philippines at Hann Reserve Construction will start on the 250-key property in 2027, ahead of it welcoming guests, including IHG One Rewards members, in 2031.
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Marriott International Reports Second Quarter 2024 Results “With a membership base of over 210 million members and growing, Marriott Bonvoy is a key competitive advantage. We remain focused on enhancing the loyalty program’s benefits and finding new ways to engage with our members both on and off property. In June, we announced a collaboration with Starbucks. The number of members who have linked their accounts is already well exceeding our expectations.”
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THE COSMOPOLITAN OF LAS VEGAS NOW INTEGRATED INTO MGM REWARDS LOYALTY PROGRAM Resort’s addition to MGM Rewards portfolio allows members to earn and redeem at one of Las Vegas’ preeminent luxury destinations
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Cruises:
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Three Solar Eclipse Sailings Highlight Holland America Line’s New Celestial Cruises in 2026 Guests can also take advantage of Holland America Line’s Exclusive Mariner Society Early Booking Bonus. Mariner Society loyalty members can enjoy up to $400 onboard credit per stateroom when these cruises open for sale. Guests must book these cruises by Oct. 29, 2024, to receive the Exclusive Mariner Society Early Booking Bonus.
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Holland America Line’s 2026 Europe Season Allows Guests to Choose Their Own Mediterranean Adventure Rotterdam headlines eight departure ports from which guests can visit more than 175 UNESCO World Heritage Sites and 35 countries.
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Retail, E-commerce, F&B, Healthcare:
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Sainsbury’s glitch sees shoppers make huge savings as high as £80 as supermarket slams people using fraudulent coupons
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Amazon and Walmart Tap Imaging Tech to Improve eCommerce Experience Amazon is rolling out Amazon’s Lens Tool, AI in shopping and enhanced consumer experience. Walmart is focusing on virtual try-ons.
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Beard Papa’s Celebrates 20th Anniversary in the USA on August 8, 2024 Triple Loyalty Points: Loyalty program members will earn triple points on all purchases made through the app or website on August 8th.
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McDONALD’S REPORTS SECOND QUARTER 2024 RESULTS Systemwide sales* to loyalty members across 50 loyalty markets were over $26 billion for the trailing twelve-month period and approximately $7 billion for the quarter.
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LALO TEQUILA ANNOUNCES EXCLUSIVE NATIONAL PARTNERSHIP WITH GLOBAL FITNESS BRAND BARRY’S The New Collaboration Offers Exciting Nationwide Activations and Exclusive Perks for Clients.
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Company backed by a16z, QED and Union Square Ventures, introduces Blackbird Pay, giving restaurants their very own, much-needed payments network for the first time, while finally upgrading the consumer payments experience.
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Etsy plans to test its first-ever loyalty program as it aims to boost sales Etsy said Wednesday it will begin testing its first-ever loyalty program in September, a move designed to boost the e-commerce site’s sluggish sales and draw in occasional shoppers.
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Rokt Partners with Vinted, Powering New Revenue Opportunities The partnership will unlock new revenues and opportunities to reward Vinted shoppers by presenting highly relevant post-purchase offers for each customer.
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Davis Food & Drug to Launch Caper Carts Across All Store Locations Davis Food & Drug partners with Instacart to enhance shopping experience with AI-powered smart carts
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Summer Value Is in the Bag: Hardee’s Launches New Take on Guest Favorite Hardee’s gave away FREE 3-piece Hand-Breaded Chicken Tenders to its My Rewards members, generating online excitement and energy around the brand.
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Payments, Finance, Property & Insurance:
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Barclays Renews Long-Standing Partnership with Hawaiian Airlines Partners since 2013, Hawaiian Airlines® and Barclays US Consumer Bank will continue their consumer and small business credit card programs in a multi-year agreement.
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To meet the growing demand, AppBrilliance is partnering with leading payment processors, digital wallet platforms, and banks looking to transform the payment experience. These collaborations will bring scalable, real-time payment solutions to market and power the next generation of payment applications.
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Better World Club now offers 10% cashback to its members on their first Better World Club membership payment made with the Karma Wallet Card.
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SquaredFinancial elevates its brand identity, revealing enhanced logo Embarking on the next phase of growth, SquaredFinancial is proud to reveal its new visual identity, a significant rebranding initiative, reflecting the new era of evolution that the company has been recently embracing.
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PreciseFP and Holistiplan Launch New Integration and Custom Engagement PreciseFP is widely recognized in the industry for offering an award-winning client onboarding platform that includes a streamlined, paperless onboarding process through customizable agreements with e-signature capabilities.
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Loyalty Technology, Solutions & Consulting:
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IGT’s Gaming and Digital Business and Everi to Be Acquired Simultaneously by Apollo Funds in All-Cash Transaction
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Givex Announces Second Quarter 2024 Financial Results Achieves positive net income for the second consecutive quarter and generates 6-month EBITDA of $3.6 million, a 470% year over year improvement.
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New AI-powered digital experience practice area offers businesses end-to-end solutions for intelligent experience orchestration along the customer journey.
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Sabre Hospitality Extends Long-Term Relationship with Wyndham Hotels & Resorts With this renewal, Wyndham will continue to benefit from efficient pricing and inventory management, extensive global distribution connectivity, and a fully integrated guest profile linked to its Wyndham Rewards® program. The platform will also help Wyndham to maintain its competitive advantage while continuing to deliver memorable experiences to guests.
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Reports, Research, Insights & Opinions:
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U.S. News Announces the 2024-2025 Best Travel Rewards Programs The 2024-2025 rankings highlight 10 airline and 14 hotel loyalty programs that offer travelers the best perks, as well as easy ways to earn and redeem points and miles.
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This report delves into the core of the insurance industry’s claims experience, highlighting the challenges and proposing CX solutions to transform these critical interactions into positive touchpoints that help the insurance industry build trust with customers.
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