All you need to know this week about loyalty & CX: Global Loyalty 2024: A Year in Review • Air France • Tripadvisor • Spirit Airlines • Emirates • Ryanair • GOL / Azul • Southwest Airlines • Delta • AirAsia • • SkyTeam • Qatar Airways • Oman Air • Hotels sustainability • Belmond • Choice Hotels • Accor •
Premier Inn • Booking.com • IHG • Loyalty in retail • Loyalty Technology • Loyalty Jobs & Careers
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GLOGLO Featured:
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The “Global Loyalty 2024: A Year in Review” report, released by the Global Loyalty Organisation (GLO) consists of 2 parts: 1) An overview of key 2024 loyalty programs and solutions launches, key milestones in personalization, sustainability, technology integration, and partnership ecosystems; 2) Analysis of original 2024 predictions of 26 global loyalty experts alongside actual events taking place in 2024. The report follows and analyses 2024 Predictions series by GLO.
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Airlines, Alliances & Airports:
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Air France’s Multi-sensory Marketing: Launch of AF001 Signature Scent Air France has unveiled its first-ever signature scent, crafted by renowned master perfumer Francis Kurkdjian, co-founder of the prestigious Maison Francis Kurkdjian. The collaboration marks another step in the airline’s journey to redefine luxury in travel, further enhancing its premium offerings.
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Spirit Airlines Implements Job Cuts Amid Financial Restructuring Spirit Airlines has announced plans to reduce its workforce by approximately 200 positions as part of a broader strategy to achieve $80 million in annual cost savings. The decision is part of ongoing efforts to restructure financially and stabilize operations following a challenging year.
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Tripadvisor Partners with Perplexity to Revolutionize Trip Planning with AI Tripadvisor has announced a collaboration with AI-powered answer engine Perplexity to transform the way travelers plan their journeys. The partnership integrates Tripadvisor’s extensive database, including user reviews, AI-generated summaries, and more than 300,000 experiences from Viator, into Perplexity’s chatbot-style search engine.
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Artificial intelligence at American Airlines American Airlines leverages artificial intelligence (AI) across its operations to analyze vast data, enhance customer and team member experiences, improve operational efficiency, and prepare for future innovations like generative AI, all while ensuring responsible and secure implementation.
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Emirates debuts stylish new uniform for its elite Premium & VIP Passenger Services team Emirates has officially debuted a new uniform designed for its Premium & VIP Passenger Services team, who are responsible for the seamless transfer of Premium & VIP personnel through Dubai International Airport (DXB). The new uniform has echoes of the iconic Emirates cabin crew look, however, exclusively represents Emirates’ elite unit that caters to high profile customers.
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Ryanair calls for alcoholic drink limit at EU airports Ryanair is calling for tighter controls on alcohol sales at European airports following a disruptive incident in April 2024 that forced one of its flights to divert unexpectedly, causing significant delays and financial losses.
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Emirates’ vision for vegan customers highlights innovative ingredients and culinary excellence Emirates continues to expand its portfolio of vegan cuisine by workshopping new dishes made with innovative ingredients, such as a lookalike solid egg substitute made entirely from legumes, which packs a tasty and nutritional punch for Emirates customers, as well as adding curated vegan meals for children, and new dishes onboard and in lounges.
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Abra Group (GOL) and Azul sign non-binding MoU with the intent to combine businesses in Brazil Abra Group (the majority investor of Gol and Avianca) and Azul signed a non-binding Memorandum of Understanding (MoU) today with the intent to explore a combination of their businesses in Brazil, enhancing connectivity across the country by expanding national, regional and international flights, improving competitiveness, products and services, and strengthening the country’s connections with the rest of the world. Gol is not a party to the MoU.
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Southwest Airlines Freezes Hiring and Cuts Costs Amid Profitability Push Southwest Airlines is halting corporate hiring, promotions, and most of its summer internship programs as part of a cost-cutting strategy aimed at boosting profits, CEO Bob Jordan informed employees in a recent memo.
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The year in lounges: Delta One Lounge coming to SEA and more for 2025 2024 was a landmark year for Delta Sky Club, with the debut of Delta One Lounges in JFK, LAX and BOS marking a new era of premium travel for the airline. In addition to three premium lounges, Delta opened a new-market Sky Club in Charlotte Douglas International Airport (CLT) and expansions to both the MIA and LGA Clubs.
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AirAsia MOVE Welcomes SriLankan Airlines as its Latest Direct Airline Partner AirAsia MOVE strengthens its status as a leading OTA platform as it onboards Sri Lanka’s National Carrier, SriLankan Airlines as its latest direct airline partner on the platform, opening more opportunities for travellers to explore the rich heritage, and breathtaking landscapes of the pearl of the Indian Ocean – Sri Lanka.
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AirAsia aims to fly five million guests to Sabah in 2025 AirAsia is targeting five million guest arrivals to Sabah through Kota Kinabalu, Sandakan, and Tawau in 2025, almost doubling from the 3.7 million arrivals recorded in 2024. This growth target includes both domestic and international travellers and reinforces AirAsia’s leadership in enhancing the region’s connectivity and contributing to its economic growth.
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JTB Business Travel Partners with Safeture to Elevate Risk Management Services JTB Business Travel has announced a partnership with Safeture, a Sweden-based risk management platform, to enhance the safety and security services offered to its clients. As part of the collaboration, JTB’s current clients will transition to Safeture’s technology platform, though a specific timeline for the migration has not been disclosed.
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Booking platform Mondee Holdings files Chapter 11 Air ticket consolidator Mondee Holdings, known for its brands like Hari World, Transam, Skylink, Cosmopolitan, and C&H, has filed for Chapter 11 bankruptcy protection. Despite the filing, the company aims to maintain regular operations as it undergoes a restructuring process.
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Magical Mediterranean: Qatar Airways Returns to Malta with Four Weekly Flights this Summer Qatar Airways, the World’s Best Airline as voted by Skytrax in 2024, is resuming operations to Malta with four weekly flights from 2 July 2025. The resumption to Malta will expand Qatar Airways’ network to nearly 50 destinations in Europe.
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Oman Air Ranks Second Most Punctual Airline in the World for December 2024 Demonstrating its commitment to operational excellence, Oman Air has achieved a second place global ranking for on-time performance (OTP) in December 2024. With an impressive 91.6% of its flights arriving on schedule, the airline continues to uphold its reputation as one of the world’s most punctual carriers. The latest OTP report was released by OAG, a leading global provider of digital flight information, intelligence and analytics.
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WestJet today announced seasonal service between Calgary and New York LaGuardia, bolstering existing service from Calgary to New York John F. Kennedy International Airport and boosting non-stop travel capacity between the Empire State and WestJet’s Global Hub.
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JetBlue is making summer travel even more exciting for 2025 with the addition of new cities and new routes to its network, offering customers more options to reach their favorite destinations. It’s all part of the airline’s JetForward strategy, which includes building the best East Coast leisure network. Whether it’s a relaxing coastal escape, an urban adventure, or a nature-filled getaway, JetBlue has something for everyone.
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Ultra-low fare carrier Frontier Airlines is thrilled to launch a major enhancement for its most loyal customers: expanded access to free seat upgrades for Elite Status members. This marks the first of several exciting innovations coming in 2025 as part of The New Frontier, Frontier’s ongoing commitment to affordability, comfort, and exceptional value. Starting today, eligible Elite Status members can upgrade to both Premium Seating and UpFront Plus, featuring guaranteed open middle seats.
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Emirates boosts Madagascar flights to meet robust travel demand Following Emirates’ successful launch to Madagascar in September 2024, the airline will introduce additional flights to the island nation, boosting its schedule from four to six-weekly services, starting 2 April 2025. The move reinforces the airline’s commitment to support Madagascar’s tourism ambitions to accommodate more leisure visitors and promote the island destination to global audiences.
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Riyadh Air signs a strategic agreement with Catrion to deliver world class culinary experiences The agreement reflects Riyadh Air’s focus on enriching local content and quality as the airline prepares to take flight in 2025. Together with Catrion, Riyadh Air aims to set a new standard for inflight dining, offering guests a true taste of Saudi Arabia and a premium travel experience.
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SkyTeam’s new Loyalty Benefits Calculator simplifies traveler experience Designed to help eliminate guesswork when traveling with different SkyTeam members, customers simply enter their loyalty program, status level and the operating airline and the Loyalty Calculator provides an at-a-glance overview of the benefits they are entitled to.
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Get ready to take off with Etihad Airways new year’s sale Etihad Airways is inviting its guests to kick off the new year with an exciting opportunity to explore the world at incredible prices, transforming the post-holiday period into a gateway for unforgettable travel experiences.
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Virgin Australia prepares for record breaking summer Passenger records are set to soar this summer with Virgin Australia scheduled to operate up to 3,000 flights per week across its domestic and short-haul international network in December and January – the equivalent of nearly half a million seats each week.
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Qatar Airways Holidays Launches Fan Packages for the Formula 1® 2025 Season Privilege Club members can collect Avios and Qpoints on the flights, plus on the total package value, redeeming packages using Cash + Avios. Fans can also add airport transfers and tours to the package, to enjoy Qatar’s world-class hospitality and explore the country.
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United Airlines announces timeline for Starlink offering All MileagePlus members will have free access to Starlink’s inflight entertainment, including streaming, online shopping, gaming, and more.
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Loganair becomes the latest airline to adopt Avios as its loyalty currency The airline’s adoption of Avios will see more than 1 million extra seats made available for redemption per year for customers.
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Alaska Airlines and Hawaiian Airlines offer support to those impacted by Los Angeles area wildfires Alaska Airlines and Hawaiian Airlines are donating $100,000 to the Los Angeles Fire Department Foundation and five million Mileage Plan miles to the American Red Cross for disaster relief related to the Los Angeles wildfires. Customers can contribute by donating their miles, with all donations matched up to five million miles until January 17, 2025.
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Sama, world’s first digital human cabin crew, debuts on Social Media As Qatar Airways’ engaging digital ambassador, Sama takes storytelling to new heights. Through her Instagram account, @SamaOnTheMove, Sama offers a curated mix of travel tips, personal anecdotes from her layovers, and an insider’s perspective on some of the world’s most exciting destinations.
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American Airlines hits a home run with spring flight options across Arizona and Florida With less than a month until pitchers and catchers report for training, American Airlines is offering baseball fans numerous options to get up close to their favorite players in sunny Arizona and Florida.
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Hotels & Hospitality:
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Hotels allowing Online Travel Agents (OTAs) to undercut their direct booking rates face significantly higher costs for pay-per-click (PPC) leads, according to a study by global hotel technology provider SHR. The research analyzed 27 million cost-per-click (CPC) impressions, revealing that hotels pay an average of 47% more per click when OTAs offer the lowest rates compared to hotels that ensure their own website provides the best deal.
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Choice Hotels International Launches “Check Into More” Campaign to Inspire Travelers Choice Hotels International has introduced its latest global marketing campaign, “Check Into More,” designed to encourage travelers to make the most of their vacations across its 22 hotel brands. The campaign features actor and writer Keegan-Michael Key, who reprises his role as the “Vacation Maximization-er,” guiding travelers to optimize their experiences with Choice Hotels.
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Belmond Introduces “Long Shots”: A Luxurious Step into Ambient Video and Anti-Social Media Marketing Luxury travel brand Belmond has launched a groundbreaking marketing initiative called “Long Shots”, a series of hour-long ambient videos designed to captivate viewers through slow, serene storytelling. Departing from traditional fast-paced advertising, the campaign embraces subtlety and mindfulness, aligning with a growing trend among luxury brands to offer more immersive, introspective experiences.
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Green Lodging Trends 2024: Key Insights into Hotel Sustainability Practices Greenview has released its latest Green Lodging Trends Report (GLTR) 2024, offering a comprehensive benchmarking study on sustainability in the hospitality industry, drawing data from over 20,000 hotels across 50 countries. This report highlights global adoption rates of sustainability practices, identifies emerging trends, and underscores the industry’s increasing commitment to sustainable operations.
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Trends in the Budget Travel Sector 1. Value-Driven Choices: Travelers are increasingly prioritizing affordability, with budget hotels like Premier Inn becoming the go-to option for families and solo travelers alike.
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Booking.com Partners with Antom to Enhance Payment Options in Key Asian Markets Booking.com has announced a strategic collaboration with Antom, a merchant payment and digitization platform under Ant International, to streamline and expand payment options across major Asian markets. This partnership enables Booking.com to tap into business opportunities in diverse markets such as Hong Kong SAR, Indonesia, Japan, Malaysia, Singapore, South Korea, Thailand, and the Philippines.
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Hilton Announces Four New Properties in France Including Brand Entry Hilton is set to significantly expand its portfolio in Lyon, one of France’s largest cities, with the introduction of Spark by Hilton and continued growth of DoubleTree by Hilton
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Tempo by Hilton & Homewood Suites by Hilton Open in Downtown Raleigh, North Carolina Tempo by Hilton Raleigh Downtown – the first brand flag to make its debut in North Carolina and just the fourth in the world – has officially opened in the City of Oaks along with its sister property, Homewood Suites by Hilton Raleigh Downtown.
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Hilton Garden Inn Athens Syggrou Avenue Officially Opens as First Hilton Garden Inn in Greece The highly anticipated Hilton Garden Inn Athens Syggrou Avenue hotel is now officially open, marking the debut of the Hilton Garden Inn brand in Greece. Located in the heart of Athens, this new hotel offers modern accommodation and an elevated experience for both business and leisure travelers.
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Cappadocia Marriott Hotel Opens in The Land of Fairytales Wonderful Hospitality awaits at the newly opened Cappadocia Marriott Hotel, inviting guests to discover one of Türkiye’s most captivating regions
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Marriott Hotels Launches “Wonderful Hospitality For Your Heartfelt Smile” Campaign in Greater China New campaign pairs the art of hosting with the vibrant lens of comedy, through a lively collaboration with more than 10 celebrated Chinese comedy stars
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IHG returns world-renowned Holiday Inn brand to Tokyo As part of their growth strategy, IHG have been expanding their portfolio of brands in Japan and now have nine across the Luxury & Lifestyle, Premium and Essentials segments – with plans to add more in the future.
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IHG Hotels & Resorts partners with Al Harithy Group to launch Vignette Collection in Jeddah Aligning with Vision 2030 Goals The Venue, Vignette Collection Jeddah Corniche will redefine hospitality on the iconic Red Sea Coast.
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Radisson Hotel Group is proud to announce the opening of the Radisson Blu Hotel & Convention Center, Riyadh Minhal. This latest addition reaffirms the Group’s commitment to expand its footprint in the Kingdom of Saudi Arabia and presence in the capital.
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IHG Hotels & Resorts to bring Holiday Inn brand to Puri IHG® Hotels & Resorts, one of the world’s leading hotel companies, has signed a management agreement with Ananya Group (Prabhukrupa Estates & Properties) to develop a Holiday Inn hotel in the city of Puri. Scheduled to open in late 2028, this signing underscores IHG’s continued commitment to expand presence in high-growth markets in India.
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Cruises:
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French luxury cruise operator Ponant has acquired a majority stake in Aqua Expeditions, a boutique cruise line known for its small-ship voyages to some of the world’s most biodiverse regions. The acquisition aims to support Aqua’s growth and enhance Ponant’s presence in high-end, eco-conscious travel markets.
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New Glacier Experiences and Up-Close Access to Iconic Sites Mariner Society loyalty members can enjoy up to $400 onboard credit per stateroom when these cruises open for sale.
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Retail, E-commerce, F&B, Healthcare:
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Walk-On’s Sports Bistreaux Selects Paytronix to Drive Loyalty Program New loyalty program will support franchisees as Walk-On’s aims to grow and enter new markets.
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ASI Unveils ESP+ Stores: Revolutionizing E-Commerce for Business Growth “This innovation redefines how companies connect and collaborate,” said Timothy M. Andrews, ASI president and CEO. “With ESP+ Stores, businesses can enhance customer loyalty, improve efficiency, and capture new growth opportunities in today’s fast-paced e-commerce world.”
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Omoda and Google Cloud Partner to Revolutionize Online Fashion Shopping with Generative AI New AI-powered conversational shopping experience brings boutique personalization to the digital retail space. Personalized style searches powered by Google Cloud’s GenAI transform online shopping into a boutique experience.
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Entertainment, Sport, Telecom & Social Media:
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Dolphin Launches “The Pod” Shareholder Loyalty Program Through New Partnership with TiiCKER “The Pod” features high-value tiered perks for Dolphin’s verified investors such as gift cards and discount codes to brands like Häagen-Dazs , Francis Ford Coppola Wines , Carbone Fine Food, Saysh and Foster Supply Hospitality. Investors will also get special access to concerts, movie screenings, and celebrity meet-and-greet opportunities throughout the year.
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Transport, Fuel Retail & Mobility:
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Quality Oil Company Taps Paytronix as Technology Partner for Loyalty Program The suite will be a combination of Paytronix loyalty and messaging integrated with a mobile app from Rovertown to help Quality Oil get closer to its customers and drive engagement.
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Loyalty Technology, Solutions & Consulting:
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GoNexus Group and STAY announce global strategic alliance STAY integrates GoNexus Group’s experiences and mobility options, enhancing guest access to hotel services, activities, and excursions via a mobile app.
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Paxport acquires stake in PnrGo This strategic investment strengthens Paxport’s solution portfolio and establishes a leading presence in the processing of PNR data, now operating across over 60 countries and processing the data of over 10 million passengers annually.
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New QorusDocs Report: GenAI can Add Millions in Annual Revenue 9th annual QorusDocs benchmark survey indicates that AI-powered proposal management software is revolutionizing proposal development and RFP responses.
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INTELITY Unveils AI-Powered Guest Experience Platform GEMS 2.0 is a transformative platform that unifies hotel guest data and digital touchpoints to enable truly personalized experiences.
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Oracle Supercharges Retail Operations with New POS Redesigned Oracle Retail Xstore Point of Service empowers associates to be more efficient while delivering exceptional customer experiences that foster loyalty.
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SAP Unveils New Retail ERP Solution and Innovations for Enhanced Customer Experience SAP announced a loyalty management solution for retailers and consumer goods companies, set to launch in late 2025. This offering aims to address customer dissatisfaction with traditional loyalty programs, as revealed by SAP Emarsys research showing 83% of U.S. consumers feel undervalued by brands they support.
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Accelya announces record-breaking day and +146% YoY growth in 2024 This record-breaking growth reflects the expansion of NDC-enabled airline content across Travel Management Companies (TMCs) and the ongoing post-pandemic resurgence of corporate travel.
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Reports, Research, Insights & Opinions:
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Marigold: The Loyalty Programme Optimisation Guide “The Loyalty Program Optimization Guide 2025” covers strategies to grow loyalty programs, increase revenue, and enhance customer engagement. This guide delves into the evolving landscape of loyalty programs, emphasizing the importance of personalization, emotional connections, and data-driven insights for businesses looking to build lasting relationships with their customers.
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Travelport Releases Second Annual State of Modern Retailing Report This report, combining new proprietary research and cross-industry insights, outlines critical trends reshaping the travel industry in 2025, including heightened demand for transparency, the emergence of new subscription models, and AI-driven advancements in the travel retail experience.
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RewardOps Predicts that Consumers Will Look for Personal Value in Loyalty Programs in 2025 Well-executed loyalty programs are trending in consumer demand. They are appreciated by consumers and foster deeper engagement for businesses, directly impacting share of wallet, transaction frequency and spending.
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Resonate Releases 2025 State of The Consumer Report The report, powered by Resonate’s proprietary AI technology and models known as rAI, provides an in-depth look at prevailing consumer trends and their impact on the year ahead.
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Jobs & Careers:
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Inchcape plc (Toyota) is hiring: Head of Customer Loyalty Location: Zaventem, Belgium. Click inside to apply
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Munich airport is hiring: Loyalty Program & Campaign Manager (w/m/d) in Voll- oder Teilzeit Location: Munich. Click inside to apply.
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Sephora is hiring: CDI – Senior Client Strategy & Loyalty Manager (F/H/X) Location: NEUILLY SUR SEINE, FR. Click inside to apply.
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Kering / SAINT LAURENT is hiring: SL WW CRM Specialist M/W Location: Paris. Click inside to apply.
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Citibank is hiring: Head Customer Servicing & Experience SVP Location: Wilmington, DE, USA. Click inside to apply.
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Printemps USA is hiring: CRM & Loyalty Manager Location: NY, NY. Click inside to apply
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Adani Digital Labs is hiring: Loyalty Manager Location: Gurugram, India. Click inside to apply.
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Desire Consultancy Services is hiring: Loyalty Program Manager LocationL: India. Click inside to apply
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Majid Al Futtaim is hiring: Associate Loyalty &A Sales Ops. Location: Lahore, Punjab, Pakistan. Click here to apply.
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AMEX GBT is hiring: Product marketing – engagement Location: Paris. Click inside to apply.
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TieTalent is hiring: (Senior-) Business Consultant – CRM Loyalty (m/w/d) Location: Weinsberg, Baden-Württemberg, Germany. Click inside to apply
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Zalando is hiring: Senior Market Developer Loyalty Program (Nordics) – all genders Location: Berlin. Click inside to apply.
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Deloitte is hiring: Loyalty Consultant/Product Owner | Deloitte Digital I Czech Republic Location: Prague. Click inside to apply.
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Accor is hiring: Director Cross-Channel Campaigns Manager Europe & North Africa (m/w/d) – fixed term Location: Issy-les-Moulineaux, Île-de-France, France. Click inside to apply.
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Staples is hiring: Senior Director Customer Experience and Loyalty Location: USA. Click inside to apply
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Jetblue is hiring: Director Loyalty Partnerships Location: Long Island City, NY, US, 11101. Click inside to apply
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Mastercard is hiring: Director, Product Management – Global SME Loyalty Location: Miami / Purchase (USA). Click inside to apply.
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IHG Hotels & Resorts is hiring: Manager, Loyalty Creative Services Location: United States, Georgia, Atlanta. Click inside to apply.
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Loyalty Juggernaut is hiring: Product Engineer Location: Hyderabad, Telangana, India. Click inside to apply.
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