All you need to know this week about loyalty & CX: GLO Interview: Jelena Kezika, GHA • Amadeus / GLO Panel: Currency & Experiences • Delta • Etihad • Air Canada • Frontier Air • Emirates • Riyadh Air • Alaska Airlines • Virgin Australia • One world • Curio • Hilton • Jumeirah • IHG • Radisson • Swissotel • Accor • McKinsey & Co. • Carnival • Kobie • Optimove • Loyalty reports • Loyalty Careers & Job.
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GLOGLO Featured:
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GLO Interview: Jelena Kezika, Snr. Director Strategy, Global Hotel Alliance Topics discussed: Update on and objectives of Green Collection; Other notable initiatives over the past 12 months; Key takeaways from the GHA member survey; On emotional loyalty and experiences; GHA’s approach to building emotional loyalty; GHA community project; One prediction for next 12 months
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Amadeus / GLO panel: Loyalty Dilemma: Currencies or Customer Experiences? Global Loyalty Organisation led a panel at Amadeus Loyalty Customer Forum (Amadeus) focusing on loyalty, currencies and experiences taping into insights from Nicola Arnese Amadeus, Danielle Colla Amadeus, Frank Astheimer Points (a Plusgrade company), Manuj Jain Air India Limited, Ravindra Bhagwanani, Global Flight.
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Airlines, Alliances & Airports:
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Introducing the ‘For Less’ Price Guarantee: Ensuring You Always Get the Best Deal
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Air Canada is proud to #FlytheFlag as Team Canada’s Official Airline for the next four Olympic and Paralympic Games, including Paris 2024. Airline kicks off a series of Olympic and Paralympic-themed activations with unveiling of special Boeing 777 livery . Airline has also unveiled 10 Team Air Canada athlete ambassadors representing the best of Canadian values and sporting excellence
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Etihad Airways announces global cabin crew recruitment campaign Etihad in search of ambitious individuals to join its award-winning cabin crew and give flight to their ambition. Cabin crew enjoy free accommodation, a tax free salary and a wide range of benefits
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A message to Delta SkyMiles members from CEO Ed Bastian: Seize the summer CEO Ed Bastian sent the following email to Delta SkyMiles members on Wednesday, May 22, updating them on the investments Delta is making to elevate their experience and inspiring them ahead of their summer travels.
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Business Bundle Featuring UpFront Plus Seating with Extra Leg and Elbow Room, a Guaranteed Empty Middle Seat, Two Checked Bags, and Board First with Guaranteed Overhead Bin Space from Only $104
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Turkish Airlines and Air China Sign New Freesale Codeshare Agreement This agreement underscores the commitment of Turkish Airlines and Air China to facilitate seamless travel experiences and strengthen bilateral ties.
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Click to holiday – book hotel stays, packages, and a range of travel activities powered by Expedia Group in one go
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Multi award win for Etihad Airways in product and hospitality excellence Etihad Airways, the national airline of the UAE, celebrated its achievements in 16 awards at this year’s World Travel Catering & Onboard Services Expo in Hamburg, a record number of awards for Etihad in one week. The awards celebrate Etihad’s excellence in inflight product design, amenities and hospitality.
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SAS and SkyTeam shed light on alliance switch main points during IATA AGM SkyTeam CEO Patrick Roux and SAS CEO Anko van der Werff discussed the Scandinavian airline’s entry into the SkyTeam alliance 2024 IATA AGM in Dubai (June 2-4, 2024). Roux explained that airline integration is typically a sequential process, with each step dependent on the previous one, often leading to bottlenecks. However, the experience of SAS teams with major airline operations facilitated a smoother transition.
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Riyadh Air chooses Creative Director Ashi as its cabin crew fashion designer Riyadh Air has selected world-renowned Saudi couture creative director Ashi to conceptualize and create the Riyadh Air cabin crew fashion line. The partnership fuses high-fashion with aviation elegance and brings the essence of Riyadh Air to life by reflecting the airline’s commitment to innovation and excellence Ashi, founder and owner of ASHI STUDIO has dressed some of the world’s biggest superstars including Beyoncé, Penelope Cruz, Sonam Kapoor and Zendaya.
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TG refits A320s with a business-class The initiative also aligns with THAI’s commitment to improve passenger comfort after it integrated its former subsidiary, Thai Smile Airways, into the parent company in January 2024.
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Etihad Airways and Royal Air Maroc agree MoU to further relationship The Memorandum of Understanding paves the way for deeper co-operation between the two airlines
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Cathay and Singapore Airlines to collaborate on sustainability initiatives Cathay and Singapore Airlines (SIA) have signed a Memorandum of Understanding (MoU) to collaborate on a broad range of sustainability initiatives. These collective efforts are aimed at advocating for the development and use of sustainable aviation fuel (SAF) in the Asia-Pacific region, a critical decarbonisation lever for the sector, and sharing best practices to boost sustainability performance.
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Qantas and BA to join Oneworld upgrades program Qantas and British Airways are set to join Oneworld’s multi-airline upgrade platform, enhancing the value of Qantas Points and BA’s Avios currency.
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Etihad Airways Revenue Management team win prestigious award Airline’s Revenue Management team secures Outperformer award from PROS for growth and profitability
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Star Alliance experience continues beyond your flight. Enjoy a free upgrade to Business First class on Heathrow Express with your Star Alliance Gold Status.
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oneworld Says “Bula” To Fiji Airways As Its 15th Full Member Airline Fiji Airways, the flag carrier of Fiji and the South Pacific, has been a valuable presence in the oneworld alliance for the past five years as a oneworld connect partner. During this time, the airline has developed cooperative links with all oneworld member airlines, paving its way to a more seamless integration as a full oneworld member. Fiji Airways’ transition to full membership will commence immediately and will be completed within the next 12 months.
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Virgin Australia serves up new inflight menu, reveals Aussie travellers’ favourite sky-high snack Virgin Australia has unveiled its brand-new Business Class menu alongside 12 new additions to the airline’s Economy Class buy onboard menu, marking one of the biggest investments in its onboard food and beverage menu in five years.
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Turkish Airlines and KM Malta Airlines Launch Codeshare Partnership The codeshare agreement will provide passengers of both flag carrier airlines more flexible travel options on direct flights between Istanbul and Malta. Within the scope of the cooperation, KM Malta Airlines will place their marketing flight numbers on Turkish Airlines flights between Istanbul – Malta and vice versa.
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Qantas and Perth Airport Forge Groundbreaking Agreement for Multi-Billion Dollar Expansion The new terminal is set to offer passengers a world-leading travel experience, with seamless domestic and international transfer, as well as state-of-the-art check-in and bag drop facilities. Qantas will work with Perth Airport on plans for a multi-lounge precinct for international and domestic passengers with a new signature design and bespoke dining and wellness initiatives.
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ITA Airways launches connections to Saudi Arabia ITA Airways inaugurates its first nonstop flight from Rome to Riyadh, marking a major expansion into the Saudi market, enhancing business and cultural ties, and planning further connections to the Middle East.
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Discover Airlines opens long haul base in Munich and significantly expands its programme Discover Airlines expands at Munich Airport, adding long-haul flights to Florida, Canada, and southern Africa starting March 2025, enhancing its position as the hub’s largest leisure airline.
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oneworld alliance celebrates 25 years With a combined fleet of over 3,400 aircraft and 13,000 daily flights, Alliance’s member airlines have united customers, countries, and businesses across the globe. More than nine billion passengers have flown with oneworld member airlines since its inception – a phenomenal number, highlighting its status as the world’s leading airline alliance.
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Turkish Airlines Launches “Tomorrow On-Board” Sustainability Brand “Tomorrow On-Board” was created with several key objectives: enhancing the brand image, delivering a unified message and visual framework for all sustainability statements, systematically communicating sustainability activities to investors, and ensuring passengers have the opportunity to take part in sustainability initiatives.
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EL AL and Virgin Atlantic sign codeshare and loyalty club agreement EL AL and Virgin Atlantic announce a new codeshare and loyalty rewards partnership, enhancing connectivity and member benefits on the Tel Aviv-London route.
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Book Aleutian Airways Flights on AlaskaAir.com and Earn Alaska Airlines Miles The new partnership between Aleutian Airways and Alaska Airlines allows guests that are Alaska Airlines Mileage Plan members to earn Alaska Airlines miles when traveling across the Aleutian Airways network, when they book their flights directly on AlaskaAir.com.
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Riyadh Air and Singapore Airlines sign strategic agreement to establish commercial partnership Under the MoU, the carriers will work on potential areas of commercial cooperation, including codeshare arrangements, reciprocal benefits for their frequent flyer programme members, customer experience, and digital innovation.
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Etihad Airways and China Eastern Airlines announce landmark joint venture This JV signifies a commitment to offering expanded travel options and seamless travel experiences for passengers travelling between major Chinese cities like Shanghai, Beijing, Xi’an, and Kunming, and key cities in the UAE and across the Middle East and Africa regions.
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Flying Blue welcomes Oman Air aboard as its newest airline partner. Flying Blue members can now earn Miles on all Oman Air flights and spend them on reward tickets.
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Spirit Airlines Announces CFO Transition Appoints Brian McMenamy as Interim Chief Financial Officer . Current CFO Scott Haralson to Join Larger Publicly Traded Company Outside of Airline Industry as CFO
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Riyadh Air and EgyptAir Sign MoU at IATA AGM to Offer Guests Greater Benefits and Connectivity Riyadh Air, Saudi Arabia’s new digitally native airline, has signed a Strategic Cooperation Memorandum of Understanding (MoU) with EGYPTAIR, the country’s national carrier, based out of Cairo, to offer guests of both airlines a wide range of exclusive benefits when traveling between Saudi Arabia, Egypt and other key destinations, at the International Air Transport Association (IATA) Annual General Meeting (AGM) on June 4, 2024, in Dubai.
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Emirates and Condor sign codeshare agreement The new agreement will offer seamless connections and expanded choices for Emirates customers connecting on Condor-operated flights via Germany to popular destinations in Majorca and the Canary Islands as well as international points in North, Central and South America and the Caribbean.
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Southwest Airlines Expands Football Playbook to Offer Even More for Fans who Follow Their Teams Responding to Customer demand, Southwest Airlines® today published more flights to help pro football fans hit the road to cheer on their teams. In all, Southwest is adding 42 flights to support travel around 21 games this upcoming season. These flights appear in the flight schedule on Southwest.com in addition to previously added routes to help fans traveling to and from college football games.
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Southwest Airlines ranks first in Customer satisfaction among economy class passengers by J.D. Power Carrier named the Leader in Economy Class Customer Satisfaction for third year in a row
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IAG partners with Plug and Play to redefine the flying experience through startup collaboration International Airlines Group (IAG) has announced a partnership with Plug and Play, the world’s largest corporate innovation platform and the most active early-stage Venture Capital investor worldwide, to work together on the eighth edition of the Hangar 51 Accelerator program, in collaboration with their operating companies.
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Alaska Airlines offers guests largest summer schedule ever in preparation for busy travel season We’re flying to new destinations, adding more flights for convenience and implementing new technology for a premium travel experience this summer
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MarketsandMarkets™ report: In-flight Internet Market worth $2.1 billion by 2029 The In-flight Internet market is estimated to be USD 1.6 billion in 2024 and is projected to reach USD 2.1 billion by 2029, at a CAGR of 5.7% from 2024 to 2029 according to a new report by MarketsandMarkets™. Improvements in satellite technology, such as the development of high-throughput satellites (HTS) and the deployment of Low Earth orbit (LEO) satellites, have significantly enhanced the capacity, speed, and reliability of in-flight Wi-Fi services.
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Although tentatively approved last month, the Australian Competition and Consumer Commission (ACCC) has now granted final approval for the “unilateral trans-Tasman codeshare agreement” for five years.
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United Launches Airline Industry’s First Media Network Kinective Media by United Airlines is the only media network that uses insights from travel behaviors to connect customers to personalized advertising, experiences and offers from leading brands. Advertising technology platform uses United’s data to create anonymized audience segments that marketers can reach on the airline’s mobile app, inflight entertainment screens and more.
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Emirates joins German Aviation Initiative for Renewable Energy, aireg Emirates has become the first international airline to join aireg, the Aviation Initiative for Renewable Energy in Germany. The airline pledged its membership earlier at ILA Berlin 2024 in an official signing ceremony, a significant move that underscores Emirates’ commitment towards improving the sustainability of its operations and to the development of sustainable aviation fuel (SAF).
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Guests benefit from increased weight allowance for checked bags and no change or cancel fees
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Hotels & Hospitality:
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New Loyalty Program Amplified with “Sonesta Travel Pass Ultimate Sweepstakes” and
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Revery Toronto Downtown, Curio Collection by Hilton Debuts in the Entertainment District With its fast-growing portfolio of over 160 properties in top destinations, each Curio Collection by Hilton is celebrated for its remarkable character and one-of-a-kind experiences,” said Jenna Hackett, senior vice president, Hilton Lifestyle Brands.
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Strawberry completes rollout of Mews across portfolio of 230 hotels Strawberry is one of the largest hotel groups in the Nordic region, and they chose to migrate to Mews because of the platform’s flexibility, scalability and security. Their brands include Comfort Hotel, Quality Hotel, Clarion Hotel and Clarion Collection Hotel, and approximately 50 independent hotels, all of which are welcoming guests through the Mews platform.
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Radisson Hotel Group targets expansion to 25 hotels in South Africa by 2030 This ambitious expansion by Radisson Hotel Group along with the Group’s recent updates to its South African portfolio, underscores its commitment to strengthening its presence and contributing to the growth of the South African hospitality industry.
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Hilton Officially Rolls Out AutoCamp Properties for Booking Located in eight spectacular settings from sought-after destinations near national parks to the Russian River in California to Cape Cod, Massachusetts, AutoCamp properties can now be booked directly through Hilton, including on Hilton.com and in the award-winning Hilton Honors app, for summer getaways.
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Jumeirah Messilah Beach Hotel & Spa Launches Immersive Dining Experience ‘Dineamation’ Exclusively introduced at the hotel to offer guests a chance to immerse themselves in eye-catching visuals, captivating storytelling, theatrics, and art, the ‘Dineamation’ experience is an avant-garde experience combining fine dining, entertainment, and interactive engagement.
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Swissôtel (Accor) Celebrates Global Wellness Day: A Journey of Vitality and Wellbeing In honour of Global Wellness Day on 8th June, Swissôtel is highlighting the transformative wellness experiences available at its properties worldwide. From Osaka to Almaty, each Swissôtel destination offers unique opportunities for guests to rejuvenate their mind, body, and soul.
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Minor Hotels Appoints Gonzalo Aguilar as CEO for Europe & Americas Minor Hotels has announced that Gonzalo Aguilar will take on the role of CEO for Europe and the Americas starting January 1, 2025.
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McKInsey & Co webinar: Faces, places, and trends. The state of tourism & hospitality After falling by 75 percent in 2020, travel is now nearing a full recovery. Global spending is expected to reach $8.6 trillion by the end of 2024, and 33 percent of consumers say they have plans to splurge on travel. While it’s clear that travelers are ready to pack their bags, their evolving needs and desires suggest that the travel and hospitality sector could be facing a phase of remarkable disruption.
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Cruises:
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As the P&O Cruises Australia brand retires early next year, the Pacific Encounter and Pacific Adventure ships will be rebranded and operated by Carnival Cruise Line brand.
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Retail, E-commerce, F&B, Healthcare:
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New Ipsos study: Germans prefer user-friendly shopping apps with many partners Apps are quickly loaded, but are also quickly deleted again – PAYBACK is the most widely used loyalty program in Germany.
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Conversive Launches New Conversational Platform For Personalized and Trusted Text Communications Conversive offers the first-of-its-kind, pre-built library of personalizable messaging campaigns within their unified platform for delivering smart messaging experiences, governed by advanced compliance and safety controls, for trusted conversations across a customer lifecycle.
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– 77% of US consumers think their lives are the same or better now than 3–4 months ago
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Refer Your Friends to Allē, the Loyalty Rewards Program by Allergan Aesthetics, and Earn $50 Allē is the first and only loyalty program in the aesthetics market to also offer consumers the ability to earn points on over 50 non-Allergan Aesthetics treatments and brands.
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Hard Rock Offers “Come Together Experience” with Lionel Messi to Celebrate Unity™ In the latest in its “Come Together Experiences” international sweepstakes series, Hard Rock International is offering one lucky winner and three friends the experience of a lifetime to watch its global brand ambassador and cultural icon Lionel Messi play at an upcoming Inter Miami game.
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Starbucks® and Grubhub Launch Delivery Partnership Starbucks orders will be available via Grubhub in select markets beginning in June, with national availability by August 2024
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Online ordering with POS-linked store Website and Shopping App, with home delivery service through DoorDash, Uber, Point Pickup, and Relay
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Transport, Fuel Retail & Mobility:
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Emarat launches ‘Travel With Emarat’ Campaign through its EmCan Loyalty App This campaign comes in line with Emarat’s commitment to providing opportunities for customers to win prizes, offering distinct benefits, and limitless rewards through its loyalty program, EmCan.
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Intrepid Launches New Rail Travel Range: slower, more sustainable travel. With a new range of 40 train itineraries and 3 brand-new trips, Intrepid celebrates a renaissance of rail and the rise of slow travel
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Payments, Finance, Property & Insurance:
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Exclusive Nairobi viewing highlighted Mastercard’s commitment to delivering priceless experiences and the strength of its collaboration with UEFA. Unique Amboseli National Park viewing for five winning cardholders blended world-class football with Kenya’s iconic natural beauty.
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Bilt & Banyan Announce New Partnership Banyan’s platform organizes, matches, and makes item-level receipt data easily accessible, enabling its safe use for a wide range of commercial and consumer applications, according to the company’s website.
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Affluent Shoppers Prefer Store-Specific Card-Linked Rewards High-Income Shoppers Seek Store-Specific Card-Linked Rewards
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Nereus Finance, a leading derivatives trading platform, is thrilled to unveil the launch of its innovative point system, alongside the much-anticipated debut of its native token. This significant development underscores the company’s commitment to rewarding its community and expanding its ecosystem.
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Loyalty Technology, Solutions & Consulting:
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Recognizing that customers lie at the heart of any successful business, Stackless Data underscores the vital importance of prioritizing Customer Lifetime Value (CLV) and reducing Customer Acquisition Cost (CAC) for sustained brand success. The playbook provides a roadmap for transitioning from a traditional funnel-based sales approach to a dynamic flywheel model.
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Kobie Named As The Only Leader in The Latest Loyalty Services Report by Forrester Forrester stated that Kobie, “boasts the strongest current offering among the providers evaluated with excellent capabilities spanning CX and org design, offer management, and personalization,” and noted that “Kobie’s distinct vision centers around a customer/brand value exchange and makes a clear case for loyalty as a priority across business functions.
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Ascenda appoints Josh Berwitz as Chief Commercial Officer Berwitz brings a distinguished track record in payments and loyalty to Ascenda, having designed, built, and operated some of the world’s most impactful rewards programs.
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Optimove is a Challenger in Gartner’s 2023 Magic Quadrant™ for MMH Optimove is a Challenger in Gartner’s 2023 Magic Quadrant™ for MMH
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Reports, Research, Insights & Opinions:
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Optimove Research: 2024 Consumer Shopping Trends for Summer The comprehensive analysis highlights summer shopping trends and behaviors, confirms all consumer shopping habits
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New Study Shared At CCW Vegas Reveals Alarming Customer Experience Decline CCW Digital’s Latest Market Study Focuses On The Recent Decline Of Customer Experience Despite Increased Use Of AI
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Study from Fetch reveals CPG, retail and restaurant marketers prioritize retention ahead of acquisition, in light of fragmented consumer spend and attention
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Jobs & Careers:
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Mastercard is hiring: Manager, Product Management, Priceless Platform Location: Miami, Florida, USA; Click inside to apply.
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American Express is hiring: Director Amex Offers Global Operations Location: New York, New York, USA; Click inside to apply.
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Elevate Digital is hiring: Director of Loyalty Location: Manhattan Beach, CA, USA; Click inside to apply.
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Mercedes Benz is hiring: Customer Relationship Management (CRM) & Loyalty Director Location: New York, NY, USA ; Click inside to apply.
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PayPal is hiring: Partnership Marketing Coordinator Location: California, United States of America (Virtual); Click inside to apply.
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Blacklane is hiring: Global Head of CRM Location: London, Berlin. Click inside to apply.
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Omni Hotels & Resorts is hiring: Loyalty and Experience Manager Location: Carlsbad, California, USA; Click inside to apply.
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