All you need to know this week about loyalty & CX: GLO WAF Interview: Jill Doyle, United Airlines• TAP • Saudia • Etihad • ANA • Air India • Qantas • Emirates • Alaska Airlines • Air New Zealand • Japan Airlines • Marriott • IHG • Four Seasons • Hilton • Accor • Wyndham • Sweetgreen • 7-Eleven • Mastercard • Reward • Hangar 51 • Loyalty Reports • Loyalty Jobs & Careers
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GLOGLO Featured:
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GLO WAF Interview: Jill Doyle, Managing Director MileagePlus, United Airlines (full interview) 0:00 – Introduction to MileagePlus • 01:05 – Main KPIs of MileagePlus • 02:40 – United’s approach to personalisation and CX • 03:45 – On Kinective Media • 07:23 – On United’s Traveller Commerce Platform and approach to partnerships • 08:20 – On innovation and areas of growth • 09:40 – One prediction for 2025 • 11:30 – “Million Miles” question • 12:09 – “Magic Wand” • 13:45 – Advice to younger self
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GLO WAF Interview: Jill Doyle, Managing Director MileagePlus, United Airlines (trailer) 0:00 – Introduction to MileagePlus • 01:05 – Main KPIs of MileagePlus • 02:40 – United’s approach to personalisation and CX • 03:45 – On Connective Media • 07:23 – On United’s Traveller Commerce Platform and approach to partnerships • 08:20 – On innovation and areas of growth • 09:40 – One prediction for 2025 • 11:30 – “Million Miles” question • 12:09 – “Magic Wand” • 13:45 – Advice to younger self
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Airlines, Alliances & Airports:
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Travelport and TAP Air Portugal Commit to NDC Content and Servicing Delivery on Travelport+ “Our updated agreement with TAP Air Portugal highlights our mutual dedication to creating a modern, personalized shopping and service experience for agents and travelers with NDC,” said Damian Hickey, Global Head of Travel Partners at Travelport.
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To continue its celebration of a historic 10-year milestone as the primary credit card issuer for Aeroplan, The Toronto-Dominion Bank (TSX: TD) is announcing a contest with over 285,000 prizes of Aeroplan points, including a grand prize of 10 million Aeroplan points. In addition, 10 prizes of 1 million Aeroplan points each are available to be awarded.
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Up to 43 weekly flights connecting five Indian cities with our home Hong Kong in summer 2025
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Emirates leads the ULTRAs 2024 Awards as ‘Best Airline in the World’ Emirates was also recently crowned as ‘World’s Best Airline’ by Telegraph Travel; ‘Best International Airline’ by Forbes Travel Guide’s Air Travel Awards; and ‘2025 APEX World Class Airline’ for delivering outstanding customer service.
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Vámonos! Virgin Atlantic returns to Mexico with new flights to Cancun Virgin Atlantic is set to return to Mexico with three weekly flights from London Heathrow to Cancun commencing in Winter 2025.
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Spirit Airlines celebrates 20 years of service in the Dominican Republic with new savings Spirit Airlines is celebrating two decades of flying between the Dominican Republic and the United States this November with limited-time anniversary fares and a Free Spirit® loyalty program promotion.
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Etihad Airways enhances digital experience with new customer-focused features Etihad Airways has enhanced its digital platforms with new features that make travel easier and more personalised for guests. The improvements to etihad.com and the Etihad Airways mobile app introduce new market-specific payment options, expanded self-service capabilities, and enhanced loyalty programme features.
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Riyadh Air, Saudi Arabia’s premium international airline, has announced a new partnership with Panasonic Avionics Corporation (Panasonic Avionics) as its official partner for inflight entertainment (IFE) at the APEX (Airline Passenger Experience Association) EXPO in Long Beach, California.
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QANTAS UNLOCKS ONE MILLION DISCOUNTED SEATS ACROSS 60 DESTINATIONS Qantas has today announced a major 72-hour sale for customers, with over one million seats discounted to more than 60 destinations around Australia.
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Thousands to bag a surprise as Air New Zealand celebrates new loyalty partnership The nationwide giveaway marks the launch of Air New Zealand’s new loyalty partnership with Woolworths’ Everyday Rewards, offering customers fresh ways to earn Airpoints Dollars through their everyday shopping.
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GOL announces 3Q24 Earnings Result Smiles Loyalty Program celebrated its 30th year with more than 1.1 million customers subscribed to the Smiles Club, GOL’s subscription service, a 9.3% growth (3Q24 vs 3Q23). Total customers reached 23.6 million, a 6.6% growth (3Q24 vs 3Q23), reinforcing Smiles as the largest loyalty program among Brazilian airlines.
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Saudia partners with Choice Hotels The partnership between AlFursan loyalty program and Choice Hotels will enable AlFursan members to join Choice Privileges, the loyalty program of Choice Hotels. As part of the partnership, AlFursan members will earn 1,000 AlFursan reward miles for every 5,000 Choice Privileges points converted.
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Alaska Airlines announces leadership promotions across key functions of new combined organization Natalie Bowman, as vice president of digital experience, will drive Alaska Airlines’ digital transformation by enhancing the customer experience across all digital touchpoints. Bowman will lead teams in product management, design and software engineering to deliver seamless digital interactions for Alaska’s customers. Collaborating closely with marketing, guest experience, and product teams, Bowman will focus on developing seamless travel experiences that drive brand loyalty.
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Oman Air Launches National Day Super Sale with Flights Starting from OMR 28 One-Way In celebration of Oman’s 54th National Day, Oman Air is getting ready to launch a limited-time sale offering exceptional discounts on flights from Muscat to a variety of popular destinations
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Singapore Airlines (SIA) will become the world’s only airline to serve the iconic Cristal 2015 champagne, following an exclusive agreement with leading French champagne house Louis Roederer.
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Travelport to offer ANA NDC content in 2025 Travelport and ANA have deepened their long-standing relationship to ensure that Travelport-connected agencies will continue to have simplified access to ANA’s wide range product offerings, including ancillary services. Travelport+ is the only modern retailing platform built for travel agencies.
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Air India introduces Maharaja Club Air India has launched a revamped loyalty program, the Maharaja Club, merging the top features of Flying Returns and Club Vistara into a unified, seamless experience. This transformation brings a wider range of privileges and exclusive benefits, while keeping the valued aspects of the original Flying Returns program for existing members.
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Hotels & Hospitality:
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Sheraton Hotels & Resorts Launch ‘Gatherings by Sheraton’ Program in Greater China Sheraton Hotels and Resorts, part of Marriott Bonvoy’s global portfolio of more than 30 extraordinary hotel brands, recently launched the ‘Gatherings by Sheraton’ brand program in Greater China. The Gatherings by Sheraton program launch in Greater China kicks off with a captivating collaboration with The ‘Genius Mom’, a public welfare project by the China Women’s Development Foundation. Under the theme of ‘Celebrate Life’s Moments at Sheraton’.
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Garner launches in Europe with first hotel openings in Germany IHG Hotels & Resorts (IHG), a global leader in hospitality, launches new midscale conversion brand, Garner, in Europe with its first hotels opening in Germany. The brand’s debut is in partnership with NOVUM Hospitality, one of Europe’s largest private hotel operators.
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Four Seasons Los Cabos at Costa Palmas Partners with Aero for Exclusive Jet Service Four Seasons Resort and Residences Los Cabos at Costa Palmas, the premier luxury residential resort overlooking the Sea of Cortez in the distinguished community of Costa Palmas, announces its partnership with the elevated semi-private jet service, Aero.
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Hyatt Regency Brand Set to Grow by 70% in The Balkans Hyatt Hotels Corporation (NYSE: H) today announced plans for scaled growth of the Hyatt Regency brand on the Balkan Peninsula. Following the brand’s market entries in Croatia and Albania, the latest project in Romania further strengthens the brand’s momentum in the region with five new Hyatt Regency hotels and resorts expected to open by 2027.
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Radisson Hotel Group opens Kuwait’s first Park Inn by Radisson Hotel Radisson Hotel Group is pleased to announce the opening of its second hotel in Kuwait – Park Inn by Radisson Hotel & Apartments Kuwait.
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American & Canadian Affair launch agency loyalty programme “The 100 Club” Agencies generating £100,000 in annual revenue can join The 100 Club, granting them access to exclusive perks. Members will benefit from cash incentives, invitations to special events, and tailored marketing support.
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Avani Hotels & Resorts is ringing in 2025 with celebrations inspired by its six Avani Tribes: Water Baby, Foodie, Wellness Wanderer, Adventurer, Romantic, and Creative. Guests can discover their Avani Tribe with an online quiz and find out which of Avani’s distinctive New Year’s experiences is perfect for starting the year in their way.
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The Cherished Holiday Tradition ICE! Opens at Resorts Nationwide to Kick-Off the Holiday Season Overnight and local day guests at all Gaylord Hotels and the JW Marriott San Antonio Hill Country can experience the frozen attraction along with an extensive lineup of Christmas activities
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Sofitel is partnering with Candlelight this year, and for the second consecutive year, to ignite the merriment of the festive season with the dazzling return of unique Candlelight Concerts within its hotels. From December to January, selected Sofitel flagships will play host to a series of eight concerts, charming guests with a spellbinding musical experience bathed in the warm glow of a thousand flickering candles.
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Conrad Chia Laguna Sardinia Spa Offers Services Inspired by Blue Zone Living The 2025 Hilton Trends Report found that many travelers want to feel pampered when on vacation. At Conrad Chia Laguna Sardinia in Sardinia, Italy, spa guests can indulge in a uniquely local wellness opportunity — spa services inspired by Sardinia’s blue zone living.
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Radisson Hotel Group proudly announces the opening of Radisson Hotel Mersin, a dynamic addition to the Group’s portfolio in the vibrant port city of Mersin. As one of Türkiye’s leading trade hubs, with a bustling commercial life and prominent port, Mersin provides an ideal setting for both business and leisure travelers. This development marks another step in the Group’s commitment to expanding its presence in Türkiye, bringing it closer to the goal of reaching 100 hotels by 2030.
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Wyndham Rewards® Unveils All-in-One Travel Booking Platform Available to all Wyndham Rewards members across the Americas, Wyndham Travel Packages allow members to book hotels, flights, car rentals, airport transfers, and even activities all in one go via WyndhamRewards.com.
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Paris, France – Accor, a global leader in hospitality, is proud to announce the signing of Sofitel Legend Pyramids Giza, an extraordinary new luxury hotel in partnership with Abu Dhabi Tourism Investment Company (ADTIC). This exceptional property, set to open in late 2027, will be located near the majestic Giza Pyramids and the Grand Egyptian Museum (GEM), offering unrivaled views of Egypt’s most iconic landmarks and a timeless immersion into the country’s ancient heritage.
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EVEN Hotel Bozeman Yellowstone International Airport, just 15 minutes from downtown Bozeman, Mont., and 90 minutes from Yellowstone National Park, marks the first EVEN Hotel in ‘The Treasure State’ – joining more than 20 IHG hotels across its portfolio of brands including Kimpton Armory Hotel Bozeman, avid hotels Billings West and Holiday Inn West Yellowstone. EVEN Hotel Portland – Beaverton joins EVEN Hotel Eugene as the second property for the brand in Oregon.
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Hard Rock Hotel & Casino Bristol Celebrates Grand Opening Hard Rock Hotel & Casino Bristol celebrated its highly anticipated grand opening Thursday morning with Hard Rock’s iconic guitar smash ceremony.
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Cruises:
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Orient Express Corinthian unveils its design and interiors in all their splendour A sleekly lined jewel of technology designed by Chantiers de l’Atlantique, Orient Express Corinthian will be the world’s largest sailing yacht. Spanning an impressive 220 m and sporting 4,500 m² of sails mounted on three inclinable masts, the ship will be able to reach a speed of 17 knots propelled solely by the wind.
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Retail, E-commerce, F&B, Healthcare:
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Wonder Announces Acquisition of Grubhub Integrating Grubhub with Wonder is the next step in Wonder’s mission to make great food more accessible, bringing together the convenience, speed and selection of first-party and third-party restaurants, groceries and meal kits in a single app order. Additionally, all Wonder locations will be available on Grubhub for third-party delivery.
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Everyday Rewards New Zealand announces partnership with Air New Zealand and Qantas The new additions to the fast-growing programme means that Everyday Rewards members will be able to opt in to convert their Everyday rewards points into either Airpoints Dollars™ or Qantas Points – getting them to their next holiday even faster.
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Nectar360 partners with Marriott Bonvoy ® Partnership with global travel loyalty programme means Nectar members will soon be able to use and earn Nectar points on hotel and resort stays around the world.
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Sweetgreen to simplify its loyalty program Sweetgreen is set to launch a revamped, points-based loyalty program in early 2025, following feedback that its previous tiered system—offering both free and paid subscription options—was overly complex.
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Dressin®, a forward-thinking online fashion retailer, is thrilled to announce the launch of its direct-to-consumer e-commerce platform, Dressin.com. The platform aims to revolutionise affordable fashion by offering high-quality, stylish clothing at wholesale prices. Fashion enthusiasts can now explore Dressin’s collections on both the website and the Dressin app and earn rewards points every time they shop.
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PepperJax Grill Customizes Digital Guest Experience with Paytronix Loyalty and Mobile App “With the implementation of Paytronix, PepperJax is now able to seamlessly connect with our customers, delivering a more personalized experience and an enhanced, better-functioning rewards program,” said Emma Thompson, marketing manager, PepperJax Grill.
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GoTo Foods appoints Kieran Donahue as new chief commercial officer At GoTo Foods—the parent company of brands such as Auntie Anne’s, Jamba, Cinnabon, and Moe’s Southwest Grill—Donahue will oversee the omnichannel, global commercial, and marketing strategy for all seven brands under the GoTo Foods umbrella.
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Through the end of the year, 7Rewards® and Speedy Rewards® members can get a small cup of any fresh-brewed coffee for just 60 cents every Monday at participating 7-Eleven®, Speedway® and Stripes® stores nationwide.*
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Transport, Fuel Retail & Mobility:
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Swiftly, a leading provider of innovative retail technology and tools, today announced a strategic relationship with PDI Technologies, a global leader in the convenience retail and petroleum wholesale ecosystem. Together, Swiftly and PDI are providing brands with the technology to deliver personalized offers and advertisements to consumers through the PDI GasBuddy app and its 6.5+ million monthly users.
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Payments, Finance, Property & Insurance:
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Mastercard collaborates with Tap Payments on first global launch of ‘Click to Pay’ The partnership helps transform the e-commerce experience by merging streamlined checkout processes with enhanced security.
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Mastercard and Emirates NBD partner to empower a virtual future for B2B travel payments This new collaboration marks the continuation of a long-standing strategic partnership between the two companies and aims to digitize and optimize payment flows between travel agencies and the various suppliers associated with travel bookings.
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Gate City Bank Launches Alkami’s Full Suite of Digital Banking Solutions Alkami’s comprehensive Digital Banking Platform provides Gate City Bank’s account holders with intuitive, self-service tools within a personalized user experience, powered by a dataset that rivals the largest megabanks. Gate City Bank’s customers now also benefit from enhanced digital account opening capabilities, data analytics that can drive improved engagement, and payment fraud prevention.
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Marketing AI Company Persado Adds Financial Services Leaders to Board of Directors The appointments follow Persado’s news of having driven $2.5B in new revenue for finserv organizations in the past five years and signal a strategic move to speed innovations and expand the company’s marquee roster of global banks and card issuers.
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U.S. Regional Banks Must Adapt or Be Left Behind in the New Global Era of Open Banking New L.E.K. Consulting Report recommends sharp focus on customer-centricity, data governance and innovation as new CFPB Rules take effect.
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Loyalty Technology, Solutions & Consulting:
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Zendesk Launches Flexible Pricing for Customized AI Journeys New approach empowers companies to scale their AI and automation investments in line with evolving customer and employee needs.
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ERP Software Market to Grow by USD 34.73 Billion from 2024-2028 ERP software market is thriving with trends like supplier-relationship management and customer-relationship management taking center stage. Cloud-based platforms are popular, offering financial systems, integrated applications, and real-time decision-making. Customer-centric strategies focus on satisfaction, loyalty, and productivity through workflows and mobile-friendly solutions.
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MikeWorldWide Launches Everywhere, A New Influencer & Social Agency Everywhere aims to redefine how creator partnerships are built and how social and branded content break through to meet audiences where and when it matters most.
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Raise Brings Leading Gift Card Platform to Europe with United Kingdom Expansion For businesses, Raise’s B2B API Solution offers a seamless way for businesses to integrate with the industry’s leading digital card distribution and payment platform, bringing the full power of Raise’s loyalty and payment ecosystem to any program or platform.
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Snowflake Expands Capabilities for Enterprises to Deliver Trustworthy AI into Production With Snowflake’s latest innovations, developers can effortlessly build conversational apps for structured and unstructured data with high accuracy, efficiently run batch large language model (LLM) inference for natural language processing (NLP) pipelines, and train custom models with GPU-powered containers — all with built-in governance, access controls, observability, and safety guardrails to help ensure AI security and trust remain at the forefront.
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SAS partners with power players in the retail media industry With end-to-end retail media advertising capabilities, both onsite, offsite, and in-store for personalization, targeting, and monetization features, combined with a CDP for precise audience segmentation, media retailers unlock unparalleled potential in their digital marketing endeavors by working with SAS’ retail media ecosystem.
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IAG’s Hangar 51 Accelerator 2024 Takes Off with New Cohort of Startups This year’s cohort of startups will focus on sustainability, customer experience, and operational efficiency.
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Reward acquires Hospitality Data Insights (HDI) Reward, a global leader in Customer Engagement and Commerce Media, announced the acquisition of Hospitality Data Insights (HDI), a prominent UK-based data insights company and trusted partner. This acquisition is set to further elevate Reward’s Commerce Media capabilities, driving enriched consumer insights for retail and bank partners worldwide.
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OneView and Annex Cloud Align to Enhance Loyalty at Every Point of Sale OneView Commerce and Annex Cloud announced their global partnership that aligns integrated loyalty offerings with a cloud-native point-of-sale experience.
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Reports, Research, Insights & Opinions:
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Deloitte: Holiday Travel Goes the Distance as Americans Plan More and Longer Trips Travellers are seeking out personalized, upgraded experiences, creating an opportunity for providers to drive loyalty this holiday season.
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Artificial Intelligence Market to Grow by USD 41.02 Billion (2024-2028) – Technavio Artificial Intelligence (AI) is revolutionising marketing by providing personalised experiences for consumers and enables product-driven marketing strategies by analysing customer data, including purchase history and browsing behaviour, to deliver customised recommendations.
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Survey Reveals Expected Surge in AI Budget Allocations Among Car Dealerships for 2025 A recent survey report titled “The 2025 State of AI Adoption in Car Dealerships” reveals a substantial commitment to integrating artificial intelligence (AI) in dealership operations. With an overwhelming 81% of dealerships expecting their AI budgets to rise in 2025, the automotive industry is on the cusp of a technological transformation aimed at enhancing operational efficiency and customer experience.
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Gamification Market to Grow by USD 43.09 Billion (2024-2028) – Technavio The Gamification Market is thriving, with businesses leveraging rewards and recognition to boost engagement and productivity. ROI is a key driver, with services including consulting and implementation delivering significant value. Telecom and SAP segments lead the way, utilizing gamification systems to enhance customer experience and innovation.
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Most US shoppers are encountering generative AI while shopping without realizing it A Bain & Company survey of 700 online shoppers in the US found that 71% of consumers say they are not aware of having used generative AI in their online shopping, even though most have recently shopped with retailers where they are likely to have encountered it. Despite low awareness, customers are optimistic about the impact of generative AI, with roughly half seeing the significant or transformative potential and many willing to provide personal data for better-personalised recommendations.
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2025 Trend Report by RocketTravel by Agoda A recent trend report published by Rocket Travel by Agoda provides practical strategies to help travel brands go beyond merely boosting membership figures, focusing on building distinctive programs that foster lasting customer loyalty.
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Jobs & Careers:
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Crypto.com is hiring: Senior/ Product Manager (Loyalty) Location: Hong Kong, Hong Kong SAR – Click inside to apply.
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Bose is hiring: Manager Loyalty Location: Framingham, MA, USA – Click inside to apply.
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TJX Europe is hiring: Loyalty Manager Location: Watford, England, United Kingdom – Click inside to apply.
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Malaysia Airlines is hiring: Senior Executive, Eastern Region International Marketing & Digital Location: Hong Kong, Hong Kong SAR – Click inside to apply.
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DICK’S Sporting Goods is hiring: Loyalty Strategist Location: Coraopolis, PA, USA – Click inside to apply.
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