All you need to know this week about loyalty & CX: KLM• AirAsia • Spirit • Etihad • Ethiopian Airlines • Air India • Qantas • Emirates • Air Astana • Air Lingus • Iberia • Malaysia Airlines • Marriott • IHG • Four Seasons • Hilton • Accor • GHA • Ziraat Bank • Domino's Pizza • Pokeworks • Mastercard • Plusgrade • Fullpath • BNB Chain • Glia • qualtrics • Loyalty Reports • Loyalty Jobs & Careers
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GLOAirlines, Alliances & Airports:
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KLM expands intercontinental network with three new destinations KLM is expanding its intercontinental network with new services between Amsterdam and San Diego (US), Georgetown (Guyana) and Hyderabad (India). From 8 May 2025, KLM will operate three weekly direct flights on the Amsterdam-San Diego route, making this the 22nd direct KLM connection between Amsterdam and North America.
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Introducing Maharaja Club, Air India’s loyalty programme in an all-new avatar With Club Vistara merging into Flying Returns, Air India’s loyalty programme dons an all-new avatar, Maharaja Club bringing you the best of both worlds while offering unparalleled privileges and exclusive benefits. Rest assured; all existing Flying Returns benefits will be maintained.
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QANTAS SUPERCHARGES FREQUENT FLYER PROGRAM FOR KIWIS IN MAJOR EXPANSION Qantas is making it easier for Kiwis to boost their points balance and book their next holiday, faster than ever before, with the expansion of the Qantas Frequent Flyer program in New Zealand.
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Spirit Airlines Issues Open Letter to All Spirit Guests The company reached out to its loyalty program members to assure them that they can use all tickets, credits and loyalty points as normal and continue to benefit from Free Spirit loyalty program.
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AirAsia X expands its horizons to Africa with maiden flight to Nairobi AirAsia X (AAX) recorded a historic milestone in its growing network expansion with the launch of its inaugural direct flight from Kuala Lumpur, Malaysia to Nairobi, Kenya – marking its first foray into East Africa.
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AirAsia’s inaugural flight from Kuala Lumpur to Sri Vijaya Puram (formerly known as Port Blair), the Capital of the Andaman and Nicobar Islands, landed at Veer Savarkar International Airport this morning, marking the start of six flights weekly linking both capital cities.
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American Airlines is ready to welcome nearly 8.3 million customers for Thanksgiving travel American Airlines is ready for the Thanksgiving holiday and expects to welcome nearly 8.3 million customers across more than 77,000 flights. This comes on the heels of a strong fall travel season, when the airline canceled the fewest flights in the industry during October.
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Ethiopian Airlines Achieves the Four-Star Global Airline Award Ethiopian Airlines, Africa’s leading aviation group, is pleased to announce its recognition as the recipient of the Four-Star Global Airline award at the 2025 APEX Passenger Choice Awards.
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Ethiopian Airlines wins Business Traveller Best African Airline Award 2024 Ethiopian Airlines Group, one of the fastest-growing global airline brand and the continent’s leading airline, is pleased to announce that it has been crowned as the ‘Best African Airline’ at Business Traveler Awards 2024 for the 5th consecutive year at an event held in London.
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Air Astana opens Almaty business lounge The lounge is exclusively available to Air Astana business class passengers and eligible Nomad Club loyalty members departing on the airline’s international flights.
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Iberia Receives APEX 5-Star Award for Customer Service Iberia received the prestigious APEX- Five Stars Global Airline 2025 award in recognition of the excellence of the service offered to customers. This award is given by the Airline Passenger Experience Association, one of the most prestigious aviation organisations in the world, responsible for evaluating the quality of passenger service provided by airlines.
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Something BIG is coming – Etihad prepares for landmark network announcement Etihad Airways is gearing up for one of its most ambitious projects ever, as it prepares to go BIG, unveiling ten new destinations on a single day.
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Etihad Airways celebrates first anniversary of Terminal A operations at Zayed International Airport Etihad Airways, the national airline of the United Arab Emirates, celebrates a year of remarkable growth and achievement at its home in Terminal A, Zayed International Airport. Since the full transition to the new terminal in November 2023, the airline has significantly expanded its operations from 1,336 weekly flights to 1,732, and connects Abu Dhabi to more than 80 destinations worldwide through its extensive network.
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Aer Lingus, the Irish flag carrier, is introducing new membership benefits for AerClub members flying with American Airlines and British Airways. This means that AerClub members, dependent on tier status, will enjoy exclusive day-of-travel benefits when flying on any of the three airlines, offering a more seamless global travel experience.
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Guaranteed Cheaper Together with SNAP! (Flight+Hotel) Packages on AirAsia MOVE Always cheaper together! Asia’s leading travel booking app, AirAsia MOVE is here to redefine your travel planning with SNAP! (Flight+Hotel) packages, making travel more affordable than ever.
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flynas, the leading low-cost airline in the world and the best LCC in the Middle East, announced launching three weekly direct flights between Prince Muhammed bin Abdulaziz International Airport in Madinah and Sphinx Airport in Cairo, increasing frequency of its flights to the Egyptian capital, in line with flynas growth and expansion plan and parallel with the national goals in the aviation sector.
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Ultra-low fare carrier Frontier Airlines is announcing 16 new routes launching in February and March 2025 across 21 airports, connecting consumers with ultra-low cost travel options to top destinations across the United States and the Caribbean. To celebrate, America’s Greenest Airline is offering fares as low as $19*.
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Gulf Air receives APEX Five Star Global Airline Award Gulf Air, the national carrier of the Kingdom of Bahrain, has been awarded the prestigious APEX Five Star Global Airline award. The award was presented to Gulf Air Group Chief Executive Officer Mr. Jeffrey Goh by the Airline Passenger Experience Association (APEX), during the Future Travel Experience event held in Singapore from November 18-20, 2024.
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Great food and Gratitude – Thanksgiving in the skies with Emirates To celebrate the season of gratitude, Emirates will be offering Thanksgiving food, drinks and entertainment on flights to and from Dubai and USA, between the 23-30 of November. Traditional festive fare will also be served in the lounges of Dubai, Boston, New York, Los Angeles, and San Francisco.
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Etihad Airways calls for memories over merchandise this White Friday Etihad Airways has revealed its White Friday advertising campaign, taking a bold departure from traditional promotions at this time of year.
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New York City FC and Etihad Airways Announce Etihad Park New York City FC and Etihad Airways announced today that New York City’s first-ever soccer-specific stadium will be officially named Etihad Park. The 20-year agreement will see Etihad Airways retain the exclusive naming rights for New York City FC’s stadium being built in Willets Point, Queens.
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Malaysia Airlines Launches MH Young Explorers Club in Celebration of World Children’s Day In celebration of World Children’s Day, Malaysia Airlines is delighted to announce the launch of the MH Young Explorers Club, a new initiative offering young travellers aged 12 and below a collection of exclusive experiences and personalised services aimed at ensuring an exceptional journey with the airline.
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New subscription service enables Flying Blue members to automatically earn Miles monthly, starting from €28 per month. Members also enjoy guaranteed Miles deposits and better rates.
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Today Austrian Airlines opens its new lounge areas at the G-Gates in the non-Schengen area at Vienna Airport on Level 3, offering the best service, culinary delights and privacy for lounge guests with a fresh design concept.
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Hotels & Hospitality:
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Unlock the Hidden Charms of China with the All-New Suite Time Offer by Four Seasons China Collection Discover the captivating landscapes of China, from the bustling cityscapes of Beijing and Guangzhou to the tranquil beauty of Hangzhou and Suzhou, with the new Four Seasons Suite Time offer. As Greater China continues to welcome global explorers, Four Seasons is inspiring journeys filled with cultural discovery, luxurious comfort, and unforgettable experiences – whether traveling with family, friends, or close ones.
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Curated collection of seasonal holiday cards and photo gifts with stylish winter pop-ups to capture holiday memories
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Hyatt Hotels Corporation today announced the opening of Hyatt Centric Malta, marking the exciting debut of the Hyatt Centric brand in Malta. As the seventh Hyatt Centric in Europe, this expansion reflects Hyatt’s accelerated brand presence in countries bordering the Mediterranean, with a portfolio spanning 13 different brands and over 80 properties.
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Hyatt to Add Hotel La Compañía del Valle, an Art and Wellness House, in Panama Hyatt Hotels Corporation and Shebandowan Holdings, S.A. today announced plans for Hotel La Compañía del Valle in Valle de Anton, Panamá, slated to open in early 2025. Located approximately 50 miles west of its sister hotel, Hotel La Compañía in Casco Antiguo, this new thought-provoking hotel will allow guests and World of Hyatt members to explore a new destination in central Panamá surrounded by biodiversity, mountains, and lush landscape.
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Anantara Hotels & Resorts, the luxury hospitality brand for modern travellers, received two accolades at the elegant 18th edition of the Ultimate Luxury Travel Related Awards (ULTRAs), voted for by the 28 million members of the GHA DISCOVERY loyalty programme. The awards ceremony took place at The State Apartments and The Orangery, Kensington Palace.
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Marriott International, Inc. (NASDAQ: MAR) reached a significant milestone in Japan today with the opening of its 100th property in Japan – Four Points Flex by Sheraton Osaka Umeda. This event also marks the inaugural debut of the Four Points Flex by Sheraton brand in Asia Pacific excluding China alongside global investment firm KKR, underscoring Marriott’s continued commitment to the midscale segment.
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Four Seasons Hotel New York Ushers in a New Era of Elevated Luxury in Midtown Manhattan Four Seasons Hotel New York, IM Pei’s majestic Art Deco masterpiece in Midtown Manhattan, reopens its doors today, welcoming back guests from around the world and around the corner with warmth and care.
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World of Hyatt and Headspace Launch New Series to Help Travelers Find A Good Night’s Sleep Hyatt’s award-winning loyalty program, World of Hyatt, in collaboration with Headspace, the world’s most accessible and comprehensive mental health platform, today debuts a new exclusive video series, Headspace’s Science Behind Sleep, presented by World of Hyatt, extending care for guests and members by providing access to expert and science-backed tips on how to get better sleep while traveling.
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The Leading Hotels of the World will present a global celebration of artistry, craftsmanship, and the intersection of design and hospitality with the launch of their first-ever coffee-table guidebook, Design: The Leading Hotels of the World. Over 45 member hotels worldwide will host bespoke activations, exclusive guest experiences, and creative content that explores the profound role design plays in shaping extraordinary journeys.
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Marriott Bonvoy announces unrivaled Cyber Week Sale With 7,000 participating properties across its portfolio, the sale is the perfect time for members to give the gift of travel. Members Can Also Pay It Forward, With Marriott Bonvoy Matching Five Points For Every One Point Donated to Supported Charities This Holiday Season.
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Minor Hotels, an international hotel owner, operator and investor with more than 550 hotels in 56 countries in Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe and the Americas, announces the upcoming addition to its portfolio in Africa – Anantara Stanley & Livingstone Victoria Falls Hotel. A debut for both Minor Hotels and Anantara Hotels & Resorts in Zimbabwe.
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Pullman Hotels & Resorts, the flagship premium hotel brand of Accor, has created an innovative concept room to meet the blended needs of today’s travellers. ‘The Transforming Room’ is a high-spec, high-tech space designed to be a place to work, meet, socialise, work-out, relax and sleep. The Transforming Room is the culmination of two years of research on consumer behaviour, business traveller needs and design innovation.
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IHG® Hotels & Resorts, one of the world’s leading hotel companies, has signed a management agreement with Aaraki Hotels & Resorts to develop Holiday Inn Resort Dharamshala. The latest signing underscores IHG’s commitment to expand its footprint across key leisure destinations in India. Scheduled to open in Q3 2027, the new hotel will add 150 keys to IHG’s growing presence in the region.
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This winter, guests of the award-winning Four Seasons Hotel One Dalton Street, Boston have the opportunity to cozy up during their visit with an exclusive selection of Canada Goose apparel. A renowned designer of luxury performance wear, guests will enjoy access to a Canada Goose Closet, where they can “shop” best-in-class winter apparel to enjoy complimentary throughout their Hotel stay, allowing them to explore the city’s winterscape in stylish comfort.
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Signing with Olive by Embassy marks the category‑disrupting brand’s debut in Asia Pacific and is poised to rapidly accelerate Hilton’s growth in South Asia
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Fairmont Breakers Opens in Downtowna Long Beach, California Fairmont Hotels & Resorts, part of world-leading hospitality group Accor, in partnership with Long Beach-based investment and development group Pacific6, today announced the opening of Fairmont Breakers Long Beach. Nestled in the heart of downtown Long Beach, the landmark hotel debuts after a multi-million-dollar transformation, blending historic grandeur with contemporary luxury.
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Café Ginori provides an immersive journey into the joy of Italy at select St. Regis properties around the world, creating the ultimate House of Celebration
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Introducing R FINDS: a global marketplace featuring over 175 locally-sourced treasures from neighborhoods across 20 countries; created to empower creative economies, encourage travelers to embrace the art of discovery, and elevate the stories of over 175+ small businesses around the globe
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Your Dream Stay, Now on Sale: IHG Hotels & Resorts Cyber Sale Deals Are Here for a Limited Time As part of Cyber festivities, IHG is participating in Giving Tuesday, matching member donations up to 10 million IHG One Rewards Points in support of Action Against Hunger.
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Hilton and American Campus Communities Team Up to Make College Life Even More Rewarding American Campus Communities residents will soon be able to unlock exclusive Hilton Honors benefits
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Hilton Expands Resorts Portfolio with New Signings in Premier Mediterranean Destinations New franchise agreements in Greece, Portugal and Croatia underscore Hilton’s commitment to growth in Europe’s resorts market
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Iconic Las Vegas resort enhances guestroom, meetings and convention and culinary offerings for leisure and convention guests
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This honour is determined through an extensive voting process involving passionate travel enthusiasts and recognises our steadfast commitment to excellence, innovation, and exceptional service. This accolade acknowledges Malaysia’s exceptional tourism offerings, diverse culture, and commitment to enhancing the travel experience for tourists.
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Retail, E-commerce, F&B, Healthcare:
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DPC Dash – Domino’s Pizza China Celebrates the Grand Opening of its 1,000th Store in China DPC Dash’s digital initiatives continue to drive customer engagement, attracting new customers by dynamically engaging them through multiple online channels. As of September 30, 2024, the total number of loyalty program members reached 21.7 million.
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Pokeworks Debuts Upgraded Rewards Program Launched on November 13, the upgraded program enables guests to earn points and redeem delicious rewards much more quickly. Now, guests can redeem rewards starting at only 30 points (previously 99 points).
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GYMetaverse, the innovative team behind the successful Live4Well Genesis NFT collection, is disrupting the rewards landscape with the launch of its upgraded VIV PASS program. This groundbreaking “move-to-earn” ecosystem incentivizes healthy habits, transforming sweat equity into tangible rewards.
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Transport, Fuel Retail & Mobility:
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Gubagoo and Fullpath Unveil Curator, the First Unified Intelligence Engine for Automotive Retailers Curator brings together every type of data across a dealership and normalizes, cleanses, and deduplicates it, creating a single unique view of every customer.
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Payments, Finance, Property & Insurance:
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FETCH Secures Global Partnership with Accor Hotels FETCH’s unified guest experience technology will now introduce a ground-breaking innovation. Accor guests can seamlessly earn and redeem their ALL – AccorLive Limitless loyalty points on Food and Beverage expenditures, providing an unparalleled incentive to choose and stay at any Accor hotel globally.
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Wema Bank rewards customers with 5 for 5 promo season 4 monthly draw 5 for 5 Promo, is Wema Bank’s reward initiative launched in 2021 as a dedicated avenue to reward customer loyalty. Over 3 seasons, the initiative has disbursed N153.3 million to its customers across the six geopolitical zones of Nigeria; and with Season 4, the Bank raised the stakes significantly with a N135,000,000 cash prize slated for this season alone.
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Points4Purpose Inc. Launches CommunityRewards™ in the Miami Market Points4Purpose Inc. is an innovative financial technology company based in the New York City and Miami markets, with a mission to deliver seamless, automated loyalty rewards solutions that provides customers cashback and an easy way to donate to charities.
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Ziraat Bank and Mastercard Launch Bankkart Campaign Featuring Messi Ziraat Bank is taking its collaboration with Mastercard to the next level by bringing world football icon Lionel Messi onto the field as part of a strong partnership for the Bankkart campaign. Through this collaboration, Ziraat Bank aims to offer its customers not only financial services but also unique and innovative experiences.
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BNB Chain Expands Tokenization Offering; Launches NFT Loyalty Program Solution For Businesses This accessible, no-code platform empowers businesses to create NFT-based loyalty programs with ease, offering a powerful way to engage customers through tradable, collectible rewards.
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Loyalty Technology, Solutions & Consulting:
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Raise Launches Mobile App for Consumers Raise, the leader in gift card innovation, today announced its expansion into Canada, marking its second significant international milestone, following the successful launch in the United Kingdom earlier this month.
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Factor4 Partners with InComm to Deliver Fully Integrated Gift Card Solutions Factor4, the leading provider of gift and loyalty solutions is proud to announce its full integration with InComm, a global leader in innovative payment technologies. This partnership empowers businesses to enhance their brand visibility and drive revenue growth through seamless, scalable gift card offerings both in-store and online.
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Whoosh Expands Industry Leading Platform to Deliver Full Activity Management Whoosh, Inc. is excited to announce the expansion of its industry-leading platform, now offering advanced tools designed for public facilities with time-constrained bookings, loyalty and membership programs, and enhanced point-of-sale (POS) integration.
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These upgrades are set to improve customer acquisition, retention, conversion, and data insights, driving operational efficiency and supporting smarter business decisions.
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The company demonstrates 351% revenue growth, underscoring commitment to continuous service innovation. This dynamic growth is powered by Glia’s Unified Interaction Management (UIM) technology that is reimagining how financial services companies interact with their customers in today’s always-on, digital-first world.
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Netcore Cloud to Turbocharge Generative AI Capabilities with Google Cloud Netcore Cloud, a global leader in MarTech and customer engagement solutions, has announced the expansion of its partnership with Google Cloud to elevate its product discovery, AI-powered search, merchandising and customer engagement marketing platforms.
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Qualtrics Named a Leader in Customer Feedback Management Platforms Qualtrics, the leader and creator of the experience management (XM) category announced it had been named a Leader in The Forrester Wave™: Customer Feedback Management Solutions, Q4 2024. This report evaluated nine service providers across a range of criteria covering Current Offering and Strategy.
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To meet growing demand for multicultural marketing expertise, Refuel Agency has launched Influyente, a new agency specializing in precision-targeted campaigns that authentically engage diverse consumer segments.
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Loyalty Juggernaut Expands Patent Portfolio with AI-Powered Fraud Prevention Technology Fraud in loyalty programs is a significant concern, with a recent Ernst & Young study estimating annual losses to exceed $1 billion (‘Unmasking Loyalty Scheme Fraud,’ June 2024). “This new patent exemplifies our commitment to delivering cutting-edge technology solutions that address the loyalty industry’s most critical challenges,” said Shyam Shah, CEO and Co-founder of Loyalty Juggernaut.
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Stirista Empowers Marketers with Newly Launched API Marketing Suite On-demand data suite drives elevated marketing results through enhanced attribution, retargeting and measurement.
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NICE CLUB ONE Sees 150% Membership Surge in 2024 First-of-its-kind customer loyalty program redefines CX leadership and innovation through unique community engagement and career growth opportunities
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Reports, Research, Insights & Opinions:
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Zendesk 2025 CX Trends Report: Human-Centric AI Drives Loyalty As consumer expectations continue to rise, businesses that integrate AI with a focus on empathy and personalization are gaining a strong advantage, building trust, and boosting customer retention.
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Litmus Reveals Marketer and Consumer Perspectives on Relevant, Timely Email Topics While marketers report struggling with basic personalization due to resource constraints, technical expertise and data challenges, there’s a generational opportunity being missed: 57% of Gen Z and 55% of millennials consider personalization “extremely” or “very important,” compared to just 25% of baby boomers.
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Revolutionizing Branding: Kim D. Rozdeba Launches LOYALNOMICS™: The Power of Branding Navigating the crowded marketplace is challenging, given its numerous communication channels and platforms. Rozdeba leverages over 30 years of branding, marketing, and communications experience to provide actionable insights, real-world examples, extensive research, and clear strategies.
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Vonage Survey Reveals Increased Acceptance of AI in Customer Support Seventy percent (70%) of respondents believe that AI has improved self-service customer support, and nearly two thirds (60%) agree AI has made interactions with brands more efficient. More than half (51%) are comfortable with AI personalizing support experiences based on previous text or chat inputs.
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HAVAS’ Meaningful Brands™ launches special report on the B2B brand boom “Decoding B2B’s Brand Boom,” exploring how brand reputation has become a critical growth driver in B2B sectors, the shift toward an integrated “always-on” marketing approach, and the impact of brand on financial performance and customer engagement in today’s evolving digital landscape.
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Jobs & Careers:
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Boots UK is hiring: Assistant Loyalty Proposition Manager, Advantage Card Location: Nottingham, England, United Kingdom. Click inside to apply.
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Mastercard is hiring: Manager, Program Management, Loyalty Solutions Location: Wan Chai District, Hong Kong SAR. Click inside to apply.
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JetBlue is hiring: Senior Loyalty Marketing Specialist Location: New York, United States. Click inside to apply.
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