The Loyalty NewswireJanuary 13, 2025

This week’s Customer Loyalty and Digital Marketing News

From the Editor

The historically devastating fires continue to burn in the Los Angeles area of the United States. Seeing the devastation wrought by these fires, it seemed a petty work to be creating a summary of global news, but we have to keep moving and we are all better off by being informed.

Here is this week’s news roundup. There are some exceptional items included here and please stay in touch with us as we are only 3 weeks away from the Loyalty Summit CXM. Of course, word on whether this event will be impacted by the fires will come first from FT Events, but as the premier media partner, we will answer questions as we are able.

Our best to everyone in this wonderful industry. Stay. Loyal. Always.

Managing Editor, The Wise Marketer

Global News Roundup

Mark Your Calendars – The First CLMP™ Workshop in Riyadh is Here!

Join The Loyalty Academy and Quick Brown Fox Consulting for the inaugural Certified Loyalty Marketing Professional™ (CLMP) workshop in Riyadh 20-22 January 2025. This is the first workshop in KSA and is made possible by valued partner resal and The Loyalty Academy. This workshop goes beyond certification – it’s your gateway to the region’s largest and fastest-growing loyalty community.

Whether you’re a seasoned pro or new to the loyalty landscape, this event offers you the chance to:

Obtain the prestigious CLMP™ certification.
Engage with top-tier loyalty education led by industry leaders.
Connect with peers driving loyalty innovation.
Contribute to shaping the future of loyalty in the region.

Secure your spot now

Delta Earnings Report Highlights Additions to SkyMIles and FFP Monetization in the Future

Delta Air Lines, Inc. (DAL) held its Q4 2024 Earnings Call in early January 2025. CEO Ed Bastian reported that the Delta team delivered a strong close to the year, both operationally and financially. Delta reported a December quarter pre-tax profit of $1.6 billion, with earnings per share of $1.85 at the top-end of guidance on record revenue and outstanding operational performance.

The management team cited improvements to its SkyMiles FFP including introduction of Delta Concierge, Delta Sync, free Wi-FI for SkyMiles members and a new partnership with Uber. New partnerships may lead to further monetization of SkyMiles, though Ed Bastian emphasized “The more valuable item in my mind is, how we’re growing the value of a SkyMiles membership and wanting our customers to continue to demonstrate an even greater amount of loyalty to Delta as part of that, giving them more reason to be flying Delta than ever before in every step of the journey.”

Capillary Technologies Expands Partnership with Adobe

Capillary Technologies announced the expansion of its strategic partnership with Adobe as an official Adobe Technology Partner for the Adobe Experience Cloud. By integrating Capillary’s loyalty platform with Adobe Experience Cloud, mutual customers can incorporate loyalty events and activities seamlessly within their Adobe ecosystem.

Aneesh Reddy, CEO of Capillary Technologies, shared on this announcement, “We are excited to join the Adobe ecosystem, combining our deep loyalty expertise with Adobe’s powerful marketing capabilities. As the loyalty landscape evolves beyond traditional points programs to data-driven, personalized experiences, this partnership enables global enterprises to seamlessly orchestrate sophisticated loyalty strategies within their Adobe marketing stack.”

CRMC Webinar Series Jan 29: Bath & Body Works “Driving Success & Impact Through Customer & Associate Advocacy”

The CRMC Webinar series is kicking off on January 29, 1pm ET with a great topic and presenters you don’t want to miss. Join Simone Pace—Head of Brand & Customer Strategy at Bath & Body Works—and Sean Claessen—Chief Strategy Officer at Bond—to discuss the path Bath & Body Works has taken to have customers shape the loyalty they feel from the brand they love.

A relentless sense of reciprocity, clear-eyed execution, and a strong sense of customer desire governs all decisions about the program, and larger customer engagement and loyalty experience. This type of loyalty appeals to all senses, makes sense to customers, and makes dollars and cents differences for the brand. If you want to kick off 2025 with inspiration to inform your own customer strategy, register here and join in the conversation.

New Book Published by Cristina Ziliani

Many of you know Cristina Ziliani, PhD, Professor of Marketing at the University of Parma, Italy and the scientific director of the Osservatorio Fedeltà UniPR. Celebrating 25 years of experience in research, consulting and teaching within the Osservatorio Fedeltà UniPR (Loyalty Observatory), Cristina and her co-author have published “Loyalty Management”, a unique research-based, practice-oriented text.

The new book is intended to guide marketers, business leaders and postgraduate students through the changes in marketing thought and practice of loyalty management – including omnichannel, AI and sustainability – as well as offering practical guidance on the skills and capabilities that companies need if they want to be successful at delivering essential, loyalty-driving customer experiences. You can review the table of contents and grab your own copy of this book here.

Probability Probably Doesn’t Exist – New report From Scientific American Stuns Data Scientists

The title of this article alone captured our attention, but we assure you there is substance here, way more than a click-bait title. The article starts off by posturing “All of statistics and much of science depends on probability—an astonishing achievement, considering no one’s really sure what it is.”

For those of us who develop strategy based on data and create models using assumptions grounded in statistical analysis, this is a must-read article. This is a rabbit hole worth exploring. Quote “Any numerical probability, whether in a scientific paper, as part of weather forecasts, predicting the outcome of a sports competition or quantifying a health risk, is not an objective property of the world, but a construction based on personal or collective judgements and (often doubtful) assumptions. Furthermore, in most circumstances, it is not even estimating some underlying ‘true’ quantity. Probability, indeed, can only rarely be said to ‘exist’ at all.”

What’s a consumer’s privacy worth? About $20.

This article from Reuters says that “Twenty bucks might get you a pizza or half a tank of gas or a night at the movies. It might also be the price of your privacy.” The statement is made with reference to the terms of a proposed class action settlement where people who allegedly had their private conversations recorded without consent by Apple’s voice-activated Siri assistant stand to receive up to $20 per device.

The modest payout is in line with at least eight other data privacy cases – a reflection of the wider challenges plaintiffs face in winning damages for amorphous privacy-related harms. As you navigate your own data protection policies, this is valuable information to take into account.

Gear up for Loyalty Summit CXM February 5-6 in Los Angeles

Phil Rubin says that Loyalty is stuck and the agenda organized for Loyalty Summit CXM will go a long way to get it “unstuck” and ready for the future. A significant set of customer-focused leaders will join in the same room for two days – Presidents, CMOs and other C-level executives and more from leading global brands.

As you plan your early 2025 agenda, be sure to put Loyalty Summit CXM on your calendar. All the information you need to register is here. Wise Marketer is a media partner for the event. See you there!

Paytronix publishes 2025 Trend Predictions Report

Paytronix has released its 2025 Trends and Predictions report and says the restaurant and convenience store trends in this report are more than predictions—they’re a glimpse into the strategies shaping tomorrow’s success stories.

From gamified loyalty programs that make every interaction feel like a reward, to AI-powered personalization that anticipates what guests want before they even ask, brands are leveraging first-party data, mobile-first platforms, and seamless integrations to create powerful moments that drive loyalty, engagement, and revenue. Download the report as it should be useful as you plan your 2025 strategy.

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