Innovation
Leading Hotels of the World to Launch First Comprehensive Advisor Program
 
Leading Hotels of the World is creating its first travel advisor program, new CEO Shannon Knapp told TravelPulse. Knapp, who was named CEO in October after serving as interim CEO since April, said she wants “our entire organization to help advisors be heroes to their clients.”  So LHW is putting together an engagement program to strengthen the relationship. The program, which is slated to be available in late 2020 or early 2021, will include education, data, insights, customer information and a loyalty piece.
 
AT&T and Deloitte to Explore the Future of Learning with 5G
 
Due to an agreement between AT&T and Deloitte, 5G network connectivity and edge computing services are coming to Deloitte University (DU). Deloitte University, a leadership and learning center located in Westlake, Texas, has programs focused on leadership development. These programs often incorporate and rely on cutting-edge technology. AT&T will add its 5G and Multi-access Edge Compute (MEC) technology to Deloitte University, starting early in 2020. The updated communications platform will allow DU to explore new technologies and innovations to enhance experiential learning programs.
 
Rite Aid to Launch New Online and Mobile Solution
 
Drugstore retailer Rite Aid has noted that its marketing strategy will change dramatically. “We are rapidly modernizing our digital and omnichannel consumer engagement infrastructure, as a key part of that strategy,” COO Jim Peters said on the company’s recent earnings call. “We are going to give consumers what they want, when they want it, regardless of where they are.” This includes a plan for digital personalization, reducing reliance on printed circulars and reviewing its customer loyalty program, he said. Rite Aid will launch a new online and mobile solution, which Peters said will personalize and streamline the consumer experience.
 
 
Customer Experience
David’s Bridal Announces Appointment of Company’s First Chief Digital Experience Officer
 
David's Bridal recently announced the promotion of Lizzy Ellingson to Chief Digital Experience Officer. In the newly created role, she will lead the digital transformation of the brand. Ellingson, who will report to Kelly Cook, David's Bridal's Chief Marketing Officer, will support the company’s effort to create a best in class experience for its customers. Guided by Ellingson, the digital experience team will launch new to market planning tools, AI capabilities, and website optimizations.
 
 
Loyalty / Rewards Programs
Citi and American Air Cancel Trips, Seize Points for Rewards Abuse
 
American Airlines has joined partner Citigroup to cancel reward trips and seize miles of customers who take advantage of their loyalty program by opening multiple accounts. A major issue is something that long has been prohibited – opening numerous accounts with American’s loyalty program, AAdvantage, using a fake name and email address and then accepting an offer from Citigroup to apply for the airline’s credit card. Those online promotions often come with rewards of as many as 70,000 miles.

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