Global Loyalty Organisation Podcast

• Smiles Programme evolution • Future growth strategy: acquisitions and partnerships and building an ecosystem • Rewards Exchange: the points exchange powered by blockchain • Use of technologies & big data • Gamification • 3 personal questions.

DH's Middle Eastern presence and expansion • Where do you see Deutsche Hospitality in 3-5 years? What is your strategy for the Middle East? • change of ownership, launch of H Rewards and becoming a loyalty programme with 200m members overnight • Future expansion plans for H Rewards • Partnerships • Use of technologies & big data • How does the H Rewards programme differentiate itself • On sustainability

EmCan Launch - biggest challenges & advice to companies looking to launch loyalty programs • EmCan approach to building partnerships and an ecosystem • On expanding the program outside of the UAE • What differentiates EmCan in MENA • Vision for EmCan in the next 3-5 years • If you had 1 million points, How would you spend 1 million EmCan points • What loyalty feature or service would you invent if you had a magic wand • Advice to your younger self.

Key takeaways from GLO-hosted loyalty session with Dr. Nejib Ben-Khedher, Emirates, Ben Lipsey of Air France - KLM, Gerald Schloegl of Lufthansa/Miles & More, Bruce Lahood from Mastercard, Mark Potter from Etihad and Ricky Horwitz of Allianz Insurance discussing loyalty strategies in 2024 and beyond.

On EmCan Loyalty • EmCan “perfect customer” • Main goal and motivation behind the launch of the EmCan • EmCan solution provider, technologies used and key features • EmCan program structure, tiers and benefits • Which personalisation, gamification, or other CX features you have implemented?

Radisson history and revamping the Radisson Rewards loyalty program • On “Brand architecture” - 9 brands and a single loyalty program • On Lifestyle brand, local experiences & green mobility strategy • On personalisation • On synergies between sustainability and loyalty programs • On the biggest opportunities and challenges for Radisson Rewards in 2024 • 3 personal Questions.

DH's Middle Eastern presence and expansion • Where do you see Deutsche Hospitality in 3-5 years? What is your strategy for the Middle East? • change of ownership, launch of H Rewards and becoming a loyalty programme with 200m members overnight • Future expansion plans for H Rewards • Partnerships • Use of technologies & big data • How does the H Rewards programme differentiate itself • On sustainability

On market recovery and challenges & opportunities in 23/24 • Being part of Global Hotel Alliance and Discovery Dollar Programme • Piloting Discovery Dollars new earn & burn feature • Minor Hotels' sustainability efforts and being part of Green Collection • Digitalisation, AI implementation and personalisation • Characteristics of UAE and Middle Eastern travel markets • One prediction for 2024 and • 3 personal questions.

What new technologies do you expect to emerge in 3-5 years? • On 'blesure' • On trends in developed vs. emerging markets • What opportunities and challenges do you see in 2024? • What is the DNA of Visa? What is the differentiating part of Visa's proposition? What do you provide to deepen relationships & reach? • What would be your advice to younger self? • What co-brand cards are in your wallet? • What technology would you add if you had a magic wand? • How would you spend 1'000'000 points?

On "new economy" players (e-commerce, e-mobility, and experiences) launching loyalty programs & co-branded cards and trends in the coming 2-3 years • What do consumers expect from the co-brand loyalty proposition? What benefits are a must for the program to succeed? • What customer behaviour do you expect in 2024 and during a recession? • Do brands re-adjust programs once in 2 years or more frequently? • What are you seeing at Visa on innovations & where do you expect the sector to be in 3-5 years?