Although the gaming and hospitality industry has good intentions to drive guest loyalty (94% consider driving guest loyalty as a top priority), it falls short in acknowledging that updating and integrating the martech stack is the key to smooth operations (only 21% include modernization of tech stack as an area of focus for digital initiatives).
Our Advice
Critical Insight
Unlocking the digital value of a loyalty program is restricted by the technology stack in place. Without establishing the right loyalty management solution, the organization will be unable to break through the digital loyalty transformation barrier, missing the mark on differentiation and sustainment.
Impact and Result
A well-prepared loyalty management platform selection will mitigate digital initiative risks. Implement a strategic loyalty management selection process by:
- Distinguishing between core, advanced, and strategic loyalty functionalities and assessing each functionality’s support of your loyalty program value chains.
- Examining and determining the deployment architecture that aligns with the organization and loyalty program objectives.
- Analyzing the vendor landscape, focusing in on those vendors that support your designed deployment architecture and satisfy current functionality and gaps.
Select and Implement a Loyalty Program Platform Solution
Choose a system that aligns with the business’ strategic digital goals and opportunities.
Analyst Perspective
Breaking through the digital loyalty transformation barrier.
In the previous report, Info-Tech’s Optimize Your Loyalty Program Through A Digital Strategy, we leveraged Info-Tech’s Digital Business Strategy to develop a digital loyalty strategy that identifies what aspects of the program to transform, technologies to embrace, processes to automate, and new growth strategies to create.
With digital loyalty initiatives in place, a loyalty program platform analysis must be the next step toward a digital loyalty program because establishing a proper loyalty management solution selection is the critical enabler that will veritably drive digital loyalty transformation.
In this report, we offer a strategic loyalty management selection process that will allow the organization to determine how loyalty functions support the value chains, what deployment approach to select, and what vendors are in the market.
![]() |
Monica Pagtalunan
Research Specialist, Gaming & Hospitality Info-Tech Research Group |
Where does a Loyalty Platform System sit in the Marketing Tech Stack?
Casino Management System
- Property Management System - Point-of-Sale System |
Customer Relationship Management | Loyalty Management Platform |
Player Host Tool | Customer Data Platform |
Operational industry systems that hold and feed guest data to the rest of the marketing tech stack. | Software that consists of applications designed to automate and manage the customer lifecycle. | Software that lets you create, launch, manage, and track your loyalty program. | Software that is designed to manage the customer lifecycle on the casino floor. | Software that enables a unified customer profile for marketing purposes. |
The tech stack must be ready for digital guest loyalty
The CX programs of the future will be holistic, predictive, precise and clearly tied to business outcomes. Evidence suggests that the advantages will be substantial for companies that start building the capabilities, talent, and organizational structure needed for this transition.” McKinsey, 24 February 2021.
|
The industry acknowledges the need to change...94%IT departments that consider driving guest loyalty as a top priority (Hospitality Technology , 2021)...but has little intention to change.21%Include modernization of tech stack integration as an area of focus for organization’s digital initiatives. (Adobe, 2021) |
Your loyalty management solution will critically enable digital transformation
Unlocking the digital value of a loyalty program is restricted by the technology stack in place. Without establishing the right loyalty management solution, the organization will be unable to break through the digital loyalty transformation barrier, missing the mark on differentiation, and even sustainment.A successful solution will result in the following:
Visit Info-Tech’s Build a Business-Aligned IT Strategy Blueprint Visit Info-Tech’s Define Your Digital Business Strategy Blueprint |
![]() |
Unlocking the digital value of a loyalty program is restricted by the technology stack in place. Establishing a proper loyalty management solution selection is the critical enabler that will veritably drive digital loyalty transformation.
Understand the different components necessary to develop a guest-centric, unified, and agile enterprise loyalty program architecture
![]() |
IT’s Role in Enhancing the Organization’s Loyalty Program1 – Digital Loyalty Program Opportunities
Focus of Report
3 – Data and Integration Strategy
|
https://architect.salesforce.com/design/architectu...
https://architect.salesforce.com/design/architectu...
A loyalty program’s objective should be focused on making the guest’s experience as seamless as possible, while enabling the organization to keep record of services consumed
Determine whether your current loyalty management solution can support your digital goals and initiatives
Sample Data: Integrated Resort X elicited a goals cascade to identify the organizational goals, initiatives, and capabilities, mapped back to IT goals, initiatives, capabilities.A Well-Prepared Loyalty Management Platform Selection Will Mitigate Digital Initiative Risks
To mitigate risks, a loyalty program management solution must support its digital initiatives through the enablement of two overarching systems:
|
A poor platform selection may result in risks:
|
Info-Tech’s Methodology for a Strategic Loyalty Management Selection Process
Phase Steps | 1. Determine Loyalty Functional Support for Loyalty Value Chains | 2. Adopt the Right Deployment Approach | 3. Evaluate the Loyalty System Vendor Landscape |
Phase Outcomes | Determine whether stakeholders are experiencing challenges with functionality, the impact on the business, and the tasks that can be accomplished to establish current state gaps. | Examine and determine the deployment approach that aligns with the organization and loyalty program objectives. | Analyze the vendor landscape, focusing in on those vendors that support your designed deployment approach and satisfy current functionality and gaps. |
Determine what value your loyalty program creates
Value streams and value chains connect business goals to the organization’s value realization activities. They enable an organization to create and capture value in the marketplace by engaging in a set of interconnected activities. Loyalty programs create value by attracting, entertaining/servicing, and retaining guests (Value Stream) through the following loyalty program management and operation processes and activities (Value Chains):
Different types of value your organization creates
|
Value Streams
Value Chains
Each value chain has a stakeholder associated with it. This is the primary stakeholder that seeks to gain value from that value chain |
Analyzing Loyalty Program Value Chain Components
Collection of data on guests (such as needs, wants, and habits) to segment and build profiles, and to activate the customer experience. | The creation of loyalty schemes for the guest's lifetime journey based on guest data and profiles. Examples of schemes include perks, gamified loyalty, earn and burn promotions, etc. | The creation and coordination of exclusive events and experiences for high-value loyalty program members. | Development of loyalty program rules and ensuring the transparency and clarification required by members. This also involves the administrative tasks involved for promotions and incentives. | Management of partnership relations and contracts, specifically loyalty terms, point blocks, billing, accrual templates, and distributed ledger management. | |
![]() |
|||||
![]() |
|||||
Involves enrollment and registration to expand membership. This process focuses on creating awareness while making the registration and onboarding steps as easy as possible. | Executes loyalty schemes in the guest lifetime journey through promotion recommendations, personalized rewards, etc. This process focuses on what promotions and incentives the guest sees and how they see them. | Refers to the concept of front-line employees knowing your members and being able to provide personalized service. | Allows for the accrual and visibility of points after enrolling or taking advantage of promotions and incentives, as well as the redemption of intangible and tangible rewards. The function assesses and keeps track of points based on tier classes, and point and voucher expirations, etc. | Track and analyze member behaviors based on their transactional and non-transactional activities such as bet tracking, rollover tracking, and non-gaming purchases. |
Measure the value of your loyalty management solution based on the individual processes it supports
Processes |
![]() |
Objective |
![]() |
KPI Metrics |
Loyalty Program Management
Guest Profile Management Loyalty Scheme Management Loyalty Event Management Partner Management Loyalty Administration |
Accessibility and ability to successfully use data to segment out and identify accurate guest profiles (Profile/Segmentation Quality). Based on guest profiles, flexibility and agility to design and develop loyalty schemes that engage the right customers. The ease of developing, designing and coordinating loyalty events for high value members. Ability to successfully management partnerships through collaboration as well as the number of partners engaged with and their contribution rate. Ability to maintain a flexible rules engine that allows for a complex network of rules and tiers with the goal of providing transparency to guests. |
Loyalty Program Management
Customer Acquisition Cost, Usage, Time Spent Customer Lifetime Value, Active Engagement Ratio, Reward Redemption Rate, Customer Churn Rate, Reward Liability Rate Conversion Rate, Transaction Accuracy, Average Basket Size Engagement Ratio, Revenue Increase, Number of partners, number of partner-related schemes, sales volume, gross margins via partners Customer Satisfaction Score – Survey Feedback (Education of Limitations), Customer Retention Rate, First Time Resolution Rate |
||
Loyalty Program Operations
Enrollment Promotions and Incentives Member Service Integration Transaction Processing Behavior Tracking and Analysis |
Guest attraction to loyalty program and from there, usability and user-friendliness for guests to enroll in a loyalty program. Right guest, right time, right message, right channel. Ability for front-line staff to successfully support and service members Ability to distribute Points, Rewards and Perks to the appropriate guests with speed. Ability to track and analyze loyalty program member behavior. |
Loyalty Program Operations
Enrollment Rate, Customer Acquisition Rate, Click-Through Rate, Conversion Rate, Customer Attention, Frequency Customer Lifetime Value, Active Engagement Ratio, Reward Redemption Rate, Customer Churn Rate, Reward Liability Rate Customer Lifetime Value, Customer Churn Rate, Customer Satisfaction Transaction Accuracy, Conversion Rate, Usability, Point Scoring Customer Acquisition Cost, Customer Lifetime Value, Sentimental Analysis |
Calculating KPI metrics
KPI Metric | Definition | Calculation |
Customer Acquisition Cost | Cost of winning a customer to purchase a product or service | (Cost of Sales + Cost of Marketing) / New Customers Acquired |
Customer Lifetime Value | Total worth to a business of a customer over the whole period of their relationship | Average Value of Sale X Number of Transactions x Retention Time Period |
Active Engagement Rate | Percentage of customers who are “active” in the program. For example, referring friends, redeeming rewards, etc. | Number of active members / Number of total program members |
Reward Redemption Rate | Measure of how many points are being redeemed by members to see whether the program is engaging enough | Number of points spent on rewards / number of points issued |
Customer Churn Rate | Rate at which customers leave the loyalty program | (Members at beginning of period - members at end of period) / Users at beginning of period |
Reward Liability Rate | Cost to your company of the redemption of all outstanding loyalty points | Outstanding Points x Cost Per Point x Redemption Rate |
Conversion Rate | Percentage of customers that convert to loyalty program members | Number of visitors that converted / total number of visitors |
Average Basket Size | Average amount spent by your loyalty members in one transaction | Total value of transactions / number of transactions or sales |
Enrollment Rate | Percentage of customers that enroll in your loyalty program | Number of program members / total number of customers |
Click-Through Rate | Percentage of people who click your loyalty program advertisements | Number of clicks that your ad receives / number of times your ad is shown |
Select and Implement a Loyalty Program Platform Solution
Phase 1
Determine Loyalty Functional Support for Loyalty Value Chains
Phase 1
Determine Loyalty Functional Support for Loyalty Value Chains |
Phase 2
Adopt the Right Deployment approach |
Phase 3
Evaluate the Loyalty System Vendor Landscape |
Phase Description:
Distinguish between core, advanced, and strategic loyalty functionalities and assess each functionality’s support of your loyalty program value chains and potential gaps by determining:- Tasks that can be accomplished
- Impact on the business
- End-user and guest challenges
What is a loyalty management solution?
Key features that let you create, launch, manage, and track your loyalty program
Use Info-Tech’s loyalty management framework to navigate the modules between core and strategic
Core loyalty functions involve features that allow for the simplification of operations and support of the loyalty program.
Advanced loyalty functionality builds on the core to further enable loyalty program operations and functions, while providing a clear sense of self-service and control for the end-user.
Strategic modules support organizational objectives, enables competitive advantage, and optimizes the player experience.
Key Loyalty Solution Features
Feature: | What we looked for: |
Member Profile Management | The function is the ‘control center’ to capture, manage, and track the organization’s loyalty member population. |
Rules Administration | The function to define, access, and monitor various rules and housekeeping items for the loyalty program. |
Partnership Management | The function to enable loyalty partnerships including products, rewards, and marketing management. |
Content Management | The function to create, support, and publish content on all necessary channels. |
Loyalty Marketing | The function to create, configure, and deploy loyalty scheme and campaign content such as promotions, offers, contests, surveys, and so on. |
Rewards Catalog | The function to create and systemize rewards for the organization’s loyalty members to redeem. |
Member Segmentation | The function to slice-and-dice members into segmentations for targeted loyalty schemes and rewards based on loyalty member profile information. |
Personalization Engine | The function to curate and tailor the member experience including automating loyalty marketing efforts and recommendations. |
Reporting and Analytics | The function to provide access to data and analytical insights for the purpose of decision-making and program optimization. |
Integration | The function to control data integration between the loyalty program and third-party applications and systems. |
Further analyze the framework by assessing its support for the value chains
Business agility is essential to stay competitive and to develop resilience to changing market conditions. Therefore, the application portfolio - especially the loyalty management solution - must sufficiently support business needs through functional flexibility and efficiency.
Adopting a value chain-based approach to assessing the loyalty management solution will enable IT and business units to identify opportunities, including:
- Task Automation - Automate tasks through the strategic selection and implementation of loyalty management system features.
- Cross-System Ability - Integrate applications with the loyalty management system that have cross-capability implications.
- Feature Rationale - Rationalize the loyalty management system features and the need.
- Value Confidence - Eliminate redundant or legacy applications and features that don’t deliver enough value.
- Friction Identification - Identify areas of customer and employee experience friction and potential areas of ROI drivers.
- Change Management Focal Areas - Focus organizational change management efforts.
In the subsequent slides, each value chain impacted by the loyalty management software will illustrate potential challenges based on a system’s availability to support each value chains’ processes.
Member Profile Management
The function is the ‘control center’ to capture, manage, and track the organization’s loyalty member population.
What tasks can I complete?
|
How does it impact my business?
|
What are potential end-user or customer challenges?
|
Capabilities of each feature
Challenges a type internal and external user would experience
What kinds of things can I do?
What value chain does it impact? And how?
Rules Administration
The function to define, access, and monitor various rules and housekeeping items for the loyalty program.
What tasks can I complete?
| How does it impact my business?
| What are potential end-user or customer challenges?
|
Capabilities of each feature
Challenges a type internal and external user would experience
What kinds of things can I do?
What value chain does it impact? And how?
Partnership Management
The function to enable loyalty partnerships including products, rewards, and marketing management.
What tasks can I complete?
| How does it impact my business?
| What are potential end-user or customer challenges?
|
Capabilities of each feature
Challenges a type internal and external user would experience
What kinds of things can I do?
What value chain does it impact? And how?
Rewards Catalog
The function to create and systemize rewards for the organization’s loyalty members to redeem.
What tasks can I complete?
| How does it impact my business?
| What are potential end-user or customer challenges?
|
Capabilities of each feature
Challenges a type internal and external user would experience
What kinds of things can I do?
What value chain does it impact? And how?
Content Management
The function to create, support, and publish content on all necessary channels.
What tasks can I complete?
| How does it impact my business?
| What are potential end-user or customer challenges?
|
Capabilities of each feature
Challenges a type internal and external user would experience
What kinds of things can I do?
What value chain does it impact? And how?
Loyalty Marketing
The function to create, configure, and deploy loyalty scheme and campaign content such as promotions, offers, contests, surveys, and so on.
What tasks can I complete?
| How does it impact my business?
| What are potential end-user or customer challenges?
|
Capabilities of each feature
Challenges a type internal and external user would experience
What kinds of things can I do?
What value chain does it impact? And how?
Member Segmentation
The function to slice-and-dice members into segmentations for targeted loyalty schemes and rewards based on loyalty member profile information.
What tasks can I complete?
| How does it impact my business?
| What are potential end-user or customer challenges?
|
Personalization Engine
The function to curate and tailor the member experience including automating loyalty marketing efforts and recommendations.
What tasks can I complete?
| How does it impact my business?
| What are potential end-user or customer challenges?
|
Capabilities of each feature
Challenges a type internal and external user would experience
What kinds of things can I do?
What value chain does it impact? And how?
Reporting and Analytics
The function to provide access to data and analytical insights for the purpose of decision-making and program optimization.
What tasks can I complete?
| How does it impact my business?
| What are potential end-user or customer challenges?
|
Capabilities of each feature
Challenges a type internal and external user would experience
What kinds of things can I do?
What value chain does it impact? And how?
Integration
The function to control data integration between the loyalty program and third-party applications and systems.
What tasks can I complete?
| How does it impact my business?
| What are potential end-user or customer challenges?
|
Capabilities of each feature
Challenges a type internal and external user would experience
What kinds of things can I do?
What value chain does it impact? And how?
Select and Implement a Loyalty Program Platform Solution
Phase 2
Adopt the Right Deployment Approach
Phase 1 Determine Loyalty Functional Support for Loyalty Value Chains | Phase 2 Adopt the Right Deployment approach | Phase 3 Evaluate the Loyalty System Vendor Landscape |
Phase Description:
Examine and determine the deployment approach that aligns with the organization’s loyalty program vision, objectives, and initiatives. Deployment approaches include:
- CMS Module
- Off-the-Shelf
- CRM Module
- Homegrown
Consider what deployment approach aligns with your loyalty program
CMS MODULE | OFF-THE-SHELF | CRM MODULE | HOMEGROWN | |
ORDER OF MATURITY | ![]() |
|||
DEFINITION | A casino-specific point solution for guest loyalty management that is included either as a tablestake or add-on with the casino management system. | A ready-made (potentially generic) purpose-built solution that is available to all competitors and focuses on optimized loyalty mechanics. | A point solution for guest loyalty management that is loosely or tightly coupled with a CRM platform through add-ons or custom fields. As a module of a greater CRM ecosystem, the solution becomes focused on member data. | The organization builds their loyalty management platform in-house and it is tightly integrated into the data warehouse. |
BENEFITS |
|
|
|
|
DRAWBACKS |
|
|
|
|
Best-Fit Approach Depends on Several Considerations
Leverage these criteria to rationalize the deployment strategy for your loyalty management solution: | Resource and Capacity
In-house resources and capacity such as skills and access to IT teams. |
|
Cross-System Ability
The extent of integration the loyalty program will need as decided by the organization. |
Cost Model
Consider the cost model preference of the organization: Capex vs. Opex. |
Scalability
The extent to which the deployment model will allow the organization to scale up as demand changes. |
Current Architecture
Consider the current limitations and preferences of the organization based on existing architecture. |
Data Governance
The extent to which the deployment model will allow the organization to govern their own data based on data and sovereignty requirements. |
Functionality
The breadth and depth of capabilities needed depending on how complex the organization wishes the loyalty program to be. |
Organizations are leaning toward vendor-based solutions over a homegrown platform
There are pros and cons to both third-party vendors and homegrown solutions. Survey results, however, demonstrate a higher satisfaction rate with vendors. Although there is a higher satisfaction rate, your organization will need to choose your technology wisely by selecting a trusted vendor that can support your strategic digital objectives and initiatives.
49%Percentage of respondents whose loyalty program is managed by in-house technology and are satisfied with their loyalty program. | 63%Percentage of respondents whose loyalty program is managed by a loyalty technology solution vendor and are satisfied with their loyalty program. | 21%Percentage of respondents who want to run the program in-house. | 44%Percentage of respondents who want a third-party technology for their loyalty program. |
(Antavo, 2022)
Regardless of the deployment approach, organizations should reduce IT dependencyLow-code and no-code (LCNC) is key to digital transformationOrganizations must use this push to reduce dependency on the IT department, which will introduce self-reliance and intuitiveness while creating productivity and efficiency. A LCNC loyalty solution will provide the following benefits:
|
44%Surveyed organizations that contain a marketing department that relies on IT to manage the loyalty program. (Antavo, 2022.) 37%Organizations that see improved productivity, automated manual processes, and streamlined workflows from LCNC (TechRepublic, 2021.) Visit Info-Tech’s Satisfy Digital End Users With Low- and No-Code Blueprint |
Select and Implement a Loyalty Program Platform Solution
Phase 3
Evaluate the Loyalty Solution Vendor Landscape
Phase 1 Determine Loyalty Functional Support for Loyalty Value Chains | Phase 2 Adopt the Right Deployment approach | Phase 3 Evaluate the Loyalty System Vendor Landscape |
Phase Description:
Analyze the vendor landscape, focusing in on those vendors that support your designated deployment approach and satisfy current and future functionality requirements and potential gaps. Vendors in scope include:
- Microsoft
- Salesforce
- AIMIA
- Cendyn
- Cheetah Digital
- House Advantage
- iReckonu
- Oracle
Key Loyalty Solution Players
Info-Tech identified 8 platforms applicable to the use case.
CMS VENDORS
|
CRM VENDORS
In-Scope |
OFF-THE-SHELF VENDORS
In-Scope |
The Core Operational Systems’ Role in Loyalty
- Any vendor you choose will need to be integrated with your major operational systems (CMS, PMS, POS).
- The loyalty management solution will become the integration layer that supports the transfer of guest data across this landscape of systems.
- Since the CMS, PMS, and POS are core source systems for loyalty transactions and touchpoints, evaluate your operational systems and determine if there are any gaps to enable loyalty.
Vendor QuadrantThis quadrant is an unbiased overview of the landscape. The results are based on the expert opinion of the analyst, and detailed secondary research.LegendVendor Functionality
Vendor Footprint
|
![]() |
![]() |
Vendor NameSalesforce |
HeadquartersCA, USA |
Employees10,001+ |
PresenceNYSE:CRM |
Deployment approachCRM |
Loyalty Marketing Product Highlights |
Pricing information is not publicly available. |
Strengths | Areas for Improvement | Vendor Strategy |
|
|
|
![]() | Vendor NameMicrosoft | HeadquartersWA, USA | Employees10,001+ | PresenceNASDAQ:MSFT | Deployment approachCRM |
Dynamic 365 Product Highlights | Pricing information is not publicly available. |
Strengths | Areas for Improvement | Vendor Strategy |
|
|
|
![]() | Vendor NameCendyn | HeadquartersFL, USA | Employees501-1,000 | PresencePrivate | Deployment approachOff-the-Shelf |
eLoyalty Product Highlights | Pricing information is not publicly available. |
Strengths | Areas for Improvement | Vendor Strategy |
|
|
|
![]() | Vendor NameHouse Advantage | HeadquartersNV, USA | Employees51-200 | PresencePrivate | Deployment approachOff-the-Shelf |
Halo Loyalty Product Highlights | Pricing information is not publicly available. |
Strengths | Areas for Improvement | Vendor Strategy |
|
|
|
![]() | Vendor NameOracle | HeadquartersTX, USA | Employees10,001+ | PresenceNYSE:ORCL | Deployment approachOff-the-Shelf |
CrowdTwist Product Highlights | Pricing information is not publicly available. |
Strengths | Areas for Improvement | Vendor Strategy |
|
|
|
![]() | Vendor NameiReckonu | HeadquartersNH, NL | Employees51-200 | PresencePrivate | Deployment approachOff-the-Shelf |
iReckonu Product Highlights | Pricing information is not publicly available. |
Strengths | Areas for Improvement | Vendor Strategy |
|
|
|
![]() | Vendor NameAIMIA | HeadquartersON, CA | Employees501-1,000 | PresenceTSE: AIM | Deployment approachOff-the-Shelf |
Kognitiv Product Highlights | Pricing information is not publicly available. |
Strengths | Areas for Improvement | Vendor Strategy |
|
|
|
![]() | Vendor NameCheetah Digital | HeadquartersIL, USA | Employees1,001-5,000 | PresencePrivate | Deployment approachOff-the-Shelf |
Cheetah Loyalty Product Highlights | Pricing information is not publicly available. |
Strengths | Areas for Improvement | Vendor Strategy |
|
|
|
Accelerate Your Software Selection Project
Use Info-Tech’s Resources and Tools to get started with your vendor selection
Related Info-Tech Research
![]() |
![]() |
![]() |
Optimize Your Loyalty Program Through A Digital Strategy | Integrated Casino Industry Reference Architecture | Define Your Digital Business Strategy |
|
|
|
Research Contributors and Experts
ANONYMOUS
|
ANONYMOUS
|
ANONYMOUS
|
ANONYMOUS
|
ANONYMOUS
|
|
Bibliography
“2021 Digital Trends: Travel & Hospitality in Focus” Adobe, 2021.
“5 Must Have Features of Customer Loyalty Software For Any Business” Systrix IT, n.d.
“Build Loyalty With Every Guest: eLoyalty” Cendyn, n.d.
“Cheetah Loyalty Marketing Console Users Guide” Cheetah Loyalty, n.d.
“Cheetah Loyalty Solution: Loyalty Management” Cheetah Digital, 2019.
“Common Pitfalls of Loyalty Program Design” Bond Brand Loyalty, HubSpot. 2017.
“Custom software vs. Off the shelf: the pros & cons” csg, n.d.
“Customer experience: Creating value through transforming customer journeys” McKinsey, 2016.
“Customer Loyalty Management Software 2022: Ultimate Guide” Cuspera, 2022.
Diebner, Rachel et al., “Prediction: The future of CX” McKinsey, 24 February 2021.
“Essential Guide to Modern Loyalty Programs” Cheetah Loyalty, 2022.
“Global Customer Loyalty Report 2022” Antavo, 2022. PDF.
“How to evaluate in-house loyalty programs” Upside, 2021.
“Introducing Loyalty Management: Nurture relationships and create lasting loyalty on the world’s #1 CRM” Salesforce, n.d. .
“Is it time to rethink loyalty programs? KPMG, 2016.
“Is Your Tech Stack Ready For The Modern Consumer?” Formation, 2022.
“Kognitiv Loyalty Resources: Application Reference Guide” Kognitiv, n.d.
Bibliography
“Lodging Technology Study 2021: Reimagining Hospitality” Hospitality Technology, 2021.
“Loyalty 3.0 platform” Kearney, n.d.
“Loyalty Management Reference Guide” Salesforce, n.d.
“Microsoft Dynamic 365: Loyalty” Microsoft, 2022.
“Opportunities for Hospitality” Kognitiv, n.d.
“Oracle CrowdTwist Cloud Service Service Descriptions” Oracle, 2020.
“Oracle CrowdTwist Help Center” Oracle, n.d.
“Put your guests at the heart of your hotel” iReckonu, n.d.
“Salesforce Introduces Loyalty Management to Help Drive More Meaningful Customer Loyalty Experiences” Salesforce, 2021.
“synapse Info Sheet” Bond Brand Loyalty, HubSpot, n.d.
“The Best Loyalty Program for the Gaming Industry” Halo Loyalty, n.d.
“The Buyer’s Guide to Omnichannel Loyalty” Cheetah Loyalty, 2022.
“The future of casino marke4ting strategy is digital plus data” BizAcuity, 2022.
“Travel & Hospitality Loyalty Management Capability Map” Salesforce, n.d.
“Travel & Hospitality Loyalty Management Solution Architecture” Salesforce, n.d.
Bibliography
Banasik, Katarzyna. “10 Key Features of the Top Loyalty Management Software” Netguru, 2021.
Breuer, Ralph. “What matters in customer-experience transformations” McKinsey, 2019.
Dorotic, Matilda. “When Partners in Your Loyalty Program Hurt Your Business” Norwegian Business School, 2020.
Escobar, Michal. “Cendyn and Avvio Partner to Power Loyalty for Roomzzz Aparthotels” Hospitality Technology, 2021.
Escobar, Michal. “Coco Collection Selects Cendyn to Power Their CRM and Loyalty Programs” Hospitality Technology, 2021.
Greene, Ryan. “Is Your CX stack Smart Enough for the Omnichannel World” ActionIQ, n.d.
Hanifin, Bill. “How Partnerships Can Help Your Brand Drive Customer Loyalty in the Digital Era” The Wise Marketer, 2021.
Maechier, Nicolas. “From touchpoints to journeys: Seeing the world as customers do” McKinsey, 2016.
Mhatre, Saurabh. “Loyalty Management Software Guide: Choosing an LMS in 2022” fabric, 2022.
Sedzielewski, Mike. “Must-have Features of a Loyalty Management Software” Voucherify, 2018.
Tierney, Jim. “Looking for the Right Loyalty Management Software? Here are 8 Questions to Ask.” Clarus Commerce, 2019.
Wachsman, Melanie Wolkoff. “Survey: Low-code and no-code platform usage increases.” TechRepublic, 2021. Web.