More than 70% of fans want ongoing communication during the off-season, including behind-the-scenes content and personal stories from players. Meanwhile, 82% currently use social media to follow their teams, though many expressed interest in richer, exclusive content through direct messaging and mobile apps.

Many described current engagement as transactional and impersonal, with nearly half feeling like “just a number.” Affordability also emerged as a major barrier — 61% of fans overall said rising costs of subscriptions, tickets, and merchandise are pricing them out of the game.

Driven by a desire to better understand evolving fan needs and explore how technology can reshape sports engagement, the study highlights a significant opportunity for clubs to boost loyalty and fan satisfaction through digital innovation and personalized communication.

Zeid Shubailat, Director at Infobip MENA, said: “Fans across the GCC are seeking a deeper, two-way relationship with their teams that keeps them engaged year-round, not just during major tournaments or match days. The region’s sports scene is rapidly evolving; Saudi Arabia, for example, has invested over $6 billion in its sports industry as part of Vision 2030, resulting in the rise of the football league and significant international sponsorships. Top-tier global racing competitions has also seen tremendous growth, with races now hosted in Saudi Arabia, Bahrain, Qatar, and the UAE, drawing global attention and participation. With advanced technologies like Conversational AI Gamification, sports organizations can deliver highly personalized, real-time fan experiences that foster loyalty and boost participation. Infobip’s AI-driven chatbots on platforms such as WhatsApp empower fans to instantly ask questions, access exclusive content, and receive updates 24/7, helping clubs and leagues across the GCC build stronger, more connected communities.”

Infobip’s platform empowers teams to deliver this next-generation engagement — from real-time match alerts and early ticket sales to seamless personalized support. The result: stronger fan relationships, increased merchandise sales, higher viewership, and new revenue streams.

Infobip is already transforming fan engagement for major sports organizations worldwide. For the MoneyGram Haas F1 Team, Infobip deploys AI-powered chatbots and messaging platforms like WhatsApp to offer real-time interaction, including the upcoming ‘RaceMate’ AI companion and an interactive AI version of F1 driver Oliver Bearman that bring fans closer to the team. In the US, Infobip partners with the Los Angeles Chargers to enhance fan communication through Apple Messages for Business, delivering exclusive content and instant updates.

Read the survey here: https://www.infobip.com/downloads/sports-fan-engagement-report

These questions, and many more pieces of the hospitality industry’s talent puzzle, will be discussed at this year’s HSMAI Middle East & Africa Commercial Strategy Conference, taking place on 26-27 November at Conrad Dubai.

Jason Smith, Vice President Marketing Communications at HSMAI, will be decoding new talent dynamics with a deep dive into the HSMAI Foundation’s State of Talent Report 2024, authored by industry expert Dorothy Dowling, and reveal the biggest challenges facing the industry. The report will jumpstart one of the key content tracks at this year’s conference – human capital.

Structured around nine key trends, the annual report investigates issues such as the impact of the 65+ workforce, managing 4-generation talent pools, transforming employee engagement, leveraging AI for productivity, emotional wellness, cross functional teamwork, culture-defining leadership, and gig and fractional talent models.

“Significant developments and emerging shifts are impacting talent within hospitality. In this report, we shine a light on the implications for the industry’s recruitment and retention strategies. We dive into the trends influencing human capital, particularly in sales, marketing, and revenue optimization, and present actionable strategies for creating inclusive, dynamic and forward-thinking workplace environments”, said Jason Smith, Vice President Marketing Communications, HSMAI.

In the lead up to the conference we asked regional industry leaders about their human capital strategies and the opportunities and challenges they see when it comes to talent attraction and retention.

“In a business where people serve people, it is fundamental to lead with culture and understand what team members need to thrive,” said Marie-Louise Ek, Vice President Human Resources – Middle East & Africa, Hilton. “At Hilton, we are committed to building an inclusive workplace driven by purpose, that offers team members opportunities to grow and feel empowered. This requires curiosity, creativity, and the ability to connect every team member to our purpose. We know that every job makes the stay and happy and engaged team members drive our customer experience as well as benefit our owners and the communities where we operate.” Marie-Louise Ek will be hosting one of the Lightening Rounds at the conference titled: ‘Unlocking Successful Commercial Collaboration: The People-First Approach.’

“At Jumeirah we value our people as our greatest asset, fostering an inclusive and empowering workplace where every colleague feels valued and inspired. Committed to career growth, creativity and exceptional standards, we support team success, motivating our people to deliver outstanding service, contribute to communities, and grow as future leaders,” said Jaime Simpson, General Manager Jumeirah Mina Al Salam, who will be hosting a Lightening Round on ‘The Evolving Workplace’ at this year’s conference.

The comprehensive report concludes that the future of the hospitality industry will likely be a combination of advanced technology and the human touch, delivering exceptional experiences for customers and fostering a supportive work environment for employees.

“Now more than ever, sales professionals are looking for work/life balance, and culture is one of the most important deciding factors in choosing their next employer,” states Tammy Gillis, Sales Industry Expert in the report. “Many salespeople are tired of working on property and getting pulled into operations and want full-time remote or hybrid remote positions. They also value training, coaching, and support which the hotel industry does not consistently provide.”

These insights are among the key findings of BCG’s latest report, “Great Powers, Geopolitics, and the Future of Trade,” which analyzes trade and economic data from more than 150 countries. The report comprehensively analyzes how shifting global trade dynamics will impact regional and international commerce through 2033.

Strong Trade Growth Across Key GCC Corridors

The BCG report reveals a robust outlook for GCC trade, with total trade volume set to reach 2.3T USD by 2033. This growth is supported by significant expansion across multiple trade corridors, with China emerging as the largest growth market at 88B USD (5.7% CAGR), followed by Japan at 46B USD (9.4% CAGR). The analysis shows GCC’s non-hydrocarbon trade will grow by 3.5% annually, highlighting the region’s successful economic diversification efforts.

As global trade patterns shift, the GCC strengthens its position as a critical connector between East and West. This is evidenced by the broader transformation in global trade flows, where China’s trade with the Global South is set to increase by $1.25T and trade between developing nations is projected to grow by $673B through 2033. The GCC’s strategic location and expanding infrastructure position the region to capture value from these evolving trade dynamics.

Rami Rafih, Managing Director and Partner at BCG, said: “The reconfiguration of global trade flows presents a pivotal moment for the GCC. As trade routes transform, the region isn’t just a geographic intermediary but a central orchestrator of new patterns. The GCC’s deliberate investment in capabilities positions it to achieve greater success through developing proactive and risk-based options rather than defaulting to reactionary responses. The key is leveraging this foundation to shape emerging trade corridors, particularly as Global South commerce evolves.”

Global Trade Shifts Create New Opportunities

The report identifies major transformations across key trading regions that will reshape global commerce. While North America solidifies as a resilient trade bloc with US-Mexico trade increasing by $315B by 2033, ASEAN emerges as a significant beneficiary of global shifts with 3.7% annual trade growth. India’s trajectory is particularly notable, with total trade expected to reach $1.8T annually by 2033, driven by its increasing role as a global manufacturing hub.

The growing power of the Global South represents one of the most significant developments in global trade. Representing 18% of global GDP and 62% of the world’s population, these 133 developing nations are set to expand their trade significantly. Annual trade among Global South nations will grow by $673B over the next decade, while trade between the Global South and developed economies is projected to reach $1.67T annually by 2033.

To navigate these shifting trade dynamics and capitalize on emerging opportunities, BCG’s report outlines several key imperatives for business leaders in the region:

Key Recommendations for Business Leaders

• Develop resilient and transparent supply chains by diversifying sourcing strategies and deepening relationships with key suppliers across emerging trade corridors
• Build geopolitical capabilities to better anticipate and respond to changing trade dynamics, particularly in rapidly evolving markets across Asia and Africa
• Expand presence in growth markets, focusing on opportunities in India, China, and other emerging economies where GCC trade is projected to grow significantly
• Embrace smart nearshoring strategies that leverage the GCC’s strategic position between East and West trade routes
• Invest in regional differentiation as global trade fragments, adapting operations and technology to serve diverse market requirements

Cristian Rodriguez-Chiffelle, Partner and Director, Trade, Investment & Geopolitics at BCG, said: “For business leaders, navigating today’s complex trade landscape requires more than agile supply chains – it demands an insights-driven approach to geopolitical shifts. Success will come to those who cultivate deep market intelligence, develop robust scenario planning, and build a portfolio of strategic options, thus building a “geopolitical muscle.” While diversification improves resilience, the real opportunity lies in shaping new trading partnerships that bridge geopolitical divides, and extracts not only challenges but also opportunities arising from geopolitical events.”

In recent weeks, Bitcoin, the world’s most valuable cryptocurrency, has once again been making headlines for the impressive bull run that saw it surpassing US$100,000 for the first time ever. While this milestone is likely to draw further investment into digital assets, new data from Chainalysis suggests investors be conscious of the platforms they utilize, as through 2024, crypto hackers managed to steal US$2.2 billion worth of crypto.

This stolen amount represents a 21% year-on-year increase, and marks a fourth consecutive year in which criminals stole over US$1 billion in crypto. Interestingly, it was just 303 individual hacking incidents that resulted in these losses, highlighting the relatively high concentration of attacks, and the potential for significant losses through even single incidents.

Although DeFi still accounted for the largest share of stolen assets in the first quarter of 2024, centralized services were the most targeted in Q2 and Q3. Some of the most notable centralized service hacks include DMM Bitcoin (May 2024; US$305 million) and WazirX (July 2024; US$234.9 million).

“This shift in focus from DeFi to centralized services highlights the increasing importance of securing mechanisms commonly exploited in hacks, such as private keys,” said Eric Jardine, Cybercrimes Research Lead at Chainalysis. Private key compromises accounted for the largest share of stolen crypto in 2024, at 44%. “For centralized services, ensuring the security of private keys is critical, as they control access to users’ assets. Given that centralized exchanges manage substantial amounts of user funds, the impact of a private key compromise can be devastating.”

In the UAE, both Centralized and Decentralized services are popular, with the former accounting for 47% of the country’s crypto transaction share by volume between July 2023 and June 2024, and the latter accounting for 32% over the same period. “It’s important to recognize that hackers are constantly adapting their techniques, making robust security practices non-negotiable across virtual asset and financial service providers. Security also needs to be seen from the lens of being reactive to proactive, with providers focusing on identifying and addressing threats before they happen. At a very minimum, investors should prioritize using multi-factor authentication (MFA), regularly updating passwords, and storing their private keys securely offline. Additionally, choosing exchanges or platforms with robust security protocols and insurance coverage can provide an extra layer of protection. Fortunately, the UAE’s clear regulatory framework represents a significant step towards creating a more secure crypto ecosystem,” Jardine added.

Describing how a collaborative approach between the public and private sectors is essential to mitigate the growing threat of crypto hacks, Jardine said, “Data-sharing initiatives, advanced tracing tools, and targeted training can empower stakeholders to quickly identify and neutralize malicious actors while building the resilience needed to safeguard crypto assets. By fostering stronger partnerships with law enforcement and equipping teams with the resources and expertise to respond rapidly, the crypto industry can reinforce its defences against theft. Such efforts are not only critical for protecting individual assets, but also for building long-term trust and stability in the digital ecosystem.”

MVP Appliances, the largest supplier and sole distributor in the Emirates for high-end brands, including an expert in kitchen and home appliances is focused on the epitome of modern design and technological innovation. A lot of thought is going on behind the scenes to design the next generation of appliances in a way that will benefit both consumers and the environment in 2025.

Let’s dive into some of the key trends to enhance your cooking experience in 2025

1. Sustainable Practices:

Sustainable trends in kitchen appliances are becoming significantly more focused on sustainability as homeowners seek an eco-friendly lifestyle. By opting for energy-efficient appliances, which include refrigerators, ovens, and dishwashers, plus sustainable materials in the kitchen such as wood and recycled glass, homeowners feel they can contribute to a more sustainable and responsible lifestyle.

Low-impact cooking technologies, such as induction hobs, offer more energy-efficient cooking as these appliances tend to work faster and require less energy than cooking on gas or electric stoves.

Hydro-cleaning appliances are more water-efficient than would be necessary for scrubbing or cleaning them, as only a small amount of water required for the steam cleaning process is comparatively low. Modular kitchen appliances and fixtures that are multi-functional can help reduce the need for excess materials and make kitchen spaces breathable and more efficient.

Overall, recycled kitchen appliances contribute to a circular economy, extending their lifecycle. This approach not only benefits the environment but also drives innovation and creativity from both a brand and a consumer perspective. Furthermore, consumers get to make eco-friendly choices to show their participation in environmental responsibility, while still enjoying modern, well-equipped, and stylish kitchen appliances.

2. Smarter Technology, Smarter Cooking: 

Need more oat milk? Your fridge will let you know before you do. Say hello to appliances that are as connected as your smartphone. Some of the top features that contribute towards a smart appliance are health and safety features, which can enhance food safety with built-in thermometers to ensure that the meals are cooked at the right temperature. Smart overheat protection is also a commendable feature that prevents appliances such as microwaves and ovens from overheating by automatically shutting it off when overheating is detected. This energy-efficient appliance not only contributes to safety but also extends the lifespan of the appliances.

Induction cooking technologies are growing in popularity due to their speed, efficiency in energy consumption, and cost savings, helping consumers save on their resources.

High Tech Refrigerators are trending and are smarter than ever not just for the ease of use, but also to enhance a standard of living. Features like, touchscreens, inventory tracking, and BioFresh options help reduce wastage of food, check available items, and enhance convenience.

Wellness-focused appliances, such as Steam ovens, air fryers, Cold-press Juicers, and sous-vide machines which promote healthier cooking are in high demand as they support a balanced diet without having to compromise on the taste.

Together, these health-focused appliances make nutritious cooking accessible and convenient. They reflect a shift toward conscious, balanced eating and wellness-centered living, empowering users to enjoy healthier meals and make positive lifestyle choices right from their kitchen.

3. Designs and Aesthetics:

Kitchens are bidding farewell to the colourful era and welcoming minimalist, sleek, warm wood tones and warm terracotta hues. Appliances with sustainable materials such as recycled metals or eco-friendly coatings, are trending as consumers are understanding the importance of conscious living. Appliances in matte and pastel colours make a bold statement, allowing homeowners to add warmth into their kitchens. Every household has a willingness to experiment with their kitchen space, making it into a hub for gathering and cooking together and enjoying the whole experience while doing so.

Drawer appliances are gaining popularity due to their focus on space. These appliances are family-friendly as they can be installed at any height suitable for children, encouraging them to prepare their snacks or drinks and promoting self-service among young children. They also contribute to a sleek finish making it very appealing to the space and last but not least, the versatility in using these drawer appliances comes with multi-functionality, allowing a variety of uses in a single appliance and it also saves on the utility bills!

Designers are focusing on shaping the elements of the appliances in a way that is appealing to consumers with less space consumption and ease of use. In brief, design plays a vital role in kitchen appliances by blending technology, functionality, and visuals, making kitchen spaces more enjoyable and resourceful.

4. Food Processors:

Food processors are multi-functional appliances used for chopping, dicing, grating, etc. which are gaining more consumer attention as they support the preparation of a wide range of dishes from salads and sauces to dough and dips, saving time and money. They are extremely user-friendly with great featured controls and safety mechanisms that make them accessible to cooks and consumers of any skill level. Food processors also encourage healthy eating habits amongst households due to their ease of creating simple dressings, sauces, and healthy salads. They can also be timed and controlled through innovative features and embedded technology which function on pre-programmed settings and touch controls that help manage the whole process of preparing a meal.

The Global Payments Report 2024 marks BCG’s 22nd annual analysis of the global payments industry, emphasizing the need for decisive action in navigating a rapidly evolving landscape. The report aptly titled Fortune Favors the Bold highlights the importance of adapting to shifting customer expectations, heightened regulatory scrutiny, and technological disruptions. While growth is slowing globally, the UAE remains a bright spot in the region, continuing its high growth and innovation trajectory.

Globally, payments revenue growth is projected to slow significantly, with CAGR halving to 5% through 2028, resulting in a global payments revenue pool of $2.3 trillion. This marks a sharp decline from the 9% CAGR observed over the previous five years, which pushed the global revenue pool to $1.8 trillion in 2023. North America and Europe are expected to experience the most significant slowdowns, with projected annual revenue increases of just 3%. In contrast, regions like the Middle East, Latin America, and Asia-Pacific are forecasted to see higher growth, with the Middle East projected to grow at a 7% CAGR, driven by accelerating digital payments in emerging markets.

UAE Payments Sector Set for Continued Growth

The UAE’s payments sector has seen robust growth in recent years. From 2018 to 2023, the country’s payments revenue grew from $9.8 billion to $18.8 billion, with a CAGR of 13.8%. By 2028, the UAE is projected to reach $27.3 billion in revenues, marking a 45% increase over the next five years.

Transaction volumes in the UAE are also forecast to rise significantly, from 1.7 billion in 2023 to over 3.1 billion by 2028, representing a 78% increase. The shift from cash-based to digital payments, spurred by government initiatives and increased fintech adoption, continues to drive this expansion.

“The UAE’s payments landscape is reaching a critical inflection point,” says Lukasz Rey, Managing Director and Partner and Head of the Middle East Financial Institutions Practice at BCG. “As we move beyond the era of easy growth, the sector must pivot from pure expansion to sustainable profitability. Tech modernization is no longer optional – payment firms must upgrade their legacy systems to modular, scalable, cloud-ready architectures to reduce tech debt, improve unit economics, and adapt efficiently to evolving market demands. Early adopters already leverage generative AI to enhance customer service, strengthen fraud detection, and drive operational efficiency at scale. With intensifying global pressures and regulatory scrutiny, UAE companies that act decisively now – investing in modern tech stacks while strengthening their risk and compliance frameworks – will be best positioned to deliver the seamless experiences customers demand and the sustainable returns investors expect.”

New Strategies Needed as Payments Industry Faces Transformation

The global payments industry is at a turning point, requiring companies to shift from easy growth to bold, strategic approaches, and reporting highlights that digital payments are nearing maturity in critical markets like the U.S. and U.K., with less than 10% of transactions still in cash. Shareholder value creation has evolved, with buybacks and dividends making up over one-third of total returns. Instant payments are now standard in 60+ countries, while central bank digital currencies (CBDCs) are poised to disrupt the landscape. Generative AI is already cutting costs by up to 70% for early adopters, making modernization essential for staying competitive.

Future-Proofing UAE’s Payments Industry for Sustainable Success

As emerging technologies like generative AI, real-time payments, and digital currencies reshape the global payments landscape, the UAE remains well-positioned for long-term success through continued innovation and modernization.

“The growth momentum in the UAE payments sector is clear,” says Mohammad Khan, Managing Director and Partner at BCG. “With UAE transaction volumes expected to increase by 78%, reaching 3.1 billion by 2028, we’re witnessing one of the most dynamic markets globally. This growth brings both opportunities and challenges. While digital payments and emerging technologies like real-time transfers and digital currencies reshape the landscape, success will belong to those who effectively combine innovation with strong execution. Companies that strategically invest in their capabilities today while maintaining operational discipline will be the ones who capture this significant market opportunity.”

BCG’s findings show that GCC countries lead globally in citizen satisfaction with digital government services, reaching a net satisfaction score of 81%. GCC citizens also report using these services 22% more frequently than the global average, reflecting high engagement and a strong commitment from governments to deliver quality digital experiences. Notably, 76% of GCC citizens embrace AI-powered government services driven by virtual assistants and personalized solutions that enhance accessibility and efficiency. Additionally, 42% of GCC respondents expect services to perform at regional and global top-performer standards in 2024, underscoring citizens’ high expectations for public service quality.

“The citizens of the GCC are increasingly holding their governments to the same standards as major tech players, expecting rapid, innovative solutions that meet their needs efficiently and seamlessly,” said Rami Mourtada, Partner & Director of Digital Transformation, BCG. “GCC governments are delivering on these expectations by embracing a digital-first approach and moving at the pace with global emerging tech trends. With the transformative potential of Generative AI ahead, sustained investment and innovation will be crucial to maintaining their leadership in government services and meeting the evolving demands of the digital age. “

GCC Leads in AI Trust and Digital Satisfaction, Advancing GenAI-Driven Public Services

As global interest in GenAI expands, GCC emerges as a leader. As found in the report, citizens in the GCC exhibited a net trust of 71%, forty-nine percentage points higher than the global average, for their government use of AI in digital services. This leading level of trust has also been matched with substantial investments in AI and digital infrastructure across the region led by public initiatives. Leading this charge, Saudi Arabia’s National Strategy for Data and AI targets economic growth with a projected contribution of SAR500 billion ($133.3 billion) to GDP by 2030.  Similarly, Qatar is driving digital transformation through strategic collaborations with Qatar University and tech providers to upskill ICT professionals in AI, 5G, and cloud computing. Rounding out these advances the UAE’s Technology Innovation Institute has positioned itself as an AI leader by developing the open-source Falcon LLM, demonstrating the region’s technology capabilities in generative AI. These coordinated efforts across GCC combine public trust with strategic investments and technological advancement in AI.

With some of the highest global rates of GenAI usage, GCC citizens demonstrate a solid readiness to adopt AI-driven solutions in public services. Extensive investments by the UAE, Saudi Arabia, and Qatar have helped maintain high levels of satisfaction with digital services, which fosters confidence in government use of AI. This foundation of trust and strategic investment supports the GCC’s leading position in citizen satisfaction and presents an opportunity for the region to shape next-generation digital government services. As countries worldwide explore GenAI integration, the GCC stands poised to set new standards in AI-powered public service that adapts to evolving citizen needs.

“The GCC stands at a real and unprecedented opportunity,” said Dr. Lars Littig, Managing Director & Partner, BCG, and EMESA Leader of BCG’s Center for Digital Government. “Achieving a cohesive, government-wide digital evolution requires a strategic vision, solid governance, and effective coordination within and outside the public sector. In the GCC, governments are advancing data governance and responsible AI practices to build citizen trust, treating data as a national resource that fuels smarter policy decisions.”

Strategic Recommendations for GCC Governments

To sustain their digital transformation momentum and meet rising citizen expectations, BCG’s report outlines four strategic pillars to guide GCC governments toward enhanced digital services and effective AI integration:

1. Innovate Continuously– GCC governments should remain agile in developing new digital features and services to meet evolving citizen needs of technological advancements and seamless digital-first interactions.

2. Prioritize Usability– Addressing usability challenges and ensuring convenient, efficient touchpoints will maximize accessibility and satisfaction across digital services and foster a more inclusive digital ecosystem.

3. Accelerate AI and GenAI Adoption- Accelerate AI and GenAI Adoption – Deploy targeted AI applications in high-impact cases where citizens feel most comfortable, maximizing service quality and citizen engagement.

4. Focus on Trust-Building– Focus on Trust-Building – Establish robust data governance frameworks prioritizing privacy, security, and transparency in digital and AI-enabled services.

This approach addresses citizen concerns and positions GCC nations as leaders in responsible AI adoption, creating a balanced and forward-looking framework for digital governance.

The region’s success in digital government transformation highlights its commitment to delivering high-quality, accessible, and innovative public services. As GCC governments continue investing in digital infrastructure, they address current expectations and lay the foundation for sustained leadership in the global digital landscape.

In the competitive restaurant landscape of the UAE & KSA, leveraging loyalty programs can significantly boost customer spending, enhance retention, and drive growth. This article explores key strategies and the latest trends in loyalty programs tailored for the customers in the two countries.

The importance of Loyalty Programs

As the restaurant market flourishes, loyalty programs have become essential for building a dedicated customer base. These programs reward guests for returning and staying engaged with your brand, ultimately generating more revenue. The evolution from simple analog rewards to sophisticated, tech-driven systems mirrors the rapid development in consumer expectations in this region.

Historically, loyalty programs were basic, today they use technology and data analytics to deliver personalized and engaging experiences. In the restaurant industry, common loyalty program features include point-based systems, discounts, free items, and exclusive offers tailored to local tastes.

For instance, many popular UAE restaurants and cafes, like Açaí Spot’s loyalty program, enhance the dining experience by fostering community and rewarding repeat visits. Customers appreciate the straightforward 10% cash back on all purchases, which encourages regular patronage and makes them feel valued.

Additionally, loyalty members receive early access to new menu items, creating excitement around fresh offerings. To promote the program, the brand leverages in-store promotions, social media, and staff education to highlight its benefits effectively.

Recent research indicates that the loyalty market in Saudi Arabia has experienced a robust compound annual growth rate (CAGR) of 11.6% from 2019 to 2023. Looking ahead, the market is poised for continued expansion, with a projected CAGR of 8.5% from 2024 to 2028. This growth is expected to elevate the market’s value from approximately US$1.04 billion in 2023 to an impressive US$1.59 billion by 2028.

1. Key Statistics on Restaurant Loyalty Programs

Adoption Rates

The popularity of loyalty programs has surged in the region over the past decade, especially post-pandemic, as restaurants seek ways to re-engage with their customer base and drive sales. Recent trends show that restaurants in both countries are increasingly recognizing the advantages of these programs for customer retention and repeat business, which is part of a broader trend towards customer-centricity.

Customer Participation

Participation rates in loyalty programs are high across demographics in the region, especially among millennials.  In 2021 alone, 54.7% of millennials were active in restaurant loyalty programs, making them the largest user group. Millennials (24-39) are known for being digitally savvy and wanting personalized experiences, and they see huge value in their tailored rewards and offers. According to YouGov data, 27% of UAE consumers are loyalty program enthusiasts.

Impact on Revenue

Data shows that with each monetary transaction, users maximize their point earnings. Additionally, loyalty programs have a measurable impact on restaurant revenue. 

On average, loyalty program members generate 12-18% more incremental revenue growth annually than non-members. These stats prove these programs work not only to attract and retain key customer segments but can also increase the amount of dollars spent on your business’s menu items. 

These financial benefits show the importance of effective loyalty programs to drive growth and stay competitive in the restaurant industry. However, it is essential to explore the emerging trends shaping restaurant loyalty programs today to understand how these programs continue to evolve and adapt and how restaurants can fully take advantage of their benefits.

• Trends Shaping Restaurant Loyalty Programs

Personalization and Customization 

Personalization is a game-changer in the restaurant industry. Using data analytics, restaurants in the UAE can track customer behavior and preferences to offer targeted rewards.

For example: Açaí Spot’s loyalty program leverages customer data to tailor rewards and promotions, ensuring they resonate with individual preferences.

Personalized reward programs and offers are key to attracting and keeping customers. This curated approach enhances the customer experience, builds a stronger emotional connection with the brand and attracts repeat business and loyalty.

Technology Integration

Technology integration has revolutionized customer engagement with loyalty programs. The rise of mobile apps and digital platforms has simplified access and interaction, empowering customers to effortlessly track their rewards and receive tailored offers. These platforms facilitate a more convenient and streamlined connection with brands, enhancing the overall experience. Restaurants in both countries are increasingly embracing personalized, technology-driven solutions while exploring cashback options to deepen customer engagement.

The introduction of innovative programs by leading players underscores a competitive landscape dedicated to delivering exceptional value to consumers.

However, a seamless experience across multiple channels is also key to modern loyalty programs. Restaurants are now focusing on integrating online, mobile, and in-store interactions to create a cohesive customer experience.

For example, QR code scanning at checkout to accumulate points enhances customer interaction and satisfaction. This integration is crucial for restaurants in the UAE & KSA, where tech-savvy consumers expect such experiences.

• Future Directions of Loyalty Programs

As loyalty programs evolve, two main trends are shaping their future. On one hand, AI and machine learning will transform loyalty programs by delivering super personal experiences. On the other hand, sustainability and social responsibility are becoming increasingly important as consumers value ethical practices more and more.

• AI and Machine Learning

These technologies allow restaurants to analyze customer data more effectively, predicting preferences so restaurants can reward and communicate with guests more precisely.

AI-driven micro-segmentation, which enhances targeting and effectiveness beyond generic offers, helps draw consumers in and increase the number of dollars spent. 

• Sustainability and Social Responsibility

Establishments should aim to match customer values. Some examples are discounts for using reusable containers or eco-conscious packaging. These businesses also align their loyalty programs with broader corporate social responsibility goals.

The future of restaurant loyalty programs is combining AI-driven personalization with a focus on sustainability and social responsibility. Together, these trends set the new standard for how loyalty programs can drive customer satisfaction and long-term business success. 

As restaurants use technology to become more precise with their menu items and loyalty programs, they improve the customer experience and build a deeper connection with their audience. By aligning their loyalty programs with ethical practices and broader social goals, they will resonate more with the values of today’s consumers.

Conclusion

The increasing implementation of loyalty programs highlight their necessity for driving customer retention and revenue growth. As these programs become more tech-driven and socially responsible, restaurants that embrace innovation and mirror their customers’ values will stand out in a competitive market.  

These programs increase customer satisfaction, spending, and repeat visits by rewarding frequent customers with points, discounts, and exclusive offers. Businesses that understand this will build deeper customer loyalty, helping them stand out in a crowded market and remain relevant for years to come.

All these future trends will shape the landscape of loyalty programs, and restaurants that get ahead of the curve and innovate will win customers’ loyalty, while enjoying long-term growth and maintaining a competitive edge in the restaurant industry.

“Hacktivist activities continue to plague global organizations with more sophisticated and coordinated DDoS attacks against multiple targets simultaneously,” stated Richard Hummel, director, threat intelligence, NETSCOUT. “As adversaries use more resilient, take-down-resistant networks, detection and mitigation are more challenging. This report gives network operations teams insights to fine-tune their strategies to stay ahead of these evolving threats.”

Attack Sophistication Strains Networks Worldwide

DDoS attacks continue to evolve, using innovative technologies and approaches to disrupt networks. During the 1H2024, NETSCOUT observed several significant trends, including:

• NoName057(16), a pro-Russia hacktivist group, increased its focus on application-layer attacks, particularly HTTP/S GET and POST floods, leading to a 43% rise compared to 1H2023.
• Bot-infected devices increased by 50% with the emergence of the Zergeca botnet — and the continued evolution of the DDoSia botnet used by NoName057(16) — which uses advanced technologies like DNS over HTTPS (DoH) for command-and-control (C2).
• Distributed botnet C2 infrastructure leveraging bots as control nodes enabling more decentralized and resilient DDoS attack coordination.

These attacks have triggered widespread disruptions, affecting industries on a global scale. Service slowdowns or outages can cripple revenue streams, delay critical operations, hinder productivity, and significantly elevate organizational risks.

Attackers Targeting New Networks

NETSCOUT also found that the emergence of new networks and autonomous system numbers (ASNs) play a pivotal role in increased DDoS activity. Over 75% of newly established networks are involved with DDoS activities, both as targets or abused participants in furthering attacks on others, within the first 42 days of coming online, as adversaries launch attacks using resilient nuisance networks and bulletproof hosting providers. Organizations need to plan for DDoS protection when splitting off a portion of a network to a new ASN rather than assume automatic protections from upstream service providers.

NETSCOUT’s global internet visibility is backed by decades of experience working with the world’s largest service providers and enterprises. It collects, analyzes, prioritizes, and disseminates data on DDoS attacks from 216 countries and territories, 470 vertical industries, and over 14,000 ASNs. Powered by its ATLAS platform, the company gains insights from more than 500 terabits per second (Tbps) of internet peering network traffic.

The accelerated development and adoption of AI, particularly generative AI models like ChatGPT have brought significant benefits. However, the potential risks associated with these technologies cannot be overlooked. There is a pressing need for businesses to adopt proactive risk management strategies to address these risks effectively.

Generative AI Biases and Ethical Standards

Generative AI models are known to perpetuate biases inherent in their training data. These biases can reinforce stereotypes and underrepresent minority views across various dimensions, including:

• Temporal Biases: AI models may generate content that reflects outdated trends and viewpoints.
• Linguistic Biases: Predominantly English training data can lead to poor performance in other languages.
• Confirmation Biases: AI models may confirm their parametric memory even when faced with contradictory evidence.
• Demographic Biases: Biases towards specific genders, races, or social groups, such as generating images of flight attendants predominantly as white women.
• Cultural Biases: AI models can exacerbate existing cultural prejudices.
• Ideological and Political Biases: AI can propagate specific political and ideological views from its training data.

Hallucinations and Model Limitations

AI models occasionally produce false information, known as hallucinations, which can include:

• Knowledge-based Hallucinations: Incorrect factual information.
• Arithmetic Hallucinations: Incorrect calculations.

For example, Bard, an AI chatbot by Google, generated erroneous accusations about consulting firms in November 2023, illustrating the variability in hallucination rates among models.

Deepfakes and Cybersecurity Threats

The sophistication of AI technology has escalated the risks associated with deepfakes and cybersecurity. The ease of creating deepfakes and manipulating opinions with AI-generated content poses significant threats to societal stability. The surge in deepfake incidents and the enhanced credibility of phishing attacks due to AI highlight the urgent need for robust safeguards.

Proactive Risk Management

Businesses in the Middle East must adopt a proactive approach to AI risk management. Key recommendations include:

• Understanding Strategic Stakes: Identifying specific challenges and strategic stakes of AI implementation.
• Conducting Risk Assessments: Integrating thorough risk assessments as part of the initial opportunity landscape.
• Establishing AI Ethics Codes: Implementing clear AI ethics codes and cross-checking AI outputs.
• Upskilling Workforce: Training employees and leaders to understand and manage AI technologies.
• Addressing Trust and Cultural Issues: Facilitating smooth AI adoption by addressing employee trust and cultural issues.

Expert Insights

Dr. Albert Meige, Associate Director of the Technology & Innovation Management Practice at Arthur D. Little, emphasizes the importance of vigilance in AI deployment: “Generative AI holds immense potential, but we must be vigilant about its risks. It’s crucial that businesses in the Middle East adopt comprehensive risk management strategies to ensure that AI integration is both ethical and effective.”

Thomas Kuruvilla, Managing Partner at Arthur D. Little, Middle East, adds, “The Middle East is at the forefront of AI innovation, and with this leadership comes the responsibility to navigate the complexities of AI safely. Businesses need to harness AI’s power while mitigating its risks.”

Navigating the complexities of AI integration is essential for businesses aiming to enhance productivity and innovation without compromising ethical standards and public trust. By adopting recommended guidelines, businesses can effectively manage AI risks and harness its potential for sustainable growth and development.