Antavo, Along with Key Partner EPAM, Launches the Industry’s Most Comprehensive Global Customer Loyalty Report 2025: Loyalty, AI, Customization and Rewards on the Rise

Antavo, Along with Key Partner EPAM, Launches the Industry’s Most Comprehensive Global Customer Loyalty Report 2025: Loyalty, AI, Customization and Rewards on the Rise

Antavo, the AI-powered Loyalty Platform, announces today the launch of its Global Customer Loyalty Report 2025, the most comprehensive report in the market examining perspectives on the current landscape of customer loyalty programs, upcoming trends, and opportunities, including customer preferences, budget allocation, and ROI benchmarks.

Antavo’s annual Global Customer Loyalty Report surveyed over 2,600 CMOs, Marketing, IT, and Loyalty experts, and 10.000 consumers from all over the world and analyzed more than 230 million customer interactions to help guide brands and retailers with data-driven investments in the age of AI. EPAM was the key partner in the development of the report, providing expert insights and sponsoring the research with 10,000+ consumers worldwide.

Andrew Doyle, Managing Principal & Practice Head at EPAM, said: “This year’s Global Customer Loyalty Report is much anticipated and more important than ever. AI is moving beyond the hype and into practical use. The focus is moving from ‘what’ to ‘how’, allowing brands to better enable hyper-personalization, contextual engagement, and perceived value management for each and every member.”

Key finding excerpts include:

• AI is here to stay: 37% of loyalty programs use some form of AI, and 50% plan to use it – so when added up, over 9 out of 10 program owners will use AI in the future. Also, nearly 7 out of 10 program owners (67%) feel comfortable using AI-powered agents to support in the management of their loyalty program
• Loyalty marketing investment reached a new peak, with 31% of marketing budgets being dedicated to customer loyalty and CRM to improve their customers’ experience in 2024 (22.8% in 2022). The highest spend is coming from Belgium (39%), followed by Brazil (36%), and the US and UK catching up with 30% and 26% respectively.
• Ease of management is the #1 priority for companies when choosing a loyalty technology – coupled with innovative features, show that companies prioritize long-term value from technologies, as opposed to quick implementation, and highly value ease of use and independence from IT.

Read the report here.

Learn how EPAM is helping clients accelerate growth and agility through experience-led, tech-enabled business transformation: https://www.epam.com/industries/consumer/retail