Consumer Loyalty eBook: US & Canada

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“For brands in North America, this is a call to not just adopt but innovate. AI-driven customization, gamification and expanded digital engagement channels are the way forward. By meeting evolving consumer expectations, companies can build deeper loyalty, boost engagement and truly stand out in a competitive space.”

• Irina Yurevich
  Head of Consumer Brands and Retail, EPAM North America

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“Brand loyalty will decline 25%, but usage of loyalty programs will increase. Price sensitivity and high prices loom on consumers’ horizons. Price sensitivity breeds brand switching — Forrester finds that a top-five reason why US, UK, and Australia online adults try a new brand is that it is “cheaper than buying from other brands. In 2025, expect consumers to be less loyal to brands in general but more committed to brands that assure them value without the hassle of the haggle.”

Predictions 2025: Consumers
22 October 2024, Forrester

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“Antavo's research with program owners shows only 37% currently use AI, mainly for customer support and reporting, with agencies adopting it more than in-house teams. We predict AI will grow in loyalty programs, integrating data from various platforms and automating personalized rewards based on customer preferences. AI Agents will also assist in generating reward ideas and managing budgets for tailored experiences.”

Zsuzsa Kecsmar
Chief Strategy Officer, Antavo