Comarch Shares Its Customer Loyalty Predictions 2025
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Joanna Witsch, Senior Loyalty Business Consultant, and Łukasz Dubiel, Loyalty Solutions Consulting Director at Comarch, recently joined Paula Thomas on the Let's Talk Loyalty podcast and Loyalty TV to launch the Customer Loyalty Predictions 2025 and Beyond report, a comprehensive global study created in collaboration with the Global Loyalty Organisation, exploring the future of customer loyalty.
AI, Privacy, and Sustainability
In this episode, Joanna and Łukasz shared insights into how AI, privacy, and sustainability are shaping the future of loyalty programs, with key findings that are sure to influence strategies in the coming years.
"So, from the consumer's perspective, what they really expect is something more sophisticated and truly targeted. Not a general offer (…), but a highly personalized one tailored to their behavior," said Łukasz.
He also emphasized that AI is helping brands deliver these targeted offers more efficiently:
"AI can prepare and analyze data from thousands of customer groups. The offering will be much more relevant to customer behavior, and from that perspective, the company will achieve a higher ROI."
Joanna was particularly surprised by the high demand for personalized communication in regions like the UAE and Saudi Arabia, where 77% of customers expressed a preference for tailored offers:
“Think about the amount of communication you and I receive on a day-to-day basis—we're absolutely bombarded. And guess what? Most of it is just trash, trash, trash, right? Only a small portion of that communication is actually relevant. That’s why it’s so important to truly utilize data. And like Łukasz just said, AI is definitely helping.”
This episode also covered:
- The role of AI in loyalty—why human guidance is still essential
- Why consumers in Saudi Arabia belong to an average of 13 programs, in Brazil 14, while the global average is 10
- How loyalty markets differ worldwide and the impact of GDPR on European programs
- Whether sustainability is still a priority and how it fits into loyalty strategies
- What makes a loyalty program a favorite—and if a “perfect” program exists
Want to hear more from Łukasz and Joanna? Watch the full episode of Let’s Talk Loyalty now to explore these insights and more.
Looking for more facts & stats?
As the industry prepares for the future, the Customer Loyalty Predictions 2025 report offers crucial insights into the evolving demands of customers and the role of technology in meeting those expectations.
