In 2026, retail will be defined by resilience, adaptability, and a new generation of AI-powered capabilities. After navigating a turbulent 2025 marked by rapid advances in generative AI, shifting shopping behaviours, and global market uncertainty, retailers are entering a pivotal year of reinvention. Agentic shopping experiences are moving from experimentation to adoption, loyalty is expanding beyond single brands, customer service is becoming proactive by design, and AI is reshaping supply chains and store operations from end to end.
To stay competitive, retailers will lean into technologies and strategies that make them more nimble - meeting shoppers where they are, anticipating their needs, and operating with greater speed and precision across the business.
In this session featuring Shirley Gao, Pacsun’s Chief Digital and Information Officer, we’ll explore Salesforce’s top retail predictions for 2026, including:
- Agentic shopping will move into the mainstream as consumers increasingly rely on AI shopping assistants
- Ecosystem loyalty programs will gain traction, rewarding customers across interconnected brands
- Proactive customer service will become a key driver of retention and lifetime value
- Super agents will streamline complex supply chain workflows and improve resilience
- RFID adoption will reach a tipping point, unlocking inventory accuracy and better omnichannel experiences
