{"id":7482,"date":"2023-08-18T03:00:00","date_gmt":"2023-08-18T10:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=7482"},"modified":"2023-08-18T03:00:00","modified_gmt":"2023-08-18T10:00:00","slug":"trends-in-retail-2023","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/news\/stories\/trends-in-retail-2023\/","title":{"rendered":"1 in 6 Shoppers Have Used Generative AI for Purchase Inspiration &#8211; Salesforce Report"},"content":{"rendered":"\n<p><strong><em>Quick take:<\/em><\/strong><em> For the last few years, particularly over the course of the pandemic, retailers have faced rising customer acquisition costs as well as consumers switching brands. The fifth edition of Salesforce\u2019s Connected Shoppers Report reveals how retailers and shoppers are adapting to a post-pandemic retail landscape, finding new and creative ways to create stickiness and harness the power of generative AI<\/em>.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p>A new survey of 2,400 shoppers and 1,125 retail leaders in 17 countries indicates that the retail industry is again on the precipice of major disruption. After just a few months in the public consciousness, <a href=\"https:\/\/www.salesforce.com\/news\/stories\/what-is-generative-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">generative artificial intelligence<\/a> is already making an impact on retail, with 17% of shoppers reporting they\u2019ve already used generative AI for purchase inspiration.\u00a0<\/p>\n\n\n\n<p>Read on for additional insights on how this and other technology trends are changing the landscape for retailers.<\/p>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--einstein\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tGet the full report\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p><\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/connected-shoppers-report\/\" target=\"_blank\">\n\t\t\t\t<span>Download it here<\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-einstein\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/au\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/au\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/au\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png\"\n\t\talt=\"Illustration of einstein\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-generative-ai-ushers-in-a-new-era-for-retail\">Generative AI ushers in a new era for retail<\/h2>\n\n\n\n<p>Even if they\u2019re not actively using generative AI, large segments of the respondents have expressed interest in exploring the technology\u2019s usefulness for shopping.<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/ShoppersInterestintheFollowingGenerativeAIUseCases\/Q21dash?:language=en-USu0026:display_count=nu0026:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>In response, retailers are busy evaluating how generative AI will play a role in customer engagement and operations, if not actively implementing it in their workflows. Popular use cases include generating marketing assets and personalized customer service responses.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Shoppers continue to navigate the online and offline divide<\/h2>\n\n\n\n<p>Generative AI is hardly the first technology to have an outsized impact on the retail sector. The adoption of digital \u2013 whether online or in stores \u2013 has completely upended retail models over the past two decades, and that trend is not slowing down.<\/p>\n\n\n\n<p>Shopping in physical stores&nbsp; is in a post-pandemic renaissance. While an estimated 59% of transactions took place digitally in 2021, that figure dropped to 51% this year. However, the digital pendulum is set to swing again, with digital transactions projected to grow to 56% of the total in 2025 as people traverse digital and physical touch points through their shopping journey. That\u2019s driving retailers to invest in unified platforms \u2013 60% are in the strategy or execution phase \u2013 to personalize engagement and drive loyalty across channels.<\/p>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"13204\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/au\/news\/stories\/agentforce-for-communications-announcement\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=1024\" class=\"content-card__image\" alt=\"A screenshot of the Quadstar COMS Sales Console showing an SD-WAN quote interface\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png 1200w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=768&amp;h=432 768w, 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https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/au\/news\/stories\/agentforce-for-communications-announcement\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tSalesforce Launches Agentforce for Communications to Turn Every Customer Interaction into a Growth Opportunity for Telcos\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t6 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"13114\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-sales-report-2026\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=1024\" class=\"content-card__image\" alt=\"How Conversation Design Enables Agentic AI\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png 1200w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-sales-report-2026\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tThe Productivity Gap: New Survey Shows ANZ Sales Teams Are Betting On AI Agents To Help\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t6 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/posts\/7482\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<p>Ecommerce sites and apps \u2014 be they from a brand, retailer, or online marketplace \u2014 are still the most popular digital shopping channels. Yet newer digital channels and delivery apps that may not even be affiliated with a particular brand or retailer \u2013 like social media, messaging platforms, and live streaming \u2013 are also gaining traction. Case in point: 59% of shoppers now say they\u2019ve made a purchase on social media \u2014 a nearly fourfold increase from the 15% who said so in 2021.<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/ShoppersWhoSayTheyveBoughtProductsThroughtheFollowingChannels\/Q4dash?:language=en-USu0026:display_count=nu0026:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">The role of the physical store continues to evolve<\/h2>\n\n\n\n<p>Retailers \u2013 and consumers \u2013 are also infusing digital commerce into the brick-and-mortar experience. For example, 60% of shoppers say they now use their mobile devices in-store.&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>60% of shoppers say they now use their mobile devices in-store.&nbsp;<\/p>\n<\/blockquote>\n\n\n\n<p>Most commonly, store shoppers use their phones to research a product online (36%). But many have also used them to scan QR codes (32%) or complete a purchase through their device \u2014 a practice commonly referred to as \u201cscan and go\u201d (18%).<\/p>\n\n\n\n<p>Retailers are taking a cue from their customers by equipping store associates with mobile devices. An estimated 32% of store associates use mobile devices as part of their jobs today, a figure expected to rise to 41% by 2026.&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>An estimated 32% of store associates use mobile devices as part of their jobs today, a figure expected to rise to 41% by 2026.&nbsp;<\/p>\n<\/blockquote>\n\n\n\n<p>Associates use their devices for a variety of tasks, with loyalty program sign ups, customer service, and point-of-sale activities being the most common.<\/p>\n\n\n\n<p>In addition to acting as showrooms where customers can touch and feel merchandise they may otherwise buy online, stores are increasingly being used as ecommerce fulfillment centers. Fifty-seven percent of shoppers have purchased a product online for in-store pick up, for example and 49% have purchased a product online that was shipped to them from a store.<\/p>\n\n\n\n<p>In response to this shift in shopper behavior, retailers are ramping up their plans for store fulfillment capabilities. Should planned implementations pan out, the share of retailers offering online returns to stores is expected to increase by 52%, and the share allowing customers to buy online and pick-up in-store (BOPIS) will increase by 66%.<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/RetailersPlansforStoreFulfillmentCapabilities\/Q14dash?:language=en-USu0026:display_count=nu0026:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Loyalty program ROI comes under scrutiny as shoppers cull their memberships<\/h2>\n\n\n\n<p>Earning and maintaining customer loyalty has become an increasingly difficult \u2014 and important \u2014 task, and the job isn\u2019t getting any easier.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>75% of retailers offer a loyalty program, and an additional 22% without a loyalty program plan to introduce one within 24 months.<\/p>\n<\/blockquote>\n\n\n\n<p>Shoppers now belong to an estimated average of 3.4 loyalty programs \u2014 down from 4.3 in 2021. But as shoppers cull their memberships, retailers are doubling down on loyalty programs&nbsp; to retain their most loyal customers and increase their engagement with the brand. Today, 75% of retailers offer a loyalty program, and an additional 22% without a loyalty program plan to introduce one within 24 months.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Shoppers now belong to an estimated average of 3.4 loyalty programs \u2014 down from 4.3 in 2021.&nbsp;<\/p>\n<\/blockquote>\n\n\n\n<p>New strategies are needed, such as expanding beyond tried-and-true points programs. A mere quarter of shoppers belong to tiered loyalty programs, like Sephora\u2019s <a href=\"https:\/\/www.sephora.com\/beauty\/profile-beautyinsider\" target=\"_blank\" rel=\"noreferrer noopener\">Beauty Insider<\/a>, and even fewer have signed up for innovative models like the multi-brand coalition models more popular in Europe, such as <a href=\"https:\/\/www.nectar.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Nectar<\/a>. This leaves ample room for retailers to showcase differentiated perks and experiences to increase stickiness and share of wallet.<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/ShoppersWhoBelongtotheFollowingLoyaltyProgramTypes\/Q16dash?:language=en-USu0026:display_count=nu0026:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>Regardless of which types of loyalty programs they pursue, retailers must contend with a list of challenges that prevent them from realizing return on investment, particularly insufficient customer insights and a lack of agility in response to changing marketing opportunities and competition.<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/RankingofBarrierstoLoyaltyProgramROI\/Q12dash?:language=en-USu0026:display_count=nu0026:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>\u201cConsumers are traversing a number of physical and digital touchpoints throughout the shopping journey \u2013 from browsing in stores to buying on social,\u201d said Rob Garf, VP and General Manager, Salesforce Retail. \u201cGenerative AI will be a game changer for retailers to increase personalization and decrease friction \u2013 ultimately driving loyalty and increasing share of wallet.\u201d&nbsp;<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">More information:<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/connected-shoppers-report\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Download<\/a> the full Connected Shoppers Report<\/li>\n\n\n\n<li><a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/retail-holiday-insights\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Discover<\/a> Salesforce\u2019s holiday shopping insights<\/li>\n\n\n\n<li><a href=\"https:\/\/www.salesforce.com\/solutions\/industries\/retail\/overview\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Explo<\/a><a href=\"https:\/\/www.salesforce.com\/solutions\/industries\/retail\/overview\/\">re<\/a> Salesforce\u2019s AI-powered solutions for retailers<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Methodology<\/h4>\n\n\n\n<p>Data is from two double-anonymous surveys of 2,400 shoppers and 1,125 retail decision makers conducted from May 18 through June 21, 2023. Data was collected from respondents in Australia, Belgium, Brazil, Canada, Denmark, Finland, France, Germany, India, Japan, Luxembourg, the Netherlands, New Zealand, Norway, Spain, Sweden, the United Kingdom, and the United States. Additional methodology and survey demographic details can be found in the Connected Shoppers Report.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Quick take: For the last few years, particularly over the course of the pandemic, retailers have faced rising customer acquisition costs as well as consumers switching brands. The fifth edition of Salesforce\u2019s Connected Shoppers Report reveals how retailers and shoppers are adapting to a post-pandemic retail landscape, finding new and creative ways to create stickiness [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":7483,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[1099],"sf_theme":[1115],"sf_topic":[1092],"sf_product":[1128],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1094],"sf_collection":[1096],"sf_visibility":[],"coauthors":[],"class_list":["post-7482","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-snapshots","sf_theme-digital-transformation","sf_topic-artificial-intelligence","sf_product-commerce-cloud","sf_location-global","sf_collection-future-of-crm"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>1 in 6 Shoppers Have Used Generative AI for Purchase Inspiration - Salesforce Report - Salesforce<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/trends-in-retail-2023\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"1 in 6 Shoppers Have Used Generative AI for Purchase Inspiration - Salesforce Report\" \/>\n<meta property=\"og:description\" content=\"Quick take: For the last few years, particularly over the course of the pandemic, retailers have faced rising customer acquisition costs as well as consumers switching brands. 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