Retailers say the #1 benefit of unified commerce is helping power AI
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Only 17% of store associates have access to a unified view of customer data
53% of shoppers use social platforms to discover products, up from 46% in 2023.
- 76% of Gen Z vs. 36% of baby boomers
25% of shoppers use social platforms to purchase products
Top Retail Industry Challenges
- Increased competition
- Inflation and high costs
- Rising customer acquisition costs
- Changing consumer behavior
- Costs of returns
Retailers view leveraging AI as their #1 opportunity.
YouTube is the most popular social platform for product discovery
40% of Gen Z uses TikTok to discover products, vs. 4% of baby boomers.
Top Factors That Increase Shoppers’ Trust in AI Agents
- Data privacy and security protections
- Ability to easily turn it off/on
- Require approval before any purchase
- Transparency over how data is used
- Available human customer service backup
39% of shoppers have used AI to discover new products
Gen Z shoppers are 10x more likely than baby boomers to frequently use AI to discover new products (20% vs. 2%)
94% of medical professionals say AI agents would be valuable for care coordination
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