Stat Library

Implementing or expanding AI is commerce leaders’ #1 priority — and their #1 anticipated challenge — for the year ahead.

28% of commerce organizations currently use agentic AI, and another 44% expect to adopt it within six months.

79% of in-store shoppers use their phones while shopping.

12% of in-store shoppers ask an AI assistant for purchasing advice in the aisle.

Physical retail is still the top holiday shopping destination for 77% of consumers.

66% of customer service professionals say their organization uses AI agents — up from 39% in 2025.

85% of customer service professionals say their organizations use at least one form of AI.

77% of customer service teams with AI agents deploy them in both customer-facing and internal operations.

70% of customer service organizations with AI agents say they observe measurable value within 60 days.

Customer satisfaction is the #1 improved KPI after customer service organizations deploy AI agents.

89% of customer service professionals with AI agents say their organization would benefit from expanding AI agent use.

97% of customer service leaders with AI say it’s impacting their approach to workforce planning.