Stat Library

Consumer product discovery through brand-owned properties declined 7% from August 2025 to May 2026.

86% of commerce leaders say AI is raising customer expectations.

61% of commerce leaders say meeting customer expectations is harder than ever.

71% of commerce leaders agree scaling across channels isn’t viable without AI.

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.