Stat Library

Top Retail Industry Opportunities

1. Leverage AI
2. Implement unified commerce
3. Increase e-commerce sales
4. Improve customer service
5. Increase store associate productivity

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%)

Gen Z shoppers are 2.7x as likely as baby boomers to want product recommendations from AI agents (63% vs 23%).

Top Factors That Increase Shoppers’ Trust in AI Agents

1. Data privacy and security protections
2. Ability to easily turn it off/on
3. Require approval before any purchase
4. Transparency over how data is used
5. Available human customer service backup

Top Benefits of AI in Retail:

1. Increased employee productivity
2. Improved experiences for shoppers
3. Increased revenue
4. Improved supplier relationships
5. Improved employee experience

86% of retailers with AI say it will restructure how they operate

The average shopper belongs to four loyalty programs.

• 77% of shoppers belong to at least one loyalty program
• 35% of shoppers belong to a loyalty program they’ve never used

Gen Z shoppers are 3.2x more likely than baby boomers to value experiential benefits in loyalty programs, like exclusive events and in-store classes.

Store associates spend just 28% of their time on checkout duties

Top 5 Agent Use Cases in Retail

1. Customer service
2. Merchant assistance
3. Marketing
4. Employee training
5. Inventory management

53% of shoppers use social platforms to discover products, up from 46% in 2023.

• 76% of Gen Z vs. 36% of baby boomers