{"id":94387,"date":"2026-07-28T06:00:00","date_gmt":"2026-07-28T13:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=94387"},"modified":"2026-07-27T11:19:20","modified_gmt":"2026-07-27T18:19:20","slug":"agentic-search-growth","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/agentic-search-growth\/","title":{"rendered":"Shopping&#8217;s New First Step: Agentic Search Grows 200% as Purchase Journeys Start in AI Chats"},"content":{"rendered":"\n<div class=\"wp-block-group is-style-shadow-box is-style-takeaways\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-471ecb11ca02c2e7ea813f9dd3857484\" id=\"h-key-takeaways\">Key Takeaways<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Agentic search is quickly becoming the first step in the purchase journey, growing 200% year over year.&nbsp;<\/li>\n\n\n\n<li>Commerce teams are feeling the squeeze: 86% of leaders say AI is raising customer expectations, while 61% say meeting them is harder than ever.<\/li>\n\n\n\n<li>Business adoption trails consumer behavior: Just 28% of commerce organizations use agentic AI today, though another 44% plan to adopt it within the next six months.<\/li>\n\n\n\n<li>Adopters aren\u2019t waiting: Only 4% are still focused on piloting, while 35% (the largest share) are prioritizing scaling across functions and teams.<\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<p>More shoppers now start with a question to an AI \u2014 in a large language model (LLM) conversation or in an AI assistant on a retailer&#8217;s own site. Use of agentic search as the first step in the shopping journey grew 200% year over year, according to Salesforce&#8217;s Fourth Edition <a href=\"https:\/\/www.salesforce.com\/commerce\/resources\/state-of-commerce\" target=\"_blank\" rel=\"noreferrer noopener\">State of Commerce<\/a> report, which draws from surveys of 3,450 commerce professionals and 4,690 consumers, plus behavioral data from more than 1.5 billion global shoppers.<\/p>\n\n\n\n<p>Businesses are feeling the squeeze from both directions. Eighty-six percent of commerce leaders say AI is raising the bar for customer expectations \u2014 and their teams are being asked to meet that bar with less. Against that backdrop, implementing or expanding AI now ranks as commerce leaders\u2019 #1 priority for the year ahead. It\u2019s also their #1 anticipated challenge.<\/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\/4thStateofCommerce-TopPriorities\/Q0Aembed?:language=en-US&#038;:sid=&#038;:redirect=auth&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>\u201cAI is remaking commerce from both directions. Customers are discovering products in places brands don\u2019t control \u2014 AI assistants, social feeds, delivery apps \u2014 and expecting the same personalized experience everywhere they go. At the same time, AI is changing how commerce teams themselves work: how they merchandise, how they fulfill, how they scale. The difference is speed. A customer can adopt AI overnight. A business has more to get right: trusted data, connected systems, teams ready to use them. The ones getting that right now are the ones that will keep pace.\u201d<\/p>\n\n\n\n<p>\u2014 Caila Schwartz, Head of Agentic Commerce Shopper Insights, Salesforce<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-dig-deeper\"><strong>Dig deeper<\/strong><\/h2>\n\n\n\n<h6 class=\"wp-block-heading\" id=\"h-ai-is-rewriting-product-discovery-and-it-s-happening-off-brand-owned-properties\"><strong>AI is rewriting product discovery \u2014 and it\u2019s happening off brand-owned properties<\/strong><\/h6>\n\n\n\n<p>The clearest behavioral signal: actual activity from 1.5 billion shoppers across global commerce sites. Traffic referred from AI chats grew between 150% and 428% year over year in every quarter measured, while overall traffic grew in the single to low double digits.<\/p>\n\n\n\n<p>Consumers tell the same story. Between August 2025 and May 2026, the rate of shoppers discovering products through brand-owned properties fell 7% and traditional search fell 15%, while the rate of consumers choosing new channels \u2014 AI assistants, social media AI, delivery apps \u2014 grew 38%.<\/p>\n\n\n<div class=\"wp-block-image\"><div class=\"wp-block-image__wrapper\">\n<figure class=\"aligncenter size-large prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"94391-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" height=\"577\" width=\"1024\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_a21baf.png?w=1024\" alt=\"Chart showing how AI is redirecting the shopping journey through growing traffic growth and guiding where shoppers go online.\" class=\"wp-image-94391\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_a21baf.png 1042w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_a21baf.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_a21baf.png?w=768&amp;h=433 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_a21baf.png?w=1024&amp;h=577 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_a21baf.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_a21baf.png?w=500&amp;h=282 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_a21baf.png?w=150&amp;h=85 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_a21baf.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_a21baf.png?w=343&amp;h=193 343w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n<div id=\"94391-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image aligncenter size-large prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"1042\" height=\"587\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_a21baf.png?w=1024\" alt=\"Chart showing how AI is redirecting the shopping journey through growing traffic growth and guiding where shoppers go online.\" class=\"wp-image-94391\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_a21baf.png 1042w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_a21baf.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_a21baf.png?w=768&amp;h=433 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_a21baf.png?w=1024&amp;h=577 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_a21baf.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_a21baf.png?w=500&amp;h=282 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_a21baf.png?w=150&amp;h=85 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_a21baf.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_a21baf.png?w=343&amp;h=193 343w\" sizes=\"auto, (max-width: 1042px) 100vw, 1042px\" \/><\/figure>\n<\/div><\/div><\/div><\/div>\n\n\n<p>Commerce leaders see where this is heading: 86% agree that LLMs will be essential to product discovery within the next year. Organizations are already responding. The most common actions are improving product content quality, optimizing content for conversational queries, submitting data feeds to AI search platforms, and optimizing product descriptions for natural language \u2014 the kind that surfaces when a shopper asks an AI to &#8220;find me a waterproof hiking boot under $150.&#8221; The shift is playing out first in discovery \u2014 where the journey begins \u2014 even as fully autonomous purchasing remains early.<\/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\/ActionsTakentoImproveAISearchVisibility\/Q0Zembed?:language=en-US&#038;:sid=&#038;:redirect=auth&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>\u201cCustomers aren\u2019t starting with 10 blue links anymore \u2014 they\u2019re asking an AI what to buy, and by the time they reach your site, they\u2019ve already formed an opinion. If you aren\u2019t part of that first conversation, you\u2019re invisible before the journey even begins.\u201d \u2014 Caila Schwartz, Head of Agentic Commerce Shopper Insights, Salesforce<\/p>\n\n\n\n<h6 class=\"wp-block-heading\" id=\"h-agentic-ai-adoption-is-climbing-and-adopters-are-scaling-fast\"><strong>Agentic AI adoption is climbing \u2014 and adopters are scaling fast<\/strong><\/h6>\n\n\n\n<p>Fewer than a third of organizations say they currently use agentic AI, but the shift is underway. Nearly half of non-adopters plan to deploy within the next six months, and 71% of respondents agree that scaling across channels isn\u2019t viable without AI.<\/p>\n\n\n<div class=\"wp-block-image\"><div class=\"wp-block-image__wrapper\">\n<figure class=\"aligncenter size-large prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"94392-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" height=\"574\" width=\"1024\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_5dec14.png?w=1024\" alt=\"A graph showing when commerce leaders expect to adopt agentic AI.\" class=\"wp-image-94392\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_5dec14.png 1043w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_5dec14.png?w=300&amp;h=168 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_5dec14.png?w=768&amp;h=431 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_5dec14.png?w=1024&amp;h=574 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_5dec14.png?w=264&amp;h=148 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_5dec14.png?w=500&amp;h=280 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_5dec14.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_5dec14.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_5dec14.png?w=344&amp;h=193 344w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n<div id=\"94392-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image aligncenter size-large prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"1043\" height=\"585\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_5dec14.png?w=1024\" alt=\"A graph showing when commerce leaders expect to adopt agentic AI.\" class=\"wp-image-94392\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_5dec14.png 1043w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_5dec14.png?w=300&amp;h=168 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_5dec14.png?w=768&amp;h=431 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_5dec14.png?w=1024&amp;h=574 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_5dec14.png?w=264&amp;h=148 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_5dec14.png?w=500&amp;h=280 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_5dec14.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_5dec14.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_5dec14.png?w=344&amp;h=193 344w\" sizes=\"auto, (max-width: 1043px) 100vw, 1043px\" \/><\/figure>\n<\/div><\/div><\/div><\/div>\n\n\n<p>Among organizations already using agentic AI, the experimental phase is over. Just 4% say they\u2019re still primarily piloting use cases, while the largest share are scaling AI across functions and teams \u2014 from service and IT to merchandising.<\/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\/PrimaryAIAgentsFocusArea\/Q0Oembeds?:language=en-US&#038;:sid=&#038;:redirect=auth&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>Adopters also report measurable improvements. Customer satisfaction leads, followed closely by personalization, development velocity, operational efficiency, and employee productivity.<\/p>\n\n\n<div class=\"wp-block-image\"><div class=\"wp-block-image__wrapper\">\n<figure class=\"aligncenter size-large prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"94395-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" height=\"577\" width=\"1024\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png?w=1024\" alt=\"A chart showing both major and moderate reported improvements from AI agents according to commerce leaders.\" class=\"wp-image-94395\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png 2048w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png?w=1024&amp;h=577 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png?w=1536&amp;h=865 1536w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png?w=343&amp;h=193 343w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png?w=1414&amp;h=796 1414w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png?w=1218&amp;h=686 1218w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n<div id=\"94395-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image aligncenter size-large prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"2048\" height=\"1153\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png?w=1024\" alt=\"A chart showing both major and moderate reported improvements from AI agents according to commerce leaders.\" class=\"wp-image-94395\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png 2048w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png?w=1024&amp;h=577 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png?w=1536&amp;h=865 1536w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png?w=343&amp;h=193 343w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png?w=1414&amp;h=796 1414w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/image_e04e20.png?w=1218&amp;h=686 1218w\" sizes=\"auto, (max-width: 2048px) 100vw, 2048px\" \/><\/figure>\n<\/div><\/div><\/div><\/div>\n\n\n<p>One finding cuts against the momentum: only 32% of organizations have fully defined AI success metrics and KPIs. Organizations are reporting wins before agreeing on what winning means \u2014 and without defined metrics, it\u2019s difficult to know which investments are driving results and where to double down.<\/p>\n\n\n\n<h6 class=\"wp-block-heading\" id=\"h-inside-organizations-complexity-is-compounding\"><strong>Inside organizations, complexity is compounding<\/strong><\/h6>\n\n\n\n<p>Part of the reason: The scaling push is landing on infrastructure that was already strained. More vendors, fragmented customer data, and channels that don&#8217;t talk to each other mean commerce teams are being asked to deploy AI on top of systems that already struggle to work together.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Seventy-eight percent of commerce leaders say their vendor count has grown over the past two years.<\/li>\n\n\n\n<li>Only 27% of organizations say their customer data is fully unified across sales, service, marketing, and commerce.\n<ul class=\"wp-block-list\">\n<li>Among those with fragmented data views, 40% admit to slow or ineffective responses to customer issues; 39% struggle to measure the impact of their commerce investments; and another 39% say they pay a high cost to maintain disconnected systems.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Omni-channel breakdowns are near-universal: Just 2% of multichannel organizations report no significant failure points. The most common: inconsistent pricing and promotions (41%) and inventory not synchronized in real time (40%).<\/li>\n<\/ul>\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\/MostCommonOmnichannelFailurePoints\/Q0Membed?:language=en-US&#038;:sid=&#038;:redirect=auth&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>The store makes the same point in miniature. Even in physical retail \u2014 still the top holiday shopping destination for 77% of consumers \u2014 the journey is digital: 79% of shoppers use their phones while shopping in store, and 12% ask an AI assistant for purchasing advice in the aisle. Customers experience every channel as one brand; 88% of B2C respondents agree customers expect the same personalization in store as online.<\/p>\n\n\n\n<h6 class=\"wp-block-heading\" id=\"h-the-organizations-that-unified-their-data-report-the-payoff\"><strong>The organizations that unified their data report the payoff<\/strong><\/h6>\n\n\n\n<p>Among organizations that have moved toward data unification, the most commonly reported benefits are directly tied to growth: better alignment between sales, marketing, and commerce teams; improved AI and automation outcomes; and improved customer retention and loyalty.<\/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\/OutcomesRealizedfromUnifyingCustomerData\/QA0embed?:language=en-US&#038;:sid=&#038;:redirect=auth&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>\u201cThe organizations pulling ahead aren\u2019t the ones deploying the most AI \u2014 they\u2019re the ones using AI adoption as the reason to finally unify their data and define what success looks like. Consumers have already made their choice about AI. The foundation work is how businesses catch up.\u201d \u2014 Caila Schwartz, Head of Agentic Commerce Shopper Insights, Salesforce<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-explore-further\"><strong>Explore further<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Read the full <a href=\"https:\/\/www.salesforce.com\/commerce\/resources\/state-of-commerce\" target=\"_blank\" rel=\"noreferrer noopener\">State of Commerce<\/a> report&nbsp;<\/li>\n\n\n\n<li>Turn Salesforce\u2019s commerce <a href=\"https:\/\/www.salesforce.com\/blog\/holiday-retail-predictions-2026\/\" target=\"_blank\" rel=\"noreferrer noopener\">predictions<\/a> into your holiday success<\/li>\n\n\n\n<li>Learn more about our <a href=\"https:\/\/www.salesforce.com\/commerce\/innovations\/\" target=\"_blank\" rel=\"noreferrer noopener\">latest innovations<\/a> for Agentforce Commerce<\/li>\n\n\n\n<li>Learn how to prepare your site for <a href=\"https:\/\/www.salesforce.com\/commerce\/resources\/ai-readiness-seo-checklist\/\" target=\"_blank\" rel=\"noreferrer noopener\">LLM-powered search<\/a><\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-methodology\"><strong>Methodology<\/strong><\/h4>\n\n\n\n<p>Data in this report are from a double-anonymous survey conducted April 10\u2013June 4, 2026. The survey generated 3,450 responses from commerce professionals across 20 countries and 13 industries.&nbsp;<\/p>\n\n\n\n<p>These findings are supplemented by a Salesforce analysis of platform shopping behavior from more than 1.5 billion global shoppers across 37 countries between Q1 2024 and Q1 2026, as well as a consumer survey of 4,689 consumers shoppers across eight countries from May 12\u201318, 2026. For more demographic information, please refer to the report.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Key Takeaways More shoppers now start with a question to an AI \u2014 in a large language model (LLM) conversation or in an AI assistant on a retailer&#8217;s own site. Use of agentic search as the first step in the shopping journey grew 200% year over year, according to Salesforce&#8217;s Fourth Edition State of Commerce [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":94410,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"sf_show_toc":false,"footnotes":"","jetpack_post_was_ever_published":false},"categories":[1],"tags":[],"sf_content_type":[21231],"sf_theme":[],"sf_topic":[20528,21187,1746],"sf_product":[],"sf_industry":[21225,1762],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[2395],"sf_visibility":[],"coauthors":[],"class_list":["post-94387","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-snapshot-research","sf_topic-agents","sf_topic-ai","sf_topic-commerce","sf_industry-commerce","sf_industry-retail","sf_location-global","sf_collection-research"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.1 (Yoast SEO v28.1) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Agentic Search Grows 200% as Purchase Journeys Start in AI Chats - Salesforce<\/title>\n<meta name=\"description\" content=\"Key Takeaways Agentic search is quickly becoming the first step in the purchase journey, growing 200% year over year.&nbsp; 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