Unlocking Retail Success: How AI Agents Are Transforming Customer Experience
Zdnet•1 week ago•
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Unlocking Retail Success: How AI Agents Are Transforming Customer Experience

ARTICLES
ai
retail
customerexperience
technology
innovation
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Summary:

  • 75% of retailers believe AI agents are key for competitive advantage by 2026.

  • 88% of retailers view unified commerce as critical for future business success.

  • 84% of retailers are already using AI, with further investments planned.

  • Trust in AI agents hinges on data privacy and user control.

  • The future of retail is moving towards autonomous service delivery powered by AI.

Credit Card Spiral

Seventy-five percent of retailers believe that AI agents will be essential for gaining a competitive edge by 2026, according to the sixth edition of the Connected Shoppers report by Salesforce, which surveyed 8,350 shoppers and 1,700 industry decision-makers.

Enhancing the Shopper Journey

  • Physical Stores as Experience Hubs: As digital channels expand, physical stores are evolving to enhance the shopper journey, with shoppers projecting 41% of their purchases to occur in-store by 2026.
  • Unified Commerce: 88% of retailers say that unified commerce will be crucial for their business objectives in the coming years, as they work to connect online and offline experiences.
  • AI Agents Redefining Retail: With 75% of retailers asserting that AI agents will be vital for competitive advantage, these agents are increasingly able to handle customer inquiries and manage inventory autonomously.
  • Reimagining Customer Loyalty: To combat declining loyalty, 84% of loyalty program members believe that such programs encourage repeat purchases.

Challenges and Opportunities

The survey highlights the top challenges facing the retail industry, including competition, inflation, and changing consumer behavior. Conversely, the top opportunities include leveraging AI, implementing unified commerce, and enhancing customer service.

The Role of AI in Retail

  • AI Adoption: A staggering 84% of retailers are already utilizing AI, with most planning to increase their investments in this technology.
  • Benefits of AI: Key advantages of AI in retail include improved employee productivity, enhanced shopper experiences, and increased revenues.
  • Building Trust: Trust is crucial for the adoption of AI agents, with shoppers prioritizing data privacy and the ability to control AI interactions.

The Future of Retail is Autonomous

As we enter the age of autonomous retail, AI agents are set to revolutionize customer service. Retailers are recognizing that enhancing customer experiences through AI is vital, with 81% trusting AI to operate autonomously under proper guidelines. The integration of AI promises to redefine retail operations, focusing on trust, speed, and personalization.

To learn more about this transformative report, you can visit here.

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