Industry
Retail
Customers are expecting more when they walk through your doors. Find out how AI-driven personalization, smart inventory, and automated checkouts are impacting in-store experiences.
The 5 trends you need to know
Context-driven AI is changing the way companies approach CX, from more personalized data, to better decision-making, and beyond.
Trend 1
CX organizations invest in memory-rich AI to deliver true personalization at scale.
83%
of retail leaders agree "resolution is the new currency."
Trend 2
AI-powered self-service accelerates consumer demand for instant resolutions.
85%
of retail leaders say customers will drop brands that miss first-contact resolution.
Trend 3
Multimodal support enables smooth, seamless interactions across different channels and media.
50%
of shoppers cite poor interactions as their top frustration; 48% cite slow responses.
Trend 4
CX leaders rely on new AI metrics and access them via prompt-driven analytics.
85%
of retail leaders want promptable analytics their teams can query directly.
Trend 5
More than ever, consumers demand the why behind AI decisions.
8-12 points
is how much retail CX leaders lag their peers in other industries on willingness to pay for explainability.