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Today’s technology can make shopping faster, easier, and more precise than ever before. So why are consumers still waiting in line?
From slow checkout lanes to absent associates, in-store shoppers are still struggling with the same headaches they’ve always faced. Online, the situation is only slightly better. According to our survey of 20,000 consumers across 26 countries—only 9% of consumers say they’re satisfied with the in-store shopping experience. For e-commerce, that figure climbs to just 14%.
Our 2024 consumer study analyzes customer preference and customer behavior—and what drives decision-making. We found that, despite the supercomputers in their pockets, consumers must often spend hours searching for the right products, scouring product recommendations and reviews, comparing prices, and assessing sustainability performance.
Consumers know brands and retailers can do better. Leading digital experiences have shown them what’s possible, and they now expect companies to infuse technology to create a connected, omnichannel shopping journey.
More than half say they would like to use bots or virtual assistants (55%), augmented or virtual reality (55%), and AI applications (59%) as they shop. In fact, roughly four in five consumers who haven’t yet used artificial intelligence for shopping would like to see how it can help them research products or get product information (86%), look for deals and promotions (79%) or get service, ask questions, and resolve issues (82%).
Consumers know brands and retailers can do better. Leading digital experiences have shown them what’s possible, and they now expect companies to infuse technology to create a connected, omnichannel shopping journey.
More than half say they would like to use bots or virtual assistants (55%), augmented or virtual reality (55%), and AI applications (59%) as they shop. In fact, roughly four in five consumers who haven’t yet used artificial intelligence for shopping would like to see how it can help them research products or get product information (86%), look for deals and promotions (79%) or get service, ask questions, and resolve issues (82%).
Consumers know brands and retailers can do better. Leading digital experiences have shown them what’s possible, and they now expect companies to infuse technology to create a connected, omnichannel shopping journey.
More than half say they would like to use bots or virtual assistants (55%), augmented or virtual reality (55%), and AI applications (59%) as they shop. In fact, roughly four in five consumers who haven’t yet used artificial intelligence for shopping would like to see how it can help them research products or get product information (86%), look for deals and promotions (79%) or get service, ask questions, and resolve issues (82%).
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