salesforceSIXTHEDITIONConnectedShoppersAgentforceReportImplonningonkortheterrainbInsights and trends from8,350 shoppersand1,700 retail industry decision-makers worldwide
2What You'll Findin This ReportForthesixtheditionofthe"ConnectedShoppers'reportSalesforce surveved 8.350 shoppers and 1.700 retailindustrv decision-makers to learn steds companies areAustralia*@Brazil(+)Canadatakingto:七Finland'()France中国DenmarkTransformthe role ofthephysicalstore,Germany)Ireland中华IndiaConnectseamlesslywithshopperswhereverthey areOtalyJapan()MexicoUse Al agents to change how theydo businessBuildIayalty beyond points-for-purchase programsNetherlandsNewZealand'Norway'Duetorounding,natall/percentagetotalsin thisreportSingaporeSwedentSpainsumto100%6.Allcomparison calculations are madefrom+SwitzerlandUnitedKingdomUnitedStatestotal numbers(notrounded numbers)Datain this reportarefrom twodouble-anonvmous8,350shoppersand1,700retailsurveysconductedfromNovember27throughDecember26,2024.Respondents represent21 countries across fiveindustry dedision-malersurveyed worldwidecontinents.Allrespondents arethird-partypanelists.Forfurther surveydemographics, seepage35SngeSampleGrouptngSerpleGrouprugkcomsGetyImagesrowsoallnporsatsilstorcacoml/sarch
SALESFORCE3ContentsExecutiveSummary04IntroductionChaoter 1l:Stores'Evolving Roles Enhance the Shoppers JoumeyChaoter2:UnifiedCommerceBringsOnportunitiesandChallengesChapter3:AIAgentsPoised toRedefineRetailChapter4 Rewards Programs Put a Check on Declining Shopper Lovalty28)Look Ahead Supplemental Revenue Streams.3335SurvevDemoaraphics
SALESFORCEExecutiveSummary01Stores'Evolving RolesEnhance theShoppers'JourneyRetail istransforming as Al agentsemergeas the newest innovationin the artificial intligence (Al) age. While digital chanels multiply and socilcommerce gainsmomentumAgentscanfunctonasscalbledigitalphysical stores take on expanding roles as experience hubs andlabo, integratedacross every team,fufilment centers that bridee digital and physical shopping journeysthat independentlyexecute tasksShoppers estimate41% of their purchase volume will come fromphysicalstores in 2026, down from45%in2024,ranging from customerservice tomarketing to inventorymanagement02UnifiedCommerceBringsOpportunities and ChallengesTo enable this new wave ofinnovation,nline and offlineexperiencesandefficiency,retailers are breakingrve them seamlesslv across channelsdowndatasilos and replacinglegacysystems with integrated solutionsimprove efficiency and provide more value to shoppers. Eighty-eightthat can support current and futurepercent of retailerssay unified commerce willbe very important orAlcapabilities.criticalto their business objectives over the next two years.03AIAgentsPoisedtoRedefineRetaiThesestrategicimprovements enable,seamless, connectedshoppingThenewestiterationofAI-Alagents-greatlyexpandsthetech-experiencesthat positionretailerstonoloev's impact bv independently respondine to customer inauiriesthivein an evolving marketplace.managinginventory, and more.Seventy-five percent of retailers sayAl agents will be essentialfora competitive edge by 2026.04Rewands Pog...
