IBM Study: Widespread Discontent In Retail Experiences, Consumers Signal Interest In AI-Driven Shopping Amid Economic Strain
IBM News, Monday, January 8th, 2024
Only 9% of respondents say they are satisfied with the in-store shopping experience; only 14% say the same for online shopping; Roughly 80% of consumers surveyed who haven't used AI for shopping expressed an interest in using the technology for various aspects of their shopping journey.
As the retail landscape faces mounting pressure from evolving consumer expectations and economic headwinds, a new global study from the IBM Institute for Business Value, reveals a widening gap between shopper demands and the current retail offering.
The third biennial consumer study, "Revolutionize retail with AI everywhere: Customers won't wait," surveyed nearly 20,000 global consumers and reveals a dissatisfaction with retail experiences, with only 9% of consumers surveyed saying they are content with in-store and 14% content with online shopping.