This holiday season, online spending reached a record $282 billion, reflecting a 4% increase from last year, driven by social media and AI engagement.
Salesforce notes that AI tools contributed to 19% of online orders, significantly impacting purchase decisions while bringing attention to the ongoing issue of returns.
Despite a robust holiday retail environment, the challenges posed by a 28% rise in return rates compared to last year present concerns for many retailers.
The firm anticipates that over $133 billion of the $1.2 trillion spent will be returns, highlighting a shift in buying patterns among consumers.
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