Salesforce's "Connected Shoppers" report highlights the retail sector's digital transformation, driven by agentic AI. Seventy-five percent of retailers predict AI agents will be essential by 2026. Physical stores are evolving into experience hubs and fulfillment centers, with a reported 41% of purchase volume expected from them by 2026. Retail associates are taking on new roles and responsibilities, mastering more systems and facing technological complexities. AI presents both opportunities and challenges, improving efficiency but also posing implementation hurdles.
The report found that physical stores are expanding as experience hubs and fulfillment centers that bridge digital channels, social platforms and physical shopping journeys.
A significant 75% of retailers believe AI agents will be essential by 2026, indicating a strong shift toward AI-driven solutions in retail.
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