"According to the report, 90 percent of consumers believe that online shopping experiences should match or surpass in-store experiences - it's a high bar but one that has slowly declined from 92 percent in 2022."
"Gen AI doesn't replace search - it enhances it by seamlessly integrating into key touchpoints like the search bar, product pages and shopping carts, reshaping how consumers discover and select products."
Coveo's fifth annual commerce relevance report highlights the rising popularity of generative AI in enhancing customer experiences in retail. A survey of 4,000 U.S. and U.K. consumers revealed that 90% expect online shopping to match or exceed in-store experiences. This expectation marks a slight decline from previous years but underscores the importance of technology in retail. Gen AI is seen as a valuable tool that not only improves the shopping experience but also strengthens connections between consumers and retailers, with many indicating they prefer AI-driven guidance when shopping.
Read at WWD
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