According to a recent global study conducted by the IBM Institute for Business Value, consumers around the world are increasingly dissatisfied with their shopping experiences, both in-store and online. Only 9% of respondents reported being satisfied with the in-store shopping experience, while just 14% expressed contentment with online shopping.
However, the study also revealed that technology, particularly artificial intelligence (AI), could play a crucial role in improving the overall shopping journey. Over half of the respondents expressed interest in AI enhancements such as virtual assistants and AI applications while shopping. In fact, approximately 80% of consumers who haven’t used AI for shopping expressed a keen interest in trying the technology for various aspects of their shopping experience.
The study also shed light on some of the specific challenges faced by consumers in both in-store and online environments. Some of the key issues highlighted include a lack of product variety and information in physical stores, as well as difficulties in finding desired products and navigating the return process online.
Consumers also expressed a strong desire for digital integration in their shopping experiences. They showed a keen interest in personalized offerings, with 52% of respondents indicating their interest in receiving information, advertisements, and offerings that are relevant to their specific interests.
Furthermore, economic factors such as inflation were found to significantly influence consumer behavior. Flexible payment options and competitive pricing were identified as important considerations for consumers when choosing stores or brands.
The study emphasizes the need for retailers to innovate and integrate advanced technologies like AI to meet evolving consumer demands. By leveraging AI and other technologies, retailers can create intuitive, personalized, and efficient shopping experiences that align with changing consumer expectations.
In conclusion, the study highlights the growing dissatisfaction among consumers with the current retail offering. However, it also presents an opportunity for retailers to leverage AI and other technologies to revolutionize the shopping experience and meet the evolving demands of consumers.
The source of the article is from the blog tvbzorg.com