Winning the AI-Powered Retail Journey

Sneak peak insights

AI creates most value before the transaction – research and comparison wins over routine transactions.
71% of consumers expect an easy route from AI to a person – seamless escalation is becoming a basic customer expectation.
There is no single ‘AI customer’ – the research identifies four distinct personas with very different expectations of AI.

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Why download the report?

See where AI creates the greatest customer value

Understand four distinct AI customer profiles

Explore our four workstream strategic playbook

Learn where AI is transforming the customer journey.

Today, simply adding more AI doesn’t guarantee a better customer experience, understanding where and how to apply it does.

New research from Genesys and Retail Economics reveal where consumer believe AI can make the biggest difference, what builds—or breaks—their trust, and why the most valuable opportunities often lie in the moments of greatest complexity and uncertainty.

Discover how to create connected, AI-powered experiences that reduce effort, build confidence and seamlessly bring in human expertise when it matters most.

Download the report to discover:

Where AI can create the greatest customer value
Why connected experiences are now essential
What puts customer trust at risk
How attitudes to AI differ across customers
A practical four-principle AI journey playbook