{"id":641454,"date":"2026-09-16T22:49:25","date_gmt":"2026-09-17T05:49:25","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=641454"},"modified":"2026-09-28T20:09:18","modified_gmt":"2026-09-29T03:09:18","slug":"uki-retail-research-report","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/en-gb\/resources\/uki-retail-research-report","title":{"rendered":"UKI Retail Research Report"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; el_class=&#8221;head-row&#8221;][vc_row gap=&#8221;35&#8243; el_class=&#8221;head-row&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;643347&#8243; css=&#8221;&#8221; el_class=&#8221;head-img&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1><strong>Winning the AI-Powered Retail Journey<\/strong><\/h1>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221; el_class=&#8221;sneak-peak-insights&#8221;]<\/p>\n<h2 class=\"h4\" style=\"color: #fe4519;\">Sneak peak insights<\/h2>\n<ul style=\"font-size: 1.25rem;\">\n<li><strong>AI creates most value before the transaction<\/strong> &#8211; research and comparison wins over routine transactions.<\/li>\n<li><strong>71% of consumers expect an easy route from AI to a person<\/strong> &#8211; seamless escalation is becoming a basic customer expectation.<\/li>\n<li>There is no single &#8216;AI customer&#8217; &#8211; the research identifies <strong>four distinct personas<\/strong> with very different expectations of AI.<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; css=&#8221;.vc_custom_1790566359411{border-radius: 4px !important;border-color: #EFEFEE !important;}&#8221; el_class=&#8221;head-col2&#8243;][vc_row_inner][vc_column_inner]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Not You?<\/a><\/p><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" 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class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">C-Level<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Director<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Principal<\/option><option value=\"Engineer \/ Architect\">Engineer \/ Architect<\/option><option value=\"Consultant\">Consultant<\/option><option value=\"Analyst\">Analyst<\/option><option value=\"Partner\">Partner<\/option><option value=\"Staff\">Staff<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe219\">Level<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" 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for=\"fe215\">Telephone<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Country<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">State\/Province<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label for=\"fe801\">Your Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"City\">\n        <label for=\"fe226\">City<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Job Title\">\n        <label for=\"fe220\">Job Title<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Banking<\/option><option value=\"Business Services\">Business Services<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">Energy & Utilities<\/option><option value=\"Entertainment\">Entertainment<\/option><option value=\"Government\">Government<\/option><option value=\"Insurance\">Insurance<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option 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the Report\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[\/vc_column_inner][\/vc_row_inner][vc_row_inner el_class=&#8221;report-container&#8221;][vc_column_inner][vc_raw_html css=&#8221;&#8221;]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[\/vc_raw_html][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; el_class=&#8221;head-row&#8221;][vc_row gap=&#8221;35&#8243; el_class=&#8221;head-row&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<img decoding=\"async\" class=\"alignnone size-medium wp-image-641456\" src=\"https:\/\/www.genesys.com\/media\/Retail_Economics_Corporate_Black_Variant-300x106.png\" alt=\"\" width=\"300\" height=\"106\" srcset=\"https:\/\/www.genesys.com\/media\/Retail_Economics_Corporate_Black_Variant-300x106.png 300w, https:\/\/www.genesys.com\/media\/Retail_Economics_Corporate_Black_Variant-264x93.png 264w, https:\/\/www.genesys.com\/media\/Retail_Economics_Corporate_Black_Variant.png 781w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/p>\n<p style=\"color: #fe4519;\">Learn where AI is transforming the customer journey.<\/p>\n<p><strong>Today, simply adding more AI doesn&#8217;t guarantee a better customer experience, understanding where and how to apply it does.<\/strong><\/p>\n<p>New research from Genesys and Retail Economics reveal where consumer believe AI can make the biggest difference, what builds\u2014or breaks\u2014their trust, and why the most valuable opportunities often lie in the moments of greatest complexity and uncertainty.<\/p>\n<p>Discover how to create connected, AI-powered experiences that reduce effort, build confidence and seamlessly bring in human expertise when it matters most.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; css=&#8221;.vc_custom_1790566359411{border-radius: 4px !important;border-color: #EFEFEE !important;}&#8221; el_class=&#8221;head-col2&#8243;]<div class=\"component card w-100 bgc-white vertical text-start   chevron-only has-card-header  \" ><div class=\"card-header p-1 bgc-lgray discover-title\" ><h5 class=\"mb-0\">Download the report to discover:<\/h5><\/div><div class=\"card-body\"><ul>\n<li>Where AI can create the greatest customer value<\/li>\n<li>Why connected experiences are now essential<\/li>\n<li>What puts customer trust at risk<\/li>\n<li>How attitudes to AI differ across customers<\/li>\n<li>A practical four-principle AI journey playbook<\/li>\n<\/ul>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; el_class=&#8221;head-row&#8221;][vc_row gap=&#8221;35&#8243; el_class=&#8221;head-row&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;643347&#8243; css=&#8221;&#8221; el_class=&#8221;head-img&#8221;][vc_column_text css=&#8221;&#8221;] Winning the AI-Powered Retail Journey [\/vc_column_text][vc_column_text css=&#8221;&#8221; el_class=&#8221;sneak-peak-insights&#8221;] Sneak peak insights AI creates most value before the transaction &#8211; research and comparison wins over routine transactions. 71% of consumers expect an easy route from AI to a person &#8211; seamless escalation is becoming a 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