According to Salesforce’s annual Connected Shoppers report, generative artificial intelligence (AI) is rapidly reshaping the retail landscape in the United Kingdom. A staggering 93 per cent of UK retailers are increasing their investments in AI, reflecting its growing influence in the industry.
Notably, 35 per cent of UK shoppers are showing keen interest in leveraging generative AI for product research and recommendations, underlining the technology’s impact on purchase decisions. Social media has also emerged as a prominent shopping platform, with 53 per cent of UK consumers reporting purchases through these channels, a substantial increase from 2021.
Furthermore, the report predicts a significant shift towards digital channels, with two-thirds of transactions expected to occur online by 2023. Physical stores are evolving to accommodate digital integration, with mobile devices becoming essential for store staff.
Loyalty programs remain vital for retaining customers, with UK shoppers participating in an average of 3.8 programs, higher than the global average. This report highlights the transformative role of generative AI and the evolving dynamics in the UK retail landscape, emphasising the need for personalised, efficient, and digitally-driven shopping experiences.
