Are Consumers Embracing AI In Their Retail Shopping Experience?

LeadershipLeadership StrategiesAre Consumers Embracing AI In Their Retail Shopping Experience?ByGary Drenik,Contributor.Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation.Follow AuthorMay 14, 2026, 10:00am EDT--:-- / --:--This voice experience is generated by AI. Learn more.This voice experience is generated by AI. Learn more.AI Shopping AgentGetty Images - MF3dRetailers have spent years experimenting with artificial intelligence (AI), but consumers are now signaling that the technology has become an expected part of the shopping journey. New retail research suggests that shoppers are increasingly comfortable with AI-powered tools that make retail experiences faster, more personalized, and convenient—provided retailers remain transparent about how the technology is used.At the same time, economic pressures, rapid technological innovation, and rising concerns about privacy and data security are reshaping consumer expectations across retail channels. The result is a delicate balancing act: consumers want the benefits of AI-driven shopping experiences but remain cautious about how their personal data is collected and used.A recent report from SOTI, a global Enterprise Mobile Management (EMM) solution provider, highlights how quickly these expectations are evolving. The company’s industry report, Retail Tech Assessment: Opportunities for Enhanced Consumer Experiences, surveyed 13,000 consumers across 11 countries and found that consumers are increasingly open to AI tools that enhance retail interactions.AI as a Way to Improve ShoppingDuring the 2025 holiday shopping season, many consumers reported positive experiences with AI-enabled retail tools, citing improvements in convenience, speed, and personalization. As retailers continue to invest in AI, shoppers expect these capabilities to be standard features of modern commerce.According to the report, 58% of U.S. consumers say retailers shoul...