Generative AI (Gen AI) is changing customer shopping behavior : 71 percent of consumers worldwide want technology to be integrated into their shopping experience.
The trend is primarily driven by Generation Z and millennial preferences for highly personalized, seamless digital experiences.
This comes from the Capgemini Research Institute’s 2025 Consumer Trends Report, “What Matters to Today’s Consumer”.
Internationally, 46 percent of consumers are enthusiastic about the impact of Gen AI on their online shopping experience, and three-quarters are open to recommendations through generative AI (previous year: 63 percent), reports the Report.
When researching products or services, 58 percent of consumers worldwide now rely on Gen AI tools rather than traditional search engines, 68 percent of customers expect Gen AI tools to search online search engines, social media platforms, and retail websites and make product recommendations across different platforms.
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