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Explore our consumer research to dive into the latest trends across the buying journey, including what drives loyalty or dissuades trust. Learn why meeting shoppers with consistency, dependability, sensibility — and yes, maybe a little AI — is the way to win the digital shelf in 2026.
Only 14% of shoppers trust AI recommendations alone to make a purchase. Others verify with content across marketplaces, reviews, and social media before buying — or don’t use AI at all. Shoppers’ view of AI is fairly nuanced: Winning the AI recommendation is worthless if your product content doesn’t hold up everywhere shoppers go to confirm it.
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Discover how 2,000 shoppers across the US and UK behave when search fails, and what they expect from AI next. Onsite search is still where shoppers give up, and increasingly, they don’t come back to try again. A growing share now ask an AI agent instead. This exclusive research report shows where search still falls short, how AI agents are resetting what shoppers expect, and what a search experience needs to do to keep up.
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Retailers will keep competing hard on price, especially as shoppers become more cautious about where they spend. But a discount alone does not create a strong customer experience. Retailers keep finding new ways to compete on price. They are lowering prices across thousands of products, matching competitors in real time, and introducing discounts ahead of major promotional events. It’s a reasonable strategy, given how value-conscious shoppers have become, but price is no longer the whole story. Shoppers are more cautious than they used to be, and they are actively testing whether a deal is what it claims to be.
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2026 Global digital report
The definitive guide to how the world behaves online. Understand consumers around the world with the Digital 2026 Global Overview Report. Access 600+ pages of data on digital trends like the amount of time internet users aged 16+ spend on social media, including watching TikToks and Reels (13 hours 45 min), the estimated global digital ad spend, including search and social media ($862 billion), the percentage of internet users aged 16+ who research brands & products online before buying (50.4%), the percentage of internet users aged 16+ who purchase products online weekly (56.5%), the number of people who use AI each month (over 1 billion).
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Most consumers would use GenAI as shopping assistant
More than 70% of consumers would use GenAI for holiday shopping and the number is much higher (85%) when it comes to Gen Z and millennial shoppers. Those are top findings from a Coveo holiday report, “Shoppers Say Yes to GenAI This Holiday Season,” which polled 6,000 U.S., U.K., Australia and New Zealand adult consumers.
The survey, conducted in partnership with Arlington Research, reveals a potential disconnect between consumers’ readiness for AI-powered shopping assistance and the slower pace of adoption among retailers, according to a press release.
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Shoppers say yes to GenAI this holiday season
We asked 6,000 consumers across the U.S., U.K., Australia, and New Zealand about their holiday shopping plans. The 2025 Global Holiday Shopper Report takes a deep dive into the behaviors, expectations, and priorities shaping this year’s peak season.
A must-read for retailers, this year’s report reveals how consumers will search, spend, and shop — and explores the growing role of GenAI in guiding discovery and purchase. You’ll also find practical recommendations to help you create shopping experiences that build trust, inspire purchases, and drive profitable growth.
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How advertisers should prepare for holiday 2026
Holiday 2026 will be shaped by earlier shopping, social commerce, creator influence, and AI-assisted discovery. Nearly half of consumers browsed before Thanksgiving in 2025, while shoppers increasingly discover and buy products through social platforms and creator content. Advertisers should start media earlier, invest in discovery channels, prepare product data for AI shopping assistants, and measure business outcomes across retail media, ecommerce, in-store, and creator ecosystems.
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AI search visibility report: August 2026
Generative AI platforms are changing how people discover companies, compare products, and form an opinion before they ever visit a brand’s website. For PR, communications, and marketing teams, that makes the sources behind an AI answer almost as important as the answer itself.
Using Meltwater GenAI Lens, we analyzed thousands of prompts and approximately 7.3 million citations across eight major AI platforms: Anthropic Claude, ChatGPT, Copilot, Google AI Mode, Google AI Overviews, Google Gemini, Perplexity, and xAI Grok. This report compares August with July and places the results within six months of tracking from March to August 2026.
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7 Strategies to maximize payment acceptance in the age of AI
Some merchants don’t realize how much there is to optimize. That’s why we wrote this guide. Dive deep into techniques that increase revenue at checkout: adaptive payment messaging, AI-driven routing, data integrity, and more. You’ll learn the range of ways to raise issuer acceptance rates and cut down false declines – the perfect combo for improved profitability.
Sharpen your payments performance with:
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Modernizing service experiences with AI & digital
Once again, customer service is entering a new phase of transformation. As organizations look to 2030, they expect self-service to play a key role in the modern customer experience. Not only is it going to be positioned as the first point of contact, but a channel capable of resolving even complex needs.
The findings from this study demonstrate a shift in how customer service leaders envision the future of support. While they are certain that humans will play a role, it is increasingly clear that self-service is expected to handle a dominant share of interactions.
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The forces of customer experience
The importance of customer experience (CX) as a driver of financial performance is widely acknowledged. In our Ipsos Views POV, The Forces of CX: The human-centric framework that drives the experience advantage, we explore how organisations can move beyond functional customer experience metrics to build stronger emotional connections that drive loyalty, advocacy and long-term growth.
Since its launch in 2020, the Forces of CX has become the golden thread across Ipsos measurement, design, analytics, and advisory work, helping organisations in B2C and B2B globally to create the Experience Advantage and deliver a Return on CX Investment (ROCXI).