Imagine a smart assistant that decides things on its own. That’s agentic AI, and by 2025, it will transform the commerce industry. From e-commerce to retail, it will make shopping more personal and help businesses run smoother. Let’s dive into how this shift will unfold.

Why Agentic AI Matters?

Agentic AI can handle complex tasks without any intervention, using machine learning in e-commerce and NLP in customer support AI. Only 11.11% of retailers plan to skip investment AI in 2025, reflect its growing importance. Tools like Amazon’s dynamic pricing will play a crucial role in agentic AI’s retail transformation, optimizing supply chains. Online merchants must keep an eye on these agentic AI trends in 2025 to match the pace.

For the eighth consecutive year, NAPCO Research and BHN have partnered together to produce our marketing-leading report on the gift card industry. The good news is that overall, merchants’ scores improved year-over-year, with brands making significant improvements in their digital programs. Find out how they did it so you can replicate some of the industry’s best practices.

Inside this comprehensive benchmark report, we also reveal:

Businesses have long recognized the link between improved operational efficiency and a better customer experience (CX). But the rapid convergence of various technological forces —including next-generation hardware powered by virtual agents— is turning that link into a measurable source of value creation. Increasingly well-documented use cases for generative AI (GenAI) are demonstrating that companies can simultaneously offer a different and vastly superior customer experience at a radically lower cost-to-serve that yields significant improvements in financial performance.

AI in call centers isn’t just the future — it’s now. Learn how it’s shaping customer interactions with predictive and conversational tech. AI call center technology is rapidly transforming how businesses handle customer service. In 2025, AI call center platforms are poised to dominate by providing real-time feedback, predictive analytics and in-depth analysis.

AI call center technology is AI call center technology is enhancing the customer experience while improving the daily workflow for agents. This article will explore how call center AI is changing the game when it comes to call center dynamics.

93% of organizations’ digital commerce operations are impacted by technology limitations. Here’s what’s holding teams back — and your playbook for change. Is your digital commerce technology holding you back from achieving your business goals? If so, you aren’t alone: 93% of organizations’ digital commerce operations are impacted by technology limitations.

In partnership with research firm Vanson Bourne, we surveyed IT leaders and business decision-makers at 200 manufacturers, retailers, and wholesalers for the 2025 Digital Commerce Landscape Report. The goals of this research were to discover more about organizations’ digital commerce strategy, and the impact technology has on their success. Key findings showed:

Experts from across Publicis Commerce—including Andy Murray of Saatchi X and Amy Andrews of Mars United Commerce—unpack the key takeaways, emerging trends, and transformative insights from Shoptalk Spring 2025. This report is your essential tool for staying at the forefront in the dynamic world of retail and commerce.

Key Themes Explored:

Delivering Seamless Experiences

Optimizing Retail Media Strategies

GenAI is poised to make a significant economic impact, with estimates suggesting it could contribute between US$2.6 trillion and US$4.4 trillion annually to global GDP by 2030 across various sectors. The future of GenAI is agentic, where AI agents collaborate in real-time to automate complex tasks and enhance decision-making. This executive playbook explores how organisations can harness agentic AI to boost efficiency, improve customer experiences, and drive revenue growth.

More than ever before, the industry is treating AI as the solution for CX challenges. They’re using it to automate interactions, handle inquiries and personalize at scale. But when AI-driven service misses the mark, companies rush to blame the technology.

AI doesn’t make bad hiring decisions; people do. AI doesn’t create tone-deaf automation; companies program it that way. AI doesn’t ignore churn signals; teams dismiss AI-generated insights.