What are consumers’ opinions on AI, and how are they adopting it? Discover the answers in this exclusive research report. AI is everywhere, and businesses are racing to integrate it into their strategies, especially in customer experience (CX). 

But do brands really understand what consumers feel about and want from AI in CX?

Our exclusive research report uncovers the answers, providing insights that will help you build the right foundation and strategy for successful AI implementation.

In a game-changing move for the e-commerce world, RedKangaroo, the innovative shopping platform, has just launched a first-of-its-kind cashback feature that rewards customers for social media interactions. This new initiative allows shoppers to earn money back simply by sharing their purchases on platforms like Instagram, TikTok, and X, transforming the traditional shopping experience into a win-win for both buyers and brands.

In 2023, the global economy was flashing red in key markets as high inflation and interest rates persisted. But that hasn’t disrupted the transformation we are seeing in commerce and payments.

That transformation was catalyzed by the introduction of generative AI, a technology with significant implications for the global economy. With AI and several other major trends years in the making, global commerce is poised for massive innovation and creativity across every stage of the consumer’s buying journey. And it’s none too soon. Consumer expectations are changing. The bar is higher. People want seamless buying experiences. And consumers want protection from increasingly sophisticated fraudsters.

Customers crave experiences that make their buying journey as smooth and flexible as possible. Retailers are turning to different innovations to accommodate those needs. Below are some considerations for retailers that want to enhance cross-channel and in-store experiences.

Cross-channel experiences:

Click-and-collect

Creating cross-channel experiences is a top priority for retailers. Consumers want a combination of digital and physical experiences that allow them to move between channels and pick up where they left off. This is often referred to as a click-and-mortar business model, which is when businesses have both in-store and online stores.

In the fast-paced world of e-commerce, where brands need to regularly adapt their strategy to remain relevant and thrive, every decision counts. Yet I’ve seen too many brands make a critical mistake: treating one of their largest P&L items — shipping — as merely a cost center. This mistake is costing them a lot. Brands leave substantial cash on the table because they don’t evaluate the return on investment of shipping across all business functions.

This report combines insights from consumer and business research and industry experts to uncover how retailers can find the perfect balance between customer experience and business efficiency. Against a backdrop of changing regulations, new payment methods, new technologies, new competitors, and new business models, retailers today face the challenge of maintaining differentiation while ensuring efficiency.

As the returns crisis continues to damage fashion’s bottom lines, we’ve seen a growing number of apparel brands tighten their policies and introduce fees. But are such measures the best solutions? Especially at a time when consumers are increasingly stretched, and loyalty’s evermore fragile?

In this ebook, we explore 8 alternative ways the fashion industry can mitigate returns, while actually improving the shopper experience.

AI tools should provide accurate results and responses that are aligned with the brand’s policies and practices. Brands need to ensure AI tools offer relevant and useful solutions that will actually resolve customers’ inquiries. CX is experiencing a shift of historic proportions.

The way customers have historically interacted with brands has been largely one-dimensional, dictated by the brand rather than the customer. Whether someone is returning a product, asking a question, or seeking other customer assistance, personalization and flexibility are often lacking or entirely non-existent in the process.