Beth Schultz, VP of research and principal analyst at Metrigy, explores how high-impact, low-effort, and perfectly personalized interactions can become the norm with virtual associates on the job.
In the fast-paced world of retail, the customer experience (CX) is everything. Savvy consumers today expect the same personalized experience online as they would receive from a human sales associate in person. This means retailers must deliver hyper-personalized experiences across digital channels, all without overwhelming their human customer service teams.
Artificial intelligence (AI) is the perfect fit for retail CX.
The retail industry has aggressively embraced the use of AI for CX. In Metrigy’s AI for Business Success: 2025-26 global research study, 78.6% of participating retailers are already using AI for customer interactions. This isn’t just a handful of pilot programs, either; 51.8% of respondents characterize their use of AI as extensive. AI’s power to deliver the fast, low-effort experience customers demand, driving brand loyalty and a competitive edge, is fueling this adoption.
Continue reading at zoom.com.
