Customers expect AI-based shopping experiences: This is how Austria's trade reacts!

Customers expect AI-based shopping experiences: This is how Austria's trade reacts!

The world of retail is in transition, and the focus is on the demands of consumers: inside the digital transformation. As the Customer Excellence Report from KPMG shows, the use of artificial intelligence (AI) has become an indispensable component. Over 2,360 Austrians: Interior evaluated their buying experience and determined the top brands for 2024: Fielmann, Fressnapf and the ÖAMTC were at the top. The results show that consumers are increasingly emphasizing integrity, transparency and tailor -made experiences. "Man remains the central link to create trust and enthusiasm," explains Stefanie Menschel from KPMG.

technology alone is not enough!

The current study results show that technological solutions cannot offer solutions. While 78 percent of German consumers: inside and 71 percent worldwide want to integrate generative AI into their purchase, the actual use is left behind the expectations. Ki capacities must never replace human empathy when it comes to emotional needs. "Companies have to focus on innovative technologies and authentic humanity," emphasizes Menschel. This balancing act is as a key to long -term success in the digitized world, as the Capgemini Consumer Trends Report 2025 note. Accordingly, quick deliveries are still crucial for customers: internal loyalty, with more and more consumers: inside are ready to pay for faster deliveries.

The study also underlines that social media and AI influencers significantly influence the purchase decision process. According to Capgemini, 25 percent of those surveyed worldwide trust in AI-based recommendations, while young consumers are increasingly discovering new products on the inside. "In order to remain competitive, retailers have to create outstanding shopping experiences with the help of AI," says Achim Himmelreich from Capgemini. In a constantly changing retail environment, a close interlinking of people and machine is therefore not only desirable, but essential in order to meet the requirements of the consumers:

For more information about the KPMG report, visit the Capgemini .