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EMARKETER delivers leading-edge research to clients in a variety of forms, including full-length reports and data visualizations to equip you with actionable takeaways for better business decisions.
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About EMARKETER

Our goal at EMARKETER is to unlock digital opportunities for our clients with the world’s most trusted forecasts, analysis, and benchmarks. Spanning five core coverage areas and dozens of industries, our research on digital transformation is exhaustive.
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Shoppers want AI to help with product research and customer service

Key stat: To improve the shopping journey, 86% of adults worldwide want AI to help with product research or information, according to October 2023 IBM data. Some 82% want AI to help get service, answers, or solutions.

Beyond the chart:

  • Nearly three-quarters of marketers believe AI can help them better understand customer needs, bringing them closer to their desired customer experience (CX), per Sitecore.
  • Using AI tools to resolve customer service issues—by offering faster, more accurate answers in more languages, for example—can improve retention rates and turn shoppers into brand advocates.
  • However, 43% of CX and contact center professionals worldwide are concerned that implementing AI will provide customers with the wrong information, per July 2023 CallMiner data.

Use this chart:

  • Guide AI investments.
  • Identify areas to improve the buyer journey through AI.

More like this:

Methodology: Data is from the January 2024 IBM, "2024 Consumer Study: Revolutionize retail with AI everywhere." 20,000 adults ages 18+ worldwide were surveyed online during September-October 2023.