Zebra Technologies Corporation, a global leader in intelligent automation and workflow digitization, has released its 18th Annual Global Shopper Study, revealing a growing reliance on generative AI and automation across the retail industry. The findings show that 87% of retail leaders believe generative AI will have a significant impact on loss prevention, signaling a shift toward smarter, data-driven retail operations.
“Retail’s future belongs to those who connect the physical and digital worlds through intelligent workflows,” said Matthew Guiste, Global Retail Technology Strategist at Zebra Technologies. “With AI, automation, and improved workflows, retailers can reduce loss and deliver the fast, seamless, and personalized experiences that today’s shoppers demand.”
Marketing Technology Insights: DIRECTV Advertising Launches DIRECTV Elect, an Digital Platform for CTV Political Ads
Despite the industry’s technological evolution, shopper satisfaction has fallen for the second consecutive year. The study reports a decline to 79% for in-store and 73% for online experiences, down from 81% and 79% last year, respectively. This downward trend follows 2023, when satisfaction reached 85% for both shopping modes.
Shoppers today prioritize speed, convenience, and value, yet nearly eight in ten respondents say discounts and promotions are still essential amid inflationary pressures. Many consumers remain frustrated with product unavailability, locked displays, and limited self-checkout options factors that retailers are now addressing through improved automation and technology integration.
Zebra’s study also underscores the importance of empowering store associates with better tools. The report found that 88% of retail employees face difficulties accessing timely information, up from 82% the previous year. A vast majority 87% believe the right technology makes their work easier and more enjoyable, while 90% say it helps them complete tasks faster and serve customers more effectively.
Marketing Technology Insights: Wondershare Launches Filmora V15, Redefining Video Creation Through Deep AI Workflow
Inventory management remains a major concern, with 52% of shoppers saying they left stores without all the items they intended to buy, often due to out-of-stocks. Retailers are responding by investing in advanced technologies such as computer vision (57%), RFID (54%), and generative AI (51%) to improve inventory visibility and minimize shrinkage.
Zebra’s research, conducted in collaboration with Oxford Economics, found that optimizing inventory workflows can increase revenue and profitability by up to 1.8 percentage points. Retail decision-makers now view inventory optimization and automation as critical profitability drivers, both online and in-store. Zebra’s recent acquisition of Elo further strengthens its retail media capabilities, enhancing in-store engagement through interactive displays and AI-powered insights.
“Shoppers want more than transactions – they want meaningful connections and frictionless experiences,” added Guiste. “With the right technology and a commitment to continuous improvement, retailers can build trust, drive loyalty, and stay competitive in an evolving retail landscape.”
Marketing Technology Insights: Innovid Launches AI Agents and Innovid Orchestrator
For media inquiries, you can write to our MarTech Newsroom at info@intentamplify.com
