Montreal, London, and New York, March 13, 2025 /PRNewswire/ - Coveo (TSX: CVO), the leading enterprise AI platform, has published its fifth annual Commerce Relevance Report, titled "Can GenAI Close the Gap Between Online and In-Store Experiences?" This significant report provides valuable insights gained from surveying 4,000 consumers from the U.S. and U.K., conducted through collaboration with Arlington Research.
The findings reveal key trends surrounding current shopping behaviors and expectations as they bridge the gap between online and brick-and-mortar retail. Notably, 62% of consumers indicated they are more likely to make purchases with the assistance of Generative AI (GenAI) guidance. This trend is particularly pronounced among millennials, where 68% expressed the same sentiment. "Consumers increasingly expect GenAI to enrich their shopping experiences, making them more relevant, convenient, and informative," said Peter Curran, GM of Commerce at Coveo.
The report emphasizes the integral role of search functionality within e-commerce, highlighting how important it is for shoppers to find what they need without delays. More than seven out of ten consumers surveyed reported they would abandon an e-commerce site if they could not quickly locate the items they were seeking. This insight reinforces the necessity for retail platforms to optimize their search processes.
Curran continued to elaborate on GenAI's impact, explaining, “GenAI doesn't replace search — it enhances it by seamlessly integrating across all touchpoints, such as the search bar and shopping carts. This reshapes how consumers discover and select products, strengthening the connection between retailers and customers, and driving higher conversions and revenues.”
Another notable highlight of the report is the focus on trust, indicating it is becoming increasingly necessary for retailers to establish reliable connections with their customers. The findings suggest shoppers are more likely to engage and make purchases when they feel secure about the guidance provided by AI technologies.
Coveo's Commerce Relevance Report presents practical insights to businesses within the retail sector striving to keep pace with changing consumer expectations, particularly post-pandemic. The need for personalization is emphasized through the report, with AI enabling businesses to tailor experiences to individual consumers. This move from simply catering to general personas to focusing on the unique individual experience is seen as the next frontier for brands.
With over 70% of consumers likely to turn their backs on inefficient e-commerce platforms, retail businesses are encouraged to rethink their approach by integrating GenAI features and ensuring seamless user interactions. This indicates to brands the urgent need to prioritize their shopping experiences, as consumers have become accustomed to streamlined interactions powered by AI.
Still, it is also highlighted within the report the importance of consumer education and awareness surrounding AI technologies. Retailers are encouraged to communicate effectively about how GenAI improves the shopping experience, as clear information can help build the necessary trust consumers require to engage with AI solutions.
Overall, the Commerce Relevance Report serves as both a guide and call to action for retailers to innovate and adapt to the digital age properly. It highlights just how pertinent GenAI has already become to enhancing consumer engagement and purchasing success, urging businesses to reshape how they connect with modern shoppers.
The full report is now available for download, marking another step forward for Coveo on the path of AI-driven relevance. Companies are reminded, as stated by Coveo, “Digital is table stakes; Relevance is not. It's the only way to win in the digital age.”