Study: 87% of Retail Leaders Worldwide Confident Generative AI Will Transform Industry
Approximately 87 per cent of retail company leaders worldwide believe generative artificial intelligence (Gen AI) technology will transform the retail industry in the future.
This finding emerged from the latest study by Zebra Technologies titled “18th Annual Global Shopper Study”.
George Pepes, APAC Vertical Solutions Lead for Retail at Zebra Technologies, stated that the majority of retail business operators believe Gen AI will play an important role in supporting store operations.
“Gen AI can help businesses overcome various operational challenges, including loss prevention,” Pepes told KompasTekno during a virtual press conference on Friday, 13 March 2026.
According to Pepes, confidence in this technology has grown alongside the expanding role of digitalisation in store operations, from inventory management to enhancing customer experience.
Furthermore, retail industry leaders are now recognising that AI technology is no longer merely a productivity tool, but has become an important foundation for future business growth.
“The technology has become a practical tool that is reshaping how decisions are made, how teams work, and how consumers interact or shop,” added Pepes.
Pepes predicted that Gen AI will influence almost every aspect of retail operations in the coming years, from pricing determination to how consumers discover products.
Beyond discussing the potential of Gen AI, the Zebra study also revealed a declining trend in customer satisfaction with shopping experiences.
Globally, satisfaction levels with in-store shopping experiences were recorded at 79 per cent, whilst in the Asia-Pacific region they reached 75 per cent.
For online shopping experiences, satisfaction levels were recorded at 73 per cent globally and 69 per cent in Asia-Pacific.
These figures show a declining trend compared to previous years. In 2023, consumer satisfaction levels reached 85 per cent for both in-store and online shopping experiences.
Pepes stated that the decline was influenced by rising consumer expectations regarding shopping experiences, particularly concerning service consistency between online and physical store channels.
“Shoppers no longer distinguish between shopping across different channels. They expect one seamless experience, from browsing products, making purchases, to processing returns,” explained Pepes.