57% of consumers want to see, touch and feel items before they buy them
Consumer enthusiasm for tech-powered shopping is big — whether it's social commerce 🛍️, in-game buying 🎮, AR try-ons 🕶️ or AI-driven recommendations 🤖. But there's one thing tech can't replace (yet): the power of touch. The latest EY Future Consumer Index, published in July 2024, confirms this:
- 57% of consumers across 30 countries still crave to see, touch and feel products before buying
- 32% continue to value the personal service that only in-store shopping offers
- 68% seek expert advice for high-value purchases to make the most informed decisions
It’s a balancing act: while 68% of consumers love AI-curated offers, 49% are frustrated by ineffective chatbots and 33% worry about biased AI recommendations... ⚖️
The silver lining? Leverage tech as a sidekick, but keep human interaction front and center. Take Target, which is rolling out a gen AI-powered chatbot to empower retail staff, ensuring top-notch customer service.
🎯 So, how will you blend tech and human touch to create the ultimate customer experience?
