2025全球零售新趋势：连接购物者与智能零售的未来.docxVIP

CONNECTEDSHOPPERSREPORT

CONNECTEDSHOPPERSREPORT’6THEDITION2

WhatYou’llFindinThisReport

Forthesixtheditionofthe“ConnectedShoppers”report,Salesforcesurveyed8,350shoppersand1,700retail

industrydecision-makerstolearnstepscompaniesaretakingto:

?Transformtheroleofthephysicalstore

?Connectseamlesslywithshopperswherevertheyare

?UseAIagentstochangehowtheydobusiness

?Buildloyaltybeyondpoints-for-purchaseprograms

Duetorounding,notallpercentagetotalsinthisreport

sumto100%.Allcomparisoncalculationsaremadefromtotalnumbers(notroundednumbers).

8,350shoppersand

8,350shoppersand1,700retail

industrydecision-makerssurveyedworldwide

*SingleSampleGroup?SingleSampleGroupFlagicons:GettyImagessurveysconductedfromNovember27throughDecember26,2024.Respondentsrepresent21countriesacrossfivecontinents.Allrespondentsarethird-party

*SingleSampleGroup?SingleSampleGroupFlagicons:GettyImages

SalesforceResearchprovidesdata-driveninsightstohelpbusinessestransformhowtheydrivecustomersuccess.Browseallreportsat/research.

SALESFORCECONNECTEDSHOPPERSREPORT’6THEDITION3

Contents

ExecutiveSummary 04

Introduction 05

Chapter1:StoresEvolvingRolesEnhancetheShoppersJourney 07

Chapter2:UnifiedCommerceBringsOpportunitiesandChallenges 14

Chapter3:AIAgentsPoisedtoRedefineRetail 19

Chapter4:RewardsProgramsPutaCheckonDecliningShopperLoyalty 28

LookAhead:SupplementalRevenueStreams 33

SurveyDemographics 35

ExecutiveSummaryRetailistransformingas

ExecutiveSummary

RetailistransformingasAIagents