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By Matthew Guiste | Nov. 11, 2025
How Will AI and Technology Elevate Shopping and Empower Frontline Teams?
Retail feels different these days, doesn’t it? Shoppers demand more personalized, seamless experiences, while frontline teams juggle growing responsibilities in increasingly complex environments. At the same time, retail executives face mounting pressure to streamline operations, boost loyalty, and grow their bottom line.
Zebra Technologies’ 18th Annual Global Shopper Study cuts through the noise, giving us a clear picture of what’s happening in stores and online, and what needs to happen next. From generative AI and agentic capabilities to workflow automation, this year’s findings highlight the technologies that are reshaping retail and, more importantly, the experiences that keep shoppers coming back.
The Numbers Behind the Shift
The study reveals a troubling trend: shopper satisfaction has dropped significantly over the past two years. In-store satisfaction fell from 85% in 2023 to 79% in 2025, while online satisfaction slipped even further to 73%. Whether it’s it from an out-of-stock item or a slow delivery time, these numbers reflect the growing frustration shoppers feel when their expectations aren’t met.
But there’s more at stake than satisfaction. Nearly half of shoppers (52%) left a store without items they planned to buy in the past three months, citing issues like unavailable products and long checkout lines. Retailers lose more than sales in these moments. They lose trust, and trust is hard to rebuild.
AI Improves Retail from the Ground Up
AI is no longer a future-facing buzzword. It’s a practical tool that’s transforming how decisions are made, how teams work, and how shoppers engage. According to the study:
- 84% of decision-makers see AI driving personalized recommendations.
- 86% cite AI’s role in inventory and demand forecasting as critical.
- 69% of shoppers believe AI will enhance their experience by simplifying decisions and personalizing interactions.
Generative AI, in particular, is stepping into the spotlight. From dynamic pricing to predictive inventory management, this technology is helping retailers anticipate shopper needs rather than react to them. It’s not just about solving problems. It’s about preventing them altogether.
Technology That Empowers Teams
Frontline associates play a critical role in the shopper experience, yet many still grapple with outdated processes and disconnected systems. According to the study:
- 87% of associates say technology reduces stress and improves their ability to serve customers.
- 90% believe tools like AI help them complete tasks faster.
Retailers who invest in solutions like RFID and AI-powered mobile devices see the difference. These tools free up associates to focus on what truly matters: helping shoppers. The result? Happier teams, more satisfied customers, and stronger businesses.
The Future of Seamless Shopping
Shoppers don’t care about your inventory systems or operational silos. They just want what they need, when and where they need it. Yet many retailers struggle to deliver this because their systems don’t talk to each other. That’s where unified commerce changes the game. By synchronizing inventory, customer data, and workforce workflows in real time, retailers can deliver the smooth, frictionless experiences shoppers expect.
Consider this:
- 79% of shoppers say seamless integration between in-store and online shopping is crucial.
- 76% are willing to use mobile devices for self-checkout and navigation within stores, with 95% of those who tried it saying they’d use it again.
These aren’t just numbers. They’re a call to action. Retailers who embrace connected operations and intelligent automation will lead the way in delivering the experiences shoppers demand.
What Comes Next for Retail?
The insights from Zebra’s Shopper Study couldn’t be clearer: retailers who connect their people, data, and operations in real time will thrive. AI will continue to play a pivotal role, not just in optimizing operations but in creating experiences that feel personal and effortless.
As competition intensifies, the stakes are higher than ever. Shoppers expect more, but they’re also willing to reward retailers who deliver. The future of retail isn’t just about innovation. It’s about integration. It’s about blending the human touch with technological precision to create something extraordinary.
You don’t have to navigate this alone. Zebra Technologies has spent decades helping retailers like you capture and use data to enable intelligent operations that improve customer experiences. Our intelligent solutions make real-time insight, connected collaboration, and optimized workflows possible.
Call to Action
Explore how AI is reshaping retail, empowering teams, and enhancing shopping experiences. Download the full Shopper Study and watch our video for deeper insights.
