Retail is undergoing a profound transformation, becoming more conversational, creative, and contextual. Voice technology and AI are at the centre of this evolution, making shopping more accessible while enabling brands to meet customers exactly where they are, whether that’s through an AI agent, a social platform or a smart appliance.
This report explores five key trends shaping the future of the retail industry:
- Beyond chatbots: AI content is becoming oversaturated; retail brands should learn to master agentic discovery and human-first automation, fostering trust and reducing friction for shoppers.
- Beneficial Intelligence: the next wave of AI is transforming shopping from trial and error to informed decision-making.
- Dreams Unbound: Generative AI and voice AI are closing the gap between imagination and commerce – from personalised designs to co-created UX, commerce and conversion are increasingly being driven by creativity.
- Business as Social: through social platforms, voice and AI are transforming how brands engage, listen and respond in real time – providing experiences that feel conversational, responsive, and inclusive.
- Contextual Commerce: retail is now everything, everywhere, all at once – meaning retailers should position themselves within the activities that matter: whether on the commute or in the kitchen.
These trends reveal how voice technology and AI are transforming not just what consumers buy, but how they discover, evaluate, and engage with brands across every touchpoint. Each trend includes actionable opportunities designed to help brands innovate with impact.
Join us as we explore the ways retail brands, such as Amazon, Crocs, Wayfair, M&S and more, use voice and AI to keep pace with a fast-evolving industry.
of shoppers expect hyper-personalised AI services