2025 Commerce Relevance Report on Retail Expectations

The 2025 Commerce Relevance Report is a detailed analysis of the evolving expectations and behaviors of modern shoppers in the retail sector. It examines the integration of online and in-store shopping experiences, emphasizing the significance of trust and the role of Generative AI (GenAI) in enhancing customer engagement. The report highlights that today's consumers demand a seamless blend of physical and digital interactions, with a strong focus on convenience, personalization, and consistency. It presents findings from a survey of 4,000 shoppers in the U.S. and U.K., revealing critical insights into shopping habits, including the importance of effective search functionalities and the impact of poor product discovery on customer retention. The report outlines strategies for brands to bridge the gap between customer expectations and actual experiences, aiming to foster trust and drive sales success in a competitive retail landscape.