UK shoppers desire AI-driven retail experiences but are wary of its use

Less than half (41%) of UK shoppers believe that AI is having a positive impact on their retail experiences. Despite this, more than two-thirds (70%) prefer brands that offer personalised recommendations – a common use case for AI in retail.

These findings come from a new study by SAP Emarsys, which surveyed over 2,000 UK shoppers. The research suggests a clear conflict between consumer concerns about AI and their desire to reap the...

24 August 2023 | Commerce

Just 1% of consumers do not utilise subscription shopping services

Despite cost of living pressures, 86% of UK shoppers have increased, or at least maintained, their spending on subscriptions over the last year, while 78% intend to ringfence or increase their subscription spending in the months ahead.

Only 1% in the UK and across all markets surveyed now do not consider themselves to be subscribers in any form.

These are some of the findings of a study into subscription shopping trends to date by OnePoll and online travel firm eDreams...

16 May 2023 | Commerce

Shoppers prefer to purchase via mobile phone after visiting stores

Entering the 2022 holiday season, consumers are increasingly embracing a hybrid shopping experience that couples in-store visits with digital tools that optimise the buying process.

This is according to a global survey of nearly 3,000 customers commissioned by cloud communications platform Sinch. 

Shoppers prefer retailers that super-charge the in-person experience by layering on a level of automation and efficiency before they even enter the store. For example, a...

16 November 2022 | M-Commerce

25% of UK’s leading brands charge consumers for returning online purchases

A woman with a latptop and bank card.

A quarter (25%) of the UK’s leading brands such as Zara and Boohoo are now charging shoppers to return purchases they have made online; a year-on-year increase of 14%.

The State of Operations Experience Management Study Series 2022, conducted by parcelLab, the Operations Experience Management platform, found that of those consumers being charged for making a return, the average cost is £3.53 and it takes an average of nine days for refunds to be processed. To undertake this...

18 October 2022 | Best Practice

How M&S increased engagement and achieved listings consistency with 1,063 stores

Marks & Spencer's St Helens store.

Marks & Spencer (M&S) is a leading British retailer bringing quality, great value food, clothing and homeware to millions of customers across the UK and around the world, from everyday style on M&S.com, to the very best prawn sandwiches at convenience M&S Simply Food locations.

The problem:

M&S continued to serve its customers throughout lockdown and strived to find new ways to help them shop with confidence and find the information they need online...

18 November 2021 | Automation

A quarter of Brits start Christmas shopping in August

A dog wearing a reindeer antlers headband.

A quarter (25%) of Brits that celebrate Christmas say they will have started thinking about Christmas shopping before the end of August.

This is according to a report from eBay Ads UK which suggests that greater consumer confidence in the return of the traditional Christmas could prompt people to start shopping sooner and spend more this festive season – and brands will need to act early to make the most of the opportunity.

More exciting

The research, which...

4 August 2021 | Advertising