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ZDNET's key takeaways
86% of commerce leaders say AI is raising expectations.
Agentic AI use in shopping grew 200% year over year.
Only 27% of companies have fully unified customer data.
The use of agentic AI search as the first step in shopping online grew by 200% in the last 12 months, according to Salesforce's State of Commerce report, a survey of 3,450 commerce professionals and 4,690 consumers, plus behavioral data from more than 1.5 billion global shoppers. AI is raising the bar for customer expectations, making the expansion of AI for e-commerce the No. 1 priority for commerce leaders. Here are the key takeaways from the report:
AI and data are the top priorities for commerce leaders
The top priority for commerce leaders is the implementation and expansion of artificial intelligence capabilities. The second-highest priority is improving data quality, accessibility, and management, followed by automating and streamlining processes. Eighty-six percent of commerce professionals believe that AI is raising the bar for customer experiences, and 61% say that meeting rising expectations is harder than ever.
Also: Google says AI agents spending your money is a 'more fun' way to shop
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