2025年零售业AI现状报告（英）

2025 State of AI in Retail%%%N e w Res e a rc hFrom hype to reality: How retailers are actually using AI to shape customer experiencei n t r o d u c t i o nRetailers understand the importance of smooth, personalized customer experiences.Retailers understand the importance of smooth, personalized customer experiences. Now, squeezed by already tight margins and unpredictable tariffs, retail leaders are embracing AI to unlock efficiencies, strengthen loyalty, and drive growth. But while retailers are aiming for seamless customer experiences, the transition to AI has been anything but.For the first time, Amperity is taking the pulse of retailers across America as C-suite executives, marketing leaders, and front-line employees grapple with the sea change AI is unleashing on the industry. The 2025 State of AI in Retail reveals that retailers are adopting AI in droves — especially in sales, marketing, and customer support — but they’re often finding the tools expensive and difficult to implement. Brands are hesitant to deploy them in the customer-facing applications that have a direct business impact on growth and the bottom line. The results demonstrate the retail industry’s faith in AI’s ability to improve customer loyalty and customer lifetime value — and suggest paths to overcoming the early challenges involved in adopting the technology and realizing its promise. The stakes are high. In a competitive industry and tough economic conditions, any technology advantage could make the difference between success and failure. Retailers that make the most out of AI — applying it to customer-facing use cases that will deliver maximum ROI — could race ahead of the competition in the months and years to come.Tony Alika OwensCEO, Amperity2025 State of AI in Retail1Confidence in customer 
data is high…64% believe their customer data is structured and accessible enough to support AI use cases. 58% said their company is prepared to deploy AI tools at scale.Retailers are not yet 
applying AI to create better customer experiencesWhile a majority of respondents believe AI will help improve customer loyalty and customer lifetime value, less than half (43%) are currently using AI for customer-facing applications. …but question marks remainNotably, only 23% are currently using AI in production to resolve customer identities or prepare customer data for use in marketing or analytics. More than half (58%) said their customer data is fragmented or incomplete and only 21% are very confident in their ability to understand and act on customer behavior.Retailers with CDPs 
are outperforming the competition on AIOrganizations with a customer data platform (CDP) in place were twice as likely (60% vs 29%) than those without CDPs to use AI daily or several times per week, and they were also more likely (22% vs 10%) to have full adoption of AI across multiple business units.i n t r o d u c t i o nKey findings2025 State of AI in Retail2AI adoption is widespreadNearly half (45%) of