Retailers struggle to bridge the gap between loyalty and AI readiness

The survey, which polled 200 senior executives including Chief Customer Officers and E-commerce Directors, highlights a clear divide between ambition and execution. While 72% of respondents acknowledge they are not yet ready, the appetite for change remains high. Over half of those surveyed expect AI to drastically accelerate customer insight and decision-making over the next three years, moving beyond simple automation toward proactive, intelligent agents.

Personalization stands as the most critical objective for these firms, with 44% of respondents aiming to utilize AI to deliver one-to-one engagement at scale. Thomas Hill, co-founder at HyperFinity, notes that the industry is shifting away from reactive reporting toward real-time strategic decision-making. He emphasizes that the true value lies in using AI to optimize retail choices while human teams focus on complex commercial judgment. Notably, Hill distinguishes this approach from dynamic pricing, warning that the latter risks eroding customer trust, whereas deep personalization fosters long-term retention.