June 23, 2025 • 3 min read
Retail is undergoing a fundamental shift. According to Salesforce’s 2025 Connected Shoppers Report, the rise of autonomous AI agents, the surge in social-driven commerce, and the growing demand for unified shopping experiences are redefining how brands engage consumers. Based on insights from over 4,000 global shoppers and 1,400 retail leaders, the report provides a window into how technology and customer expectations are evolving in parallel—and why retailers need to respond with agility, personalization, and purpose.
Key Findings from the Report
Autonomous AI agents are being piloted by 43% of retailers to streamline operations, especially in customer service, marketing, and inventory.
84% of retailers already use AI in some capacity, with nearly all planning to expand their investment in AI and data infrastructure.
Only 15% of retailers have fully implemented unified commerce, but 88% say it’s critical to their goals over the next two years.
Shoppers are blending digital and physical experiences, with social platforms and messaging apps driving both discovery and purchases.
Loyalty programs are a key strategy in combating declining brand loyalty, with 84% of members saying they’re more likely to repurchase through such initiatives.
The CXF Take
Salesforce’s 2025 Connected Shoppers Report highlights the intensifying convergence of AI, commerce, and customer experience. A standout shift is the rise of AI agents — autonomous systems that are no longer just passive recommendation engines but proactive digital labor. From handling customer inquiries to managing stock, these agents are actively reducing the load on retail staff while improving consumer satisfaction.
Equally important is the consumer pivot to “shopping at the edge,” where product discovery, transaction, and service are happening on social platforms and messaging apps. Gen Z, for example, is leading the charge in AI-assisted shopping and social commerce, forcing brands to modernize the way they meet customers — not just where, but how.
Unified commerce — integrating systems across physical and digital fronts — is also an urgent priority. Retailers are moving beyond siloed POS and legacy tech to create seamless experiences and unlock deeper AI capabilities. But despite progress, fragmented infrastructure and rising operational costs remain bottlenecks.
Lastly, loyalty strategies are becoming more creative and digitally immersive. Programs are shifting from transactional to experiential, with younger shoppers valuing exclusive events and personalized rewards over traditional perks. It’s clear that to foster brand devotion in a high-choice environment, emotional engagement must accompany convenience.
Salesforce positions itself not just as a CRM leader, but as a strategic architect for retail transformation. The report underscores that competitive advantage in 2025 and beyond will belong to the brands that blend advanced AI, unified commerce, and human-centric digital experiences into a single, seamless ecosystem.