In 2025, leading eCommerce technology vendors worldwide integrated artificial intelligence into a variety of new AI tools designed to enhance nearly every aspect of eCommerce platforms and operations. Is your company using AI in its eCommerce strategy?
New survey results featured in the 2026 edition of Digital Commerce 360’s “Leading Vendors to the Top 1000 Retailers Report” provide insights into what online shoppers value when purchasing from retailers’ websites and apps. The report not only ranks the most commonly used technology vendors among North America’s leading online retailers but also includes shoppers’ perspectives on topics such as personalisation and search. This highlights how online shoppers perceive the meaningful innovation brought by AI features.
So, what are the primary benefits shoppers perceive from AI features when shopping online? The study concluded 3 main benefits:
- Artificial intelligence helps shoppers find better deals
- AI saves shoppers time
- Improves product discovery
“Customer experience has become a central focus for businesses. People prefer to buy from individuals rather than algorithms. This is why retailers that invest in technology to provide a consistent and trustworthy experience are likely to achieve long-term customer loyalty.”
stated Cătălin Bordei, Managing Partner at Innobyte, during the Black Friday 2025 debate in Romania, which took place at the InnVolve 2025 event.
The discussion featured representatives from Vexio, F64, and Magnolia, all of which have a significant online presence in Romania. During their discussion, the representatives highlighted 10 trends expected to shape online retail over the next 5 years. Two of these trends are related to artificial intelligence:
1. Human connections come first: While AI is valuable for automation, it cannot replace human empathy.
2. Understanding AI: Companies are utilizing artificial intelligence to enhance efficiency, but it is not being used for direct customer interactions.
Is your company using AI in its eCommerce strategy? Recent studies indicate that AI use is increasing and significantly improving the customer experience. Still, the right answer is to integrate the right AI tools that fit your business needs. If you’re not yet incorporating AI, let’s collaborate to develop a plan that includes the essential features your brand needs to enhance its success.
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