Gen AI and automation solutions are emerging as critical tools in the retail industry, with 87% of retail leaders citing their importance in loss prevention efforts.
The findings are from Zebra Technologies Corporation’s 18th Annual Global Shopper Study, which reveals retailers are relying on automation and AI to address shrinkage, inventory challenges and demand for seamless retail experiences as shopper satisfaction continues to decline.
The data indicates shopper satisfaction levels have dipped for the second consecutive year, declining for both in-store (79% globally, 75% in APAC) and online experiences (73% globally, 69% in APAC). This marks a further decline compared to the past two years, with the highest satisfaction levels recorded in 2023 at 85% globally (for both in-store and online) and 81% in APAC (for online experiences).
“As the holiday shopping season approaches, the retailers that will stand out are those embracing the ‘phygital’ experience – seamlessly connecting physical and digital through intelligent workflows,” said Nathahn Walter, ANZ Regional Sales Manager, Zebra Technologies.
“By harnessing AI, automation, and smarter operations, retailers can deliver faster, more seamless, and personalised experiences for their customers when it matters most.”
Connecting frontline teams with advanced technology
Retailers are increasingly recognising the importance technology plays in enhancing the shopping experience, as delays in accessing information can hinder associates and disrupt service. According to the study, 88% of associates report challenges in obtaining timely assistance or information, up from 82% last year. This is similarly echoed by APAC associates, at 85% and 76% respectively.
Providing the right technology alleviates stress and boosts job satisfaction. More than 8-in-10 surveyed associates (87% globally, 84% in APAC) believe effective tools make their work more enjoyable and less stressful while helping them provide better service to customers. Plus, the large majority (90% globally, 86% in APAC) believe the right technology helps them complete tasks faster.
Inventory and shrinkage priorities
Unsurprisingly, inventory challenges continue to impact shopper satisfaction and retailer profitability. While improvement is evident year-over-year, almost half of shoppers (Global’s 52% in 2025 vs 57% in 2024; APAC’s 47% in 2025 vs 49% in 2024) are still leaving stores without all the items they intended to purchase, often due to out-of-stocks or difficulties locating products.
Retailers acknowledge these gaps, with 84% of global decision-makers (85% in APAC) citing real-time inventory synchronisation as a top priority for their organisations. In fact, many of them plan to implement advanced technologies such as computer vision (57% globally, 55% in APAC), RFID (54% globally and in APAC) and Gen AI (51% globally and 62% in APAC) over the next five years as they are viewed as essential tools for improving inventory visibility and reducing shrinkage.
According to the Global Shopper Study, retail decision-makers recognise the importance of making these improvements to drive online and in-store sales. Optimising inventory processes jumped nine percentage points (38% globally vs 36% in APAC), as the leading way retailers believe they can boost profits from online orders.
Inventory optimisation also ranked in the top three for in-store profitability drivers (38% globally, 36% in APAC), topped by automation for more real-time inventory visibility (39% globally and 36% in APAC) and in-store digital ads and retail media networks which rose to 43% globally (42% in APAC).
