A Salesforce survey reveals consumer trust in companies has reached a record low, with 72% trusting businesses less than a year ago. Many (65%) feel companies mishandle customer data, and nearly 60% prefer fewer contact points during purchases. Younger generations, particularly Gen Z and Millennials, are more open to using AI for faster service, with 37% favouring AI agents over human interactions and a third willing to share personal data for personalized experiences.

AI’s role in retail is growing, with 43% of young consumers believing it raises customer experience expectations. Transparency remains vital, as 75% want to know when interacting with AI. Salesforce predicts AI will influence over $200 billion in global online holiday sales, helping retailers meet rising customer demands while improving efficiency, loyalty, and profitability.

Source: MediaGuru

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