The 2022 Coveo Ecommerce Relevance Report shows that while 93% of consumers expect their online shopping experience to surpass in-store, 91% still face issues such as slow websites, poor navigation, weak search, post-transaction problems, and inadequate customer service. Nearly half report service shortfalls, 32% struggle with navigation, and 29% with search deficiencies. Despite 59% expressing concern about data sharing, 51% would share data with trusted brands that deliver strong experiences. Younger shoppers, particularly Gen Z, are willing to pay more for faster product discovery, tailored recommendations, and opportunities to find something new, making AI-powered personalization critical for closing the retail gap.

Join for free to read