CI&T Report Shows That Over 60% of UK Consumers Already Use AI When Shopping, but Few Are Impressed by Retailers' Efforts
MWN-AI** Summary
A recent report from CI&T (NYSE: CINT) reveals notable insights into how artificial intelligence (AI) is shaping consumer shopping habits in the UK and Ireland. The study, which surveyed 2,000 consumers, highlights a pronounced gap between consumer expectations and the actual performance of retailers regarding AI integration. Notably, while 61% of respondents acknowledged using AI in their shopping experiences, a striking 68% could not identify a single impressive AI-powered retail encounter.
The report underscores a strong consumer desire for improved shopping experiences through AI, with 64% of participants advocating for its implementation. Nevertheless, skepticism lingers, primarily fueled by concerns about data privacy and the potential for biased recommendations favoring specific brands. The impact of data breaches is also significant, with 83% of consumers stating such incidents would influence their shopping behaviors, and 47% indicating they would cease shopping with affected retailers, either temporarily or permanently.
Moreover, 80% of consumers expect rising prices in the coming years, prompting 64% to adopt more cautious spending habits. The convergence of social media and retail has also gained traction, with 70% of consumers reporting purchases made through platforms like Facebook and TikTok, indicating a shift towards seamless, integrated shopping journeys.
Melissa Minkow, Global Director of Retail Strategy & Insights at CI&T, emphasizes that for retailers to remain competitive, they must swiftly adopt consumer-friendly AI solutions that enhance convenience, streamline product discovery, and deliver the best prices. The findings suggest that by 2026, consumer expectations will escalate, demanding more efficient shopping experiences that prioritize trust and relevance.
MWN-AI** Analysis
The CI&T report underscores a pivotal moment in the UK retail landscape: while over 60% of consumers have embraced AI in their shopping experiences, a staggering 68% remain unimpressed by the current offerings. Retailers face a critical challenge: there exists a significant gap between consumer expectations and the actual execution of AI-enhanced experiences.
The findings indicate that convenience is of utmost importance, with consumers expressing a desire for AI to streamline the shopping journey. Retailers must prioritize user-centric AI implementations that not only entice customers but also build trust. With data privacy concerns and skepticism regarding technologically induced biases leading the list of consumer apprehensions, it is essential for retailers to not only integrate AI solutions but to do so transparently to assure customers their data is secure.
Moreover, the gradual shift towards social media as a mainstream retail platform signals that retailers can enhance discovery and engagement by leveraging AI not just for personalization but also for strategic marketing across various digital channels. Retailers should invest in integrating AI solutions into social platforms that consumers already frequent, thereby creating seamless purchase experiences that reflect the entire shopping journey.
Investors should pay attention to companies poised to innovate in this space. Brands implementing consumer-friendly AI, prioritizing privacy, and showcasing their capabilities in enhancing the shopping experience will likely capture a significant market share. Thus, businesses like CI&T, which provide the technological backbone and strategic insights to execute effective AI solutions, are worth monitoring closely as they help guide retailers through this transformative period.
Looking ahead to 2026, those retail players who can merge AI efficiency with consumer trust stand to not only thrive but redefine the retail landscape, making them prime candidates for investment consideration.
**MWN-AI Summary and Analysis is based on asking OpenAI to summarize and analyze this news release.
Research reveals that while the majority of consumers have used AI to shop, over two-thirds cannot name a single standout AI-powered retail experience
CI&T (NYSE: CINT), a global AI and tech acceleration partner, today announced the release of Retail Tech Reality Check , a new report examining how artificial intelligence (AI) is transforming consumer shopping across the UK and Ireland.
Surveying 2,000 consumers in the UK and Ireland, the study highlights a significant gap between consumer expectations and retailer execution. It found that 61% of consumers are using or have used AI when shopping, with 53% doing so often. However, over two-thirds (68%) could not name a single AI shopping experience that impressed them.
While 64% of consumers want retailers to use AI to improve their shopping experiences, many remain sceptical about how retailers are implementing the technology, as trust remains the defining barrier to adoption. The research found that when it came to AI usage, consumers were most concerned about data privacy issues, followed by the fear that the technology would be biased and push them towards certain brands.
Other key findings include:
- 83% say a data breach impacts their shopping behaviours to some extent
- 47% say they stop shopping with a retailer, temporarily or permanently, after a security breach
- 80% expect prices of most goods to rise over the next few years, with 64% planning to be more cautious with their purchases to balance out rising costs
- 87% have at least sometimes found that an item they researched online was unavailable in-store when they arrived
Additionally, social media has become a mainstream retail channel. According to the report, 70% of consumers reported buying something directly or indirectly through it, with Facebook and TikTok as the most commonly used platforms. As a result, discovery, research and purchase are converging into one seamless journey that increasingly incorporates newer retail channels and touchpoints.
Melissa Minkow, Global Director of Retail Strategy & Insights at CI&T, said retailers must move faster to incorporate AI in consumer-friendly ways into the purchase journey.
Convenience remains the biggest driver when choosing shopping channels, with respondents saying they would most appreciate retailers using AI primarily to save them time, make it easier to find what they want, and help them get the best prices.
Minkow added, “Consumers are seeking solution-oriented shopping experiences, but discovery and control are still crucial parts of the journey. It is up to retailers to build and be part of the most valuable path to purchase for the shopper, without sacrificing their opportunities for exploration.”
CI&T’s findings suggest that 2026 will be a tipping point for UK retail, as consumers demand faster, and more relevant shopping experiences without compromising trust.
About CI&T
CI&T is an AI and tech acceleration partner. We help businesses navigate the complex, changing European technological landscape to unlock real, measurable impact with digital-first solutions. CI&T brings a 30-year track record of helping clients deliver accelerated impact through tech-integrated business solutions, with deep expertise across AI, strategy, customer experience, software development, cloud services, data and more.
As one of the world's first digital native companies, innovation is in our DNA, helping us empower clients to win by embedding digital maturity into the heart of their operations. With over 7,600 employees across 10 countries, we combine the expertise of a global business with an entrepreneurial mindset to drive transformation at scale and turn strategy into action.
View source version on businesswire.com: https://www.businesswire.com/news/home/20251201081893/en/
Media contact:
Olivia Guy Jenkins, The 10 Group
olivia.guyjenkins@the10group.com
Ana Livia Jardine, CI&T
analivia.jardine@ciandt.com
FAQ**
How does CI&T Inc Class A CINT plan to address the significant gap between consumer expectations and the actual execution of AI retail experiences in the UK and Ireland?
Given that 68% of consumers could not identify a standout AI shopping experience, what strategies will CI&T Inc Class A CINT implement to enhance consumer awareness and satisfaction in AI-driven retail?
What measures is CI&T Inc Class A CINT taking to alleviate consumer concerns regarding data privacy, bias in AI technology, and the overall trust in AI implementations within retail?
With the expectation that 2026 will be a pivotal year for AI in retail, how does CI&T Inc Class A CINT intend to differentiate its AI solutions to meet evolving consumer demands for faster and more relevant shopping experiences?
**MWN-AI FAQ is based on asking OpenAI questions about CI&T Inc Class A (NYSE: CINT).
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