Retailers are orchestrating coherent and integrated journeys, and artificial intelligence is emerging as the enabler of that transformation. Recent data show that 89% of researchers in retail are experimenting with AI tools aimed at enhancing omnichannel insights, and 83% of firms are planning to unify disparate data sources across channels into a single view of the customer.
Behind these numbers lies a shift in behaviour: roughly 60% of shoppers now move fluidly between digital and physical shopping environments, expecting consistency at each step. That means brands must decode not just where a consumer is, but where they’ve been and where they might go next. AI’s value here is in its ability to process vast datasets, online clicks, in‑store visits, mobile app browsing, and turn them into predictive signals.
AI‑driven recommendations that span channels—from e‑commerce platforms to physical store counters or mobile chatbots, are becoming table‑stakes. One study suggests that consumers increasingly rely on AI‑powered tools over traditional search when seeking product advice.
On the market front, AI expenditure in retail is projected to grow sharply. For example, one estimate places AI investment at about US$19 billion in retail by 2027, growing at a compound annual growth rate in the low‑to‑mid‑30 per cent range. Another projection sees the “AI in retail” market expanding to more than US$41 billion by 2033.
itim Group plc (LON:ITIM) is a SaaS-based technology company that enables store-based retailers to optimise their businesses to improve financial performance and effectively compete with online competitors. Itim adds retail value by helping multi-channel retailers optimise their business and their stores to improve financial performance and compete more effectively with the “Amazons”.
