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AI agents for shoppers: Rise of agentic AI in retail experiences

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Shopping will always be part of the human experience. But with the advent of AI agents — intelligent algorithms that can research, compare, and even purchase products on behalf of consumers — humans may not always be part of the shopping experience.

In our latest POV, AI agents for shoppers: Creating a new path to purchase through consumer focused agentic AI in retail, we explore how AI is becoming an active participant in the commerce journey, anticipating individual needs and preferences, identifying optimal products, and factoring in key criteria like price, availability, and delivery—with minimal human intervention.

While still in its early days, consumer appetite for intelligent solutions suggests that agentic AI could fundamentally reshape shopping, which means retailers may need to rethink their digital strategies.

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In this POV, we’ll explore how agentic AI and AI-enabled shopping assistants are:

  • Removing traditional constraints within the journey and reframing shopping from product browsing to problem solving.
  • Challenging long-held loyalty models through improved access and choice.
  • Increasing the need to differentiate the brand through value-led attributes, such as sustainability, transparency, social responsibility and justice.

Our experts will also offer five key digital, cultural and social considerations for brands to prepare for and seize the agentic AI opportunity.

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      Meet our experts

      Tim Bridges

      Global Head of Consumer Products & Retail
      Tim Bridges leads ÎÚÑ»´«Ã½â€™s Global Sectors and the Consumer Products, Retail, Distribution (CPRD) global sector practice, a portfolio that includes major global retail, fashion, restaurant, consumer products, transportation, and distribution brands such as McDonald’s, Coca-Cola, Meijer, Office Depot, Domino’s, and Unilever.

      Lindsey Mazza

      Global Retail Lead, ÎÚÑ»´«Ã½
      Lindsey is ÎÚÑ»´«Ã½â€™s Global Retail Lead. She is a retail thought leader and subject matter expert who specializes in shopper-centric, unified-channel commerce and innovation. With nearly 20 years’ experience in retail transformation, Lindsey has served some of the world’s largest retailers in analytics-enabled integrated planning and execution, from consumer demand to receipt.

      Steve Hewett

      Head of Customer Transformation, frog, ÎÚÑ»´«Ã½
      Steve specializes in the digital transformation of ‘retailing’ – he is leading our offer development for how generative AI will impact the e2e CX of our clients and their customers – from how it will help to set new customer experience strategies & develop new propositions to how it will transform digital marketing, omni- commerce, store experience & operations, customer service, and CRM & Loyalty.

      Kees Jacobs

      Expert in Consumer Products & Retail

      Owen McCabe

      Vice President, Digital Commerce – Global Consumer Goods & Retail, ÎÚÑ»´«Ã½
      Owen is the Global leader for Digital Commerce at ÎÚÑ»´«Ã½. He has led several major digital commercial transformations to enable our Consumer Goods clients to win through data and tech in the new retail landscape emerging through 2030. His previous experience includes 9 years as the global digital commerce practice leader at WPP/Kantar and more than a decade in senior brand marketing and sales roles at P&G and Nestle.

      Dinand Tinholt

      Vice President, ÎÚÑ»´«Ã½ & Data, ÎÚÑ»´«Ã½
      “Even while investment levels in data and AI initiatives are increasing, organizations continue to struggle to become data-powered. Many have yet to forge a supportive culture and a large number are not managing data as a business asset. For many firms, people and process challenges are the biggest barriers in activating data across the enterprise.”