Retailers are relying on automation and AI to address shrinkage, inventory challenges and demand for seamless retail experiences as shopper satisfaction continues to decline
Zebra Technologies Corporation , a global leader in digitizing and automating workflows to deliver intelligent operations, unveiled the findings of its 18th Annual Global Shopper Study. The research shows Gen AI and automation solutions emerging as critical tools, with 87% of retail leaders citing their importance in loss prevention efforts.
“Retail’s future belongs to those who connect the physical and digital worlds through intelligent workflows,” said Matthew Guiste, Global Retail Technology Strategist, Zebra Technologies.
“Retail’s future belongs to those who connect the physical and digital worlds through intelligent workflows,” said Matthew Guiste, Global Retail Technology Strategist, Zebra Technologies. “With AI, automation, and improved workflows, retailers can reduce loss and deliver the fast, seamless, and personalized experiences that shoppers demand.”
The data indicates shopper satisfaction levels have dipped for the second consecutive year, declining to 79% for in-store and 73% for online experiences compared to 81% and 79% respectively last year, and 85% for both in 2023.
The research also highlights a shift in shopper priorities. While increasingly drawn to convenience, speed, and value, nearly eight-in-ten shoppers prioritize discounts and promotions as inflation pressures persist. At the same time, consumers demand operational excellence, expressing frustration with out-of-stocks, locked-up products or a lack of self-checkout lanes.
Connecting Frontline Teams with Advanced Technology
Retailers increasingly recognize the important role of technology in enhancing the shopping experience as delays in accessing information hinder associates and disrupt service. According to the study, 88% of associates report challenges in obtaining timely assistance or information, up from 82% last year.
Providing the right technology alleviates stress and boosts job satisfaction. Eighty-seven percent of surveyed associates believe effective tools make their work more enjoyable and less stressful while helping them provide better service to customers. Plus, 90% believe the right technology helps them complete tasks faster. Discover more insights behind this data in this blog post.
Optimizing Inventory and Mitigating Shrinkage Remain Priorities
Inventory challenges continue to impact shopper satisfaction and retailer profitability. While improvement is evident year-over-year (52% in 2025 vs 57% in 2024), more than half of shoppers reported leaving stores without all the items they intended to purchase, often due to out-of-stocks or difficulties locating products.
Retailers acknowledge these gaps, with 84% of decision-makers citing real-time inventory synchronization as a top priority for their organizations. In fact, many of them plan to implement advanced technologies such as computer vision (57%), RFID (54%) and Gen AI (51%) over the next five years as they are viewed as essential tools for improving inventory visibility and reducing shrinkage.
Boosting Revenue and Profitability with Improved Workflows
Improving inventory management also has a positive impact on retailers’ bottom line. Based on a recent research study from Zebra in collaboration with Oxford Economics titled, “Impact of Intelligent Operations,” retailers achieved up to 1.8-percentage-point increases in revenue growth and profitability through improvements in their prioritized workflow of inventory management.
According to the Global Shopper Study, retail decision-makers recognize the importance of making these improvements to drive online and in-store sales. Optimizing inventory processes jumped nine percentage points (38% in 2025 vs 29% in 2024) as the leading way retailers believe they can boost profits from online orders.
Inventory optimization also ranked in the top three for in-store profitability drivers at 38%, topped by automation for more real-time inventory visibility (39%) and in-store digital ads and retail media networks which rose to 43% from 37% last year. Zebra recently acquired Elo which provides solutions that retailers use to build their own retail media networks and enhance the customer experience.
“Shoppers want more than transactions – they want meaningful connections and frictionless experiences,” added Guiste. “With the right technology and a commitment to continuous improvement, retailers can build trust, drive loyalty, and stay competitive in an evolving retail landscape.”
Some of the latest solutions from Zebra improve inventory visibility, associate productivity and loss prevention while those from Elo expand in-store engagement and digital media capabilities:
- ET401 Tablet is equipped with the Qualcomm® Dragonwing Q-6690 processor supporting Wi-Fi 7, the latest in embedded AI, and multimedia plus the world’s first enterprise mobile processor with fully integrated RFID capabilities, enabling retail associates to locate items quickly, update stock levels in real time, and minimize out-of-stock scenarios.
- WS301 Wearable Mobile Computer, the industry’s smallest wrist and clip enterprise Android touch computer, empowers the frontline with hands-free communication and task execution and enhances retail collaboration with Zebra’s Workcloud Sync. The WS301’s top-facing camera captures barcodes while the front-facing safety camera aids in voice-first controls to ensure associates can respond to shopper needs more effectively.
- DS82 Series Scanner combines advanced scanning capabilities with built-in RFID to streamline checkout processes, reducing wait times while also providing real-time inventory updates and loss prevention measures.
- Elo I-Series 5 with Android, the fifth generation of Elo’s all-in-one touchscreen computer, can be used as a multi-information center for in-store price-checking, inventory lookup, cross-selling, wayfinding, and retail-media applications – all from a single device.
- EloPOS Z30 is a modern point-of-sale system featuring an optional integrated customer-facing display, bringing the same multi-information capabilities directly to the checkout counter.
