2025年AI消费者崛起：一场由需求侧驱动的万亿美元级变革报告（英文版）

Consumers

who

embrace

AI

could

drive

up

to55%of

spending

by2030.Businesses

can

stayaheadoftheadoptioncurvebyunderstandingthenewAI-poweredcustomerandthewants,needsandexpectationsthatwillshapetomorrow’smarkets.3

IntroductionHowAI-poweredconsumerswillredefinemarketsandbusinessmodels6

Consumers

changeAlookattheAIenthusiastsandnaysayers10

A

new

customer

journeyAI’sunexpectedtrajectoryacross

theLearn,Buyand

Use

phases25

Three

waves

ofWhattoexpectinthenextfiveyears31

The

agentic

internetFromaugmentedtoagenticconsumption35

Six

strategic

prioritiesHowtogetreadyfortheAI-empoweredconsumerage43

Final

word44AbouttheauthorsTable

of

contentsmarketchangethegameIntroductionFor

the

past

two

years,the

question

of

how

tobest

use

artificial

intelligence(AI)has

dominatedbusiness

agendas.At

most

organizations,the

workhas

been

largely

internal.Leaders

have

focused

onboostingefficiency,preparingtheworkforcefornewwaysofworkingandintegratingthetechnologyintotheiroperations—ineffect,activitiesthatbusinessescan

directly

control.This

internal

work

has

been

worth

theeffort:In2024,we

predicted

it

would

drive

up

to$1trillionin

GDP

due

to

productivity

gains

by2032in

the

US

alone.By2030,AIenthusiastswilldrive

consumerspending:$4.4T

$690BintheUSintheUK$540B

$670Bin

Germany

in

Australia3New

minds,

new

marketsYet,outsidetheboardroom,amorepowerfulandpotentiallymultitrillion-dollarforcehasbeengaining

momentum:consumersexperimentingwithAI—with

hugeimplicationsforbusiness.Already,peoplearesearchingforproductsusingconversationalAIandevenplacingorderswiththeirvoiceassistants.Basedonournewestresearchstudy,whichisfocusedonconsumeruseofAI,theseseemingly

inconsequentialactivitieswillsoontransformtheconsumer

journey:howpeoplediscover,purchaseand

engagewithproductsandexperiencesafterthesale.Thiscustomer-ledmovementcannotbeignored.By2030,

AI-friendlyconsumerswillberesponsibleforupto55%ofconsumerpurchasingactivity.Drivingthismassiveuptickisasmallbutfast-growingsegmentofconsumers

ourresearchhasidentifiedasAIAccelerators.Thisgroup

notonlyembracesAI-enabledtoolsbutalsorepresentsthefutureofpurchasing.Acceleratorsmakeup

just25%

ofconsumerstoday,butastheirincomeandspending

powerincreases,theywillbecomeanincreasinglyinfluentialmarketforce.By2030,AI-friendlyconsumers

will

beresponsibleforupto55%ofconsumerpurchasingactivity.4New

minds,

new

marketsIntroductionAtthesametime,consumercomfortwithAIisnotuniversal,norisitconsistentacrossthethreekeyphasesofthecustomer

journey:when

customersarelearningaboutnewproducts,buyingthemandusingthem.ManypeoplestillapproachAIwithcaution,understandingtheconvenienceandtimesavingsitoffersbutremainingreluctanttocedecontroloftheprocess,especiallyatcriticalmoments,suchas

whenclicking“buy.”Thesemixedattitudeswilldrivethreedistinctwavesofmarketchangeoverthenextfiveyears,culminatingin2030whenAIwillbefullyembeddedinthepurchase

journey.Itwillbevital

fororganizationstounderstandthenuancesof

whatconsumerswanttodowithAI(andwhattheydon’torwon’t)andhowtheirbehaviors

willdevelop.BusinesseswillalsohavetounderstandandprepareforwhatcomesnextintheAI

journey:theagenticinternet,aninterconnectedecosystemofAI-enabledtoolsandagentsworkingonbehalfofconsumerstoautonomouslylocate,evaluate,purchaseandmaintaintheproductsandservicestheyrelyon.Withtheagenticinternet,consumerswillgainwhatamountstoapersonaldigitalconciergethatworkswithbusinessAIagentstoorchestrate

complextasksacrossthepurchase

journey.Businessesthatadapttothisnewrealitywill

thrive,butthechallengesareformidable.Thereareseriousconsiderationstokeepinmind

such

as:•

Howtoanticipateandmeetthedemandsof

AI-enabledconsumers•

Howtoengagewithbothhumancustomers

andthedigitalcounterpartsworkingforthem•

Howtochangecurrentbusinessand

operationalmodels,technologiesand

strategicpartnershipsThesequestionsmustguidedecision-makingnot

justforconsumer-facingbusinessesbutalsofor

anycompanythatproducesandsellsaproduct

orserviceintheAI-driveneconomy.Ourresearch,conductedwithOxfordEconomics,

exploresthesedynamicsandissuesusinginsights

fromover8,400surveyrespondentsacrossfourcountries.Theworkwassupplementedwithextensiveeconomicmodelingandin-depthdiscussionswith80consumersconductedbyCognizant

Research.The

findings

are

clear:AIwillreshapetheconsumer

journeyacrossitsthreepivotal

phases—Learn,Buy

and

Use—with

each

presenting

distinct

challenges

and

opportunities.Thisreportisyourguidetonavigatingthetransformation,stayingaheadoftheadoption

curveandanticipatingthewants,needsanddeal-breakersforanewclassofAI-empowered

customers.5New

minds,

new

marketsIntroductionConsumerschangethegameA

look

at

the

AI

enthusiasts

and

naysayersTo

understand

how

AI

will

changeconsumer

behaviors

and

its

long-termeconomicimpact,weneededto

segmentconsumersintodemographicgroups

based

on

their

overall

likelihoodtouseAI.Todothis,wecreatedtheAI

Intensity

Index,applying

insightsfromananalysisofhistoricpatternsof

consumertechnologyadoptiontoAIsentiment

responses

from

our

survey.

(See

methodology

for

details

on

thecreation

of

the

AI

Intensity

Index.)ThehigherontheAIIntensityIndexsomeonescores,the

morelikelytheyaretouseAIduringtheirpurchasingjourney.Thelowertheirscoreisontheindex,themore

likelytheyaretoeschewAIwhenresearchingandpurchasingproductsandservices.Usingthisanalysis,weidentifiedthreepivotalgroupsthat

representthehighestandlowestlevelsofAIintensity:Accelerators,EarlyAdoptersandAnchors.Afourthgroup,

Agnostics,representspeoplewhohavenostrongfeelings

aboutAIand,assuch,areunlikelytomovetheneedlein

either

direction(see

Figure

1).AsAcceleratorandEarlyAdopterpurchasingpowergrows,bothgroupswillbecomeagentsoftransformation

acrossindustries.However,Anchorswillcontinuetobeanimportantconsumergroupforbusinessestoretain

andserve.The

higher

on

the

AI

Intensity

Indexsomeonescores,themorelikelytheyaretouseAIduringtheirpurchasingjourney.The

lower

their

score

isintheindex,themorelikelythey

are

to

eschew

AI

whenresearchingandpurchasing

productsandservices.Consumerschangethegame7New

minds,

new

marketsAIIntensityIndexLikelycharacteristicsWhythismattersEarlyAdoptersTechenthusiasts17%

ofAcceleratorsAged18-24AlwaysinterestedintryingnewtechWhiletheiryoungagecorrelateswith

lowerpurchasingpower,theirenthusiasmtoadoptthelatesttechnologymakesthisanimportant

groupto

watch.AcceleratorsTop25%Aged18-44UniversityeducatedHaveayoungerWiththeirhighpurchasingpowerand

willingnesstoembedAIintotheirAI-friendlyfamilyeverydaylife,thisgroupwillbeadriving

forceinAI-influencedmarketchange.AgnosticsNostrongopinionMiddle50%AllagesNoparticularinterestinusingornotusingAIBecausethisgroupdoesn’thavestrongfeelingsaboutusingAI,it’sless

possibletopredicttheirimpactonAI-drivenchange.AnchorsWaryandresistantBottom25%Aged

55+NochildrenTheircautionaboutusingAIandpreferenceforlow-techexperienceswill

slowAImomentumatfirst,butastheirFourconsumergroups,basedonAIintensityUsingourAIIntensityIndex,wesegmentedconsumersintofourgroups

basedontheirlikelihoodtouseAIintheirpurchasing

journey.Base:8,451respondentsinthe

US,

UK,GermanyandAustraliaNote:OuranalysisuncovereddemographicdetailsthatarestatisticallymostlikelytobeassociatedwitheachoftheseSource:Oxford

Economics

and

Cognizantgroups.Thecharacteristicsareindependentofeachother,anddonotnecessarilyapplytoeachconsumerinthegroups.spendingpowerdiminishes,theirinfluencewillbeeclipsedbyAccelerators.ConsumerschangethegameHaveayounger

familyUniversityeducated8New

minds,

new

marketsHighincomeLower

incomeFigure1Meanwhile,ourresearchalsorevealsinsightsthataretrueacrossallfourconsumercohorts.

ThesefindingsareimportantforbusinessestoconsiderastheydeterminethebestwayforwardforinteractingwithconsumersusingAI:ConveniencedrivesadoptionForallconsumers,convenienceisthestrongest

driverofAIadoption.Frustrationwiththebuying

process,a

problem

noted

by75%ofallrespondents,willpushconsumerstowardAIsolutionsthatsavethemtime.Infact,22%ofconsumerscitedtimesavingsastheirtopreason

for

using

AI

compared

with

just12%whoseeitasawaytofindthebestdeal.FamiliaritybreedstrustOurresearchsuggeststhatincorporatingAIintofamiliardevicesanduserexperiencessuch

assmartphonesandappscouldencourageAIadoptionacrosscohorts.Consumershavealreadybecomecomfortablewithawiderange

ofsensitiveandrelativelyriskyactivitiesontheirmobiledevices,includingbankingservices

(which52%ofrespondentsarecomfortabledoing)and

booking

travel(44%).The

samedynamiccouldunfoldwithAI.Asitintegratesseamlesslyintofamiliardevicesandconsumers

gainmoreexposuretoAI-poweredtools,theirdistrustandfearmaydiminish,too,making

themincreasinglyreceptiveovertime.ControliscriticalEvenwiththeirdesireforconvenience,consumersrequireasenseofcontrol,especially

whenitcomestofinalizingthepurchaseselectionandtransaction.Astriking75%say

theyareunlikelytoallowAItoautomatically

reorderandpayforhigh-valueitemswithout

theirdirectauthorization.Consumerschangethegame9New

minds,

new

marketsAnewcustomer

journeyAI’s

unexpected

trajectory

acrosstheLearn,Buyand

Use

phasesExplained:ComfortQuotientAcompositescoreofconsumers’comfortwithusinganarrayofAItoolsacrossthethreestagesofthepurchase

journeyand36products

andservicesin15industries,basedonsurveydataandin-depthconsumerinterviews.Theanalysisfocusesontheagegroupsmosttypicallyassociatedwitheachcohort(seeFigure1),withtheexception

ofEarlyAdopters,whoareidentifiedbytheirstatedwillingnesstobethefirsttousetechnology.Highernumber=morecomfortableLowernumber=lesscomfortableTounderstandconsumerbehaviorsata

more

granular

level,we

also

studied

AI

use

at

each

phase

of

the

purchase

journey.This

journey—how

consumersdiscover,purchaseandengagewithproductsandservicesbeforeandafter

a

sale—is

at

the

heart

of

the

business-

customerrelationship.Weseparatedconsumertouchpointsintothreebuckets,

whichwe’vedubbedLearn,BuyandUse.Next,wecalculatedaComfortQuotient,usingqualitativeandquantitativedatatorateconsumers’levelofcomfortusingAIateachtouchpointonascaleofzeroto100.The

higherthescore,thehigherthecomfortwithAIuse.1OurComfortQuotientrevealsunevenconsumer

acceptanceofAIacrossthepurchase

journey(see

Figure2).How

consumers

discover,purchaseandengagewithproductsandservicesbeforeand

after

a

sale

is

at

the

heartof

the

business-customerrelationship.Anewcustomer

journey11

Newminds,new

marketsBuyThisdecision-makingphaseiswherewesawthemosthesitationfromconsumers.TheaverageComfortQuotientfortheBuyphaseis

just27.Even

Early

Adopters

show

an

overall

reluctance

to

useAItoexecuteonpurchases,withacomparativelylowscoreof34.Anchorsareparticularlyhesitant,withascoreof

just16.27“I

hate

the

idea

of

AI

helping

memakepurchasesbecauseIliketoknowwhatandwhenI’mbuying,and

what

paymentmethod

I

use.”Eugene,36,

USComfortQuotientscoresacrossthepurchase

journeyConsumersaremostcomfortableintheLearnphase,followedbyUseandBuy.LearnUseConsumercomfortwithAIreboundsinthepost-saleengagement

phase,reachingaComfortQuotientof39.ThisscoreisbuoyedpredominantlybyaneagerEarlyAdoptercohort,withaquotient

of47,butalsobyasurprisinglystrongshowingbyAnchors.Withascoreof34,UseturnsouttobewhereAnchorsaremost

comfortableusingAI.ThisdiscoveryphaseiswhereconsumersfeelmostcomfortablewithAI-enabledtools,achievinganaverageComfortQuotientof47.

Assuch,Learnisthefirstandmostcriticalphaseforbusinessestofocuson.However,therearevastdifferencesamongcohorts.Early

AdoptersandAcceleratorshavemuchhigherscoresof58and50,

respectively,whileAnchorshaveascoreof33.“I

love

that

AI

can

optimize

myexperiencebyhelpingmegetthemostvaluefromaproductorservicewithoutneedingtoread

a

manual

or

set

of

instructions

or

search

for

tutorials

online.”Idris,25,

UK“I

love

the

idea

of

AI

helping

mechooseproductsandservicesbecauseyoucanmaketheprocessfaster,moreefficient,

andevenenjoyable.”Amrita,26,Australia3947Figure2Base:8,415respondentsinthe

US,

UK,GermanyandAustralia,aswell

as80

in-depth

consumer

interviewsSource:Cognizant

Research

analysis

of

data

collected

by

Oxford

Economics

and

YouGovAnewcustomer

journey12

Newminds,newmarketsFrustrationwithtraditionalsearch

sparks

a

desire

for

convenienceConsumers

don’t

always

trustwhat’s

behind

AI

search

resultsDifferentconsumerswantdifferentapproachestodiscoveryTheLearnphaseiswhereconsumersformtheirfirstimpressionsofabrand.However,it’salsoacommonarea

ofconsumerfrustrationgiventheoverwhelmingnumber

ofoptionsthattraditionalsearchmechanismsyield.This

makesLearnalow-hangingfruitforAIimprovement.Ratherthanalaundrylistofsearchresults,AIdiscovery

cancurateashortlistofoptions.Whencombinedwithconsumers’highcomfortlevels,theLearnphaserepresentsaprimeopportunityforbusinessestocaptureattentionandinfluencedecisions.DoingsostartswithunderstandingwhatconsumersvalueaboutusingAIinthisphaseandtheAItoolsthey’remostcomfortableusing.The

Learn

phase:AI

has

already

captured

consumers’hearts

and

mindsAnewcustomer

journey13

Newminds,newmarketsComfortQuotients:LearnMorecomfortable90807058

Adopters50

Accelerators33

Anchors302010LesscomfortableFrustrationwithtraditionalsearch

leadstoadesireforconvenienceConveniencemattersatthisstageassavingtimeisthetopreasonconsumersciteforusingAIintheLearnphase.Inacrowdedmarket,consumersarekeentofindwhatthey’relooking

forswiftly—whetherthat’saskingavoiceassistanttosuggestoptionsbasedontheirpersonaldataorusingvisualsearchtoidentifyabrandorproducttheyscreenshotonsocialmedia.AI-enabledtoolsthatdeliveronconsumer

desiresforashorter,streamlineddiscoveryprocess—suchasvoiceassistants,conversationalAI,personalizedrecommendationsandvisualsearch—rankedhighestinconsumercomfortlevels(seeFigure

3).Here,AIfunctionsasanassistant,curatingoptionsandstreamliningthediscoveryprocess.Inourqualitativeresearch,consumerspraised

toolssuchasconversationalAIforsimplifying

complexsearches(“It’sagreattooltofindandunderstandsomethingcomplexwithlittle

exploration”)andvisualsearchforspeed(“It

makesitconvenienttofindspecificproductsI

don’tknowthenameof”).Consumersdon’talwaystrustwhat’sbehindAIsearchresultsButthere’sanothersidetothiscoin:Amidtheir

questforconvenience,evenAcceleratorsandEarlyAdoptersstresstheneedforprivacy,trustandtransparency.Dynamicpricingandtargetedads,forexample,earnedlowcomfort

ratingsduetoperceptionsofthepotentialformanipulationandprofiteering.“ItisscarytothinkthateverysinglethingIsearchforisbeing

stored…andbeingusedtocreatetargeteddigitaladvertising,”

onerespondentsaid.Personalizedrecommendations,whilepraised

fortheirrelevance,leavelittleroomforerror;irrelevantsuggestionscanquicklyerodetrust.Consumersalsoquestionthetruemotivationsof

AI—isitreallymakingthebestchoiceforthem,

orisitpushingthemtopatronizeacompany’spartnersormorelucrativevendors?Acrossallconsumergroups,oneofthemostcommonlycitedconcernsisthatAIisn’tworkingintheirbest

interests,with13%of

consumers

rating

it

as

theirmainworry.2AnewcustomerjourneyLearn>Buy

>

Use60

50

14Newminds,newmarkets100400Learnphase:ComfortwithAIfeaturesbypersonaThehighest-rankingtoolsforAcceleratorsandEarlyAdopters—voiceassistantsandconversationalAI—

showasteepdrop-offforAnchors,whoarecomparativelymorecomfortablewithvisualsearch.Which,ifany,ofthefollowingwouldyoufeelcomfortableusingfor

learningandchoosing

productsandservices?

(Percentofrespondentssayingthey’dbecomfortableusingthetool)2ppΔ28%8ppΔ13%Figure

3Base:8,451respondentsinthe

US,

UK,GermanyandAustraliaSource:Cognizant

Research

analysis

of

data

collected

by

Oxford

Economics

and

YouGov27ppΔ14ppΔ31%28%12ppΔ17ppΔ30%23%24%38%

53%14%41%52%23%35%42%14%31%42%27%

29%

41%9%17%25%12%15%

24%Chatbots

VisualsearchTargetedadvertisements60%50%40%30%20%10%0%ConversationalAIPersonalizedrecommendationsAnewcustomerjourneyLearn>Buy

>

Use

AnchorsnAcceleratorsnEarlyAdopters-

-

Average3ppΔ13%15

Newminds,newmarketsDigitalvoice

assistantsDynamicpricingBusinessimplicationA

new

front

in

the

battle

for

mindshare

hasbeen

opened,and

the

old

ways

of

getting

onconsumers’radars

are

becoming

obsolete.Toavoid

getting

sidelined,businesses

will

need

toorchestrateanoperatingmodelthatensurestheirproducts,services

and

experiences

are

surfacedby

consumers

using

AI-driven

tools

while

alsoremainingopentotraditionalavenuesofproductdiscovery,at

least

in

the

short

term.DifferentconsumergroupswantdifferentapproachestodiscoveryUnsurprisingly,consumersentimentsvary.Forexample,

one-third(34%)of

Anchors

say

they

wouldn’t

use

anyAI-driventoolsintheLearnphase.Fortheseconsumers,

apreferenceforhumaninteractionanddistrustinthetechnology’saccuracydominates.Forexample,nearly

one

in

five—18%—say

they

wouldn’t

use

conversational

AIbecausetheypreferhumancontact.Another17%worrythatresultswillbeincompleteorinaccurate.However,visualsearchemergedasasurprisingbridge,with

justatwopercentage-pointgapbetweenAccelerators’andAnchors’comfortlevels.Thissuggests

thattoolsmimickingtraditionalsearchmethods,evenif

enhancedbyAI,mayresonatewithskepticalconsumers.

Andtoolswithaclearvalueproposition—suchastheabilitytoidentifyproductsfromanimage—willhelpeven

themostreluctantconsumersadoptAIovertime.Asone

consumerexplained,“Visualsearchcanhelpyoufindthe

preciseproductyou’vebeenlookingforwithouthavingto

guesskeywordsandspendtimebrowsingmanysitesto

tryandfindtheproductyou

want.”AnewcustomerjourneyLearn>Buy

>

Use16

Newminds,newmarketsConsumersfeargivingupcontrolComfort

levels

plummet,even

for

popular

AI

toolsInterestishigh,though,inaseamless

buying

experienceTheBuy

phase:WhereconsumerhesitationpumpsthebrakesTheactofclicking“buy”orsigningadigitalcontractiswhereconfidenceinAIfalters.Despitethepromiseofconvenience,consumershesitateatthiscriticaldecision-

makingmoment,unwillingtocrossthesignificantpsychologicalthresholdbetweenlearningandbuying.Thereason:areluctancetogiveupcontrol.Anewcustomer

journey17

Newminds,new

marketsConsumersfear

givingupcontrolConsumersfeartherepercussionsofyieldingcontroltoAIandallowingittomakepurchases

ontheirbehalf.They’reconcerned,forinstance,

thatAImightmakeincorrectorexpensivedecisionsthataredifficulttocorrectorundo,

suchasorderingmoreitemsthandesired.EvenconsumerswhoarecomfortablewithAI

automaticallyselectingwhichcoffeebrand

toorder,forinstance,wouldstillwanttobein

chargeoftheseeminglytrivialactionofclicking“buy.”Inourqualitativeinterviews,consumersvoicedsuchfears,withmentionsoferrorsandinaccuracycomingupfrequently.“Voice

assistantsoftenmisunderstandcommands.Theydon’thaveascreenformetovalidatethat

I’vedonethecorrectthing,”onerespondentcomplained.Datasecurityisanotherconcern.“Idon’tknowifIfeelcomfortablelettingAIusemyinformationandstoringittomakepayments

easier,”anothersaid.DistrustofwhatmotivatesAIdecisionsisalso

prevalent.“Ihaveafeelingthatthealgorithm

willfollowinstructionsfromthehighestbidder

andnothandlethepurchaseinmyinterest,”saidoneconsumer.Comfortlevelsplummet,evenforpopularAI

toolsEvenAI’smostenthusiasticusersarewaryofrelinquishingdecision-makingpowerduringthe

Buyphase.ComparedwiththeLearnphase,ComfortQuotientsforAcceleratorsandEarlyAdoptersdropfrom50to33for

theformerandfrom58to34for

the

latter.More

specifically,while41%of

Accelerators(and52%of

EarlyAdopters)arecomfortableusingconversational

AIduringtheLearnphase,comfortwithAIdrops

to

just33%and46%,respectively,in

the

Buy

phase(see

Figure4).A

similar

dynamic

istrueofvoiceassistants,whichdropsfrom38%

forAcceleratorsand53%forEarlyAdoptersforlearning

to30%and42%,respectively,when

it

comestobuying.Interestingly,technologiesthataddsecurityverificationssuchasfacialrecognitioncompete

closelywithothertechnologies,especiallyamongAnchors,inthebuyingstage.

Oneconsumercalledit“anextralayerofverification

andprotection.”34

Adopters33

AcceleratorsAnewcustomerjourneyLearn>Buy

>

UseComfortQuotients:

16

Anchors0

Lesscomfortable18

Newminds,newmarketsBuy100Morecomfortable40309050608020701021%

22%

20%

7ppΔ16%14%10%33%46%15%30%42%16%24%35%9%25%35%11%18%29%Buyphase:ComfortwithAIfeaturesbypersonaForconversationalAIandvoiceassistants,comfortlevelsforEarlyAdoptersandAccelerators

drop8to11percentage

points

from

the

Learn

to

the

Buy

phase.Which,ifany,ofthefollowingwouldyoufeelcomfortableusingfor

buying

productsandservices?

(Percentofrespondentssayingthey’dbecomfortableusingthetool)Figure

4Base:8,451respondentsinthe

US,

UK,GermanyandAustraliaSource:Cognizant

Research

analysis

of

data

collected

by

Oxford

Economics

and

YouGovConversationalAIDigitalvoiceassistantsFacialrecognitionChatbotsDynamicpricing50%45%40%35%30%25%20%15%10%5%0%23ppΔ15ppΔAnewcustomerjourneyLearn>Buy

>

Use

AnchorsnAcceleratorsEarlyAdopters-

-

Average19

Newminds,newmarkets16ppΔ8ppΔBusinessimplicationConsumersareadamantaboutmaintainingcontrol

during

the

Buy

stage.While

it

is

possibletheir

reticence

may

evolve

over

time

asconfidenceinthesecurityandobjectivesofAIsolutions

increases,such

distrust

currently

posesachallenge.Businesseswillneedtostrikeabalancebetweenautomationandcedingsomecontrol

to

customers.Interestishigh,though,inseamlessbuyingexperiencesIfanythingcoulddriveAIadoptionintheBuyphase,it’sthedesireforasmoother,efficientexperience,especially

foryoungerconsumers.AmongrespondentswhofavorconversationalAIintheBuyphase,overone-quarterc