SHOPPER EXPERIENCE
INDEX
VOLUME 18
Omnichannel experience creating positive feedback loop
Personalized offers motivates shoppers
Consumers trust in fellow consumers on the rise
Creators reshaping the shopping journey
88%
of shoppers want a seamless shopping experience across different channels (online, in-store, mobile).
9 in 10 shoppers engage with creators before buying
97%
94%
91%
84%
81%
74%
18–24
25–34
35–44
45–54
55–64
Over 65
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Shopping habits are changing fast, with Gen Z and Boomers leading in different directions. This year's research uncovers how social commerce, omnichannel experiences, and user-generated content (UGC) are transforming consumer journeys—from Gen Z’s demand for visual discovery and personalization to Boomers’ trusted routines.
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Almost everyone in India and 2/3 of US, Canada, and France rely on UGC in their buying decisions.
65%
57%
62%
56%
64%
59%
93%
45%
of shoppers are driven to complete purchases online by personalized offers.
High impact product categories for personalized reccomendations
47%
Electronics
42%
Apparel
39%
Health & Beauty
27%
DIY/Home
26%
Toys & Games
27%
Grocery
24%
Food & Bev
20%
Automotive
24%
Sporting goods
