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E-commerce 2.0: Outcome-based personalized shopping with generative AI

The generative AI in e-commerce market is forecasted to grow to about USD 2.1 billion by 2032 from USD 529.5 million in 2022, with an expected 14.9% compound annual growth rate (CAGR) from 2023 to 2032.

While it’s clear that the adoption of generative AI (GenAI) in the realm of e-commerce presents a significant breakthrough opportunity, many companies are posing a crucial question: how can we make this technology more approachable and digestible for our organization?

In our recent point of view, E-commerce 2.0: Outcome-based personalized shopping with generative AI, we explore how e-commerce organizations can take a phased approach to GenAI implementation, integrating this technology in a way that allows them to safely discover a multitude of possibilities and harness the technology’s power to amplify human potential.

Key takeaways

  • Replacing traditional search engines: Find out how the rapid advancement of natural language processing and pre-trained AI models will allow companies to launch intuitive and responsive chat interfaces.  
  • Executing GenAI use cases today: Explore some of the practical ways leading e-commerce brands are using this technology to personalize the experience, generate dynamic promotions, create content, and improve operational efficiency.
  • Deciding when to use GenAI: Learn more about the strengths and limitations of GenAI and how to refine solutions to enable a gradual, harmonious transition to new soon-to-be e-commerce standards.
  • Defining the broader technology ecosystem: Create a tech stack that can amplify the power of GenAI and fill the gap when it falls short.

It’s only a matter of time before the broad adoption of generative AI transforms the e-commerce industry for good. The question is who will stay on the sidelines, cautiously observing the changes, and who will enter the game now, investing in a lucrative opportunity to revolutionize their industry beyond recognition?

Explore further

Make your e-commerce site future fit. The supply chain, order-to-quote, new channels, in-store trade, D2C, and online business – they can all work together seamlessly. And they should.

Generative AI has been a hot topic in the tech world lately. While most of the conversation has focused on its use in chatbots, our research suggests that we need to look at it more holistically to drive impact at the enterprise level.

Meet our experts

Naresh Khanduri

Expert in Innovation, Strategy

Alex Smith-Bingham

Executive Vice President, Group Offer Lead for Customer Experience; Digital Customer Experience Lead for UK
“Customer Experience covers all the support and help our clients need between them and their customers. This will range from changing their purpose, their propositions, new capabilities in sales/service/marketing and commerce, immersive experiences, new operating models, and new ways of working and ecosystems. We harness our global capability in strategic innovation (frog), business consulting, DCX solutions, Insight & Data and run operations in technology and business services.”

Darshan Shankavaram

Executive Vice President, Digital Customer Experience Global Practice Leader
I have close to 30 years of domain experience, with more than ten years within Digital and Mobile. I have led product concept-to-sell, business development, pre-sales, solutioning and technical implementation of CX transformation programs.