How retailers can win the 30-second shopper

Holiday retail sales have started - and it’s not even Thanksgiving. Consumers have pounced on Amazon’s October Prime Day deals, with retailers like Target, Walmart, Best Buy, and Kohl’s racing to match the momentum. The holiday rush is on to capture the 30-second shopper’s attention before someone else does.

In 2025, shoppers can compare costs anywhere, anytime. What truly stands out now is customer experience (CX) – the real currency that determines who wins hearts (and carts) this holiday season. Brands that deliver fast, intuitive customer experience will dominate. Those that don’t risk getting lost in the digital noise.

But breaking through is harder than ever. Promotions blur together, inbox fatigue is real, and consumers are becoming desensitized to “limited-time offers.” Digital ad spending is projected to hit $870.85 billion globally by 2027, yet average retail conversion rates hover around 1.85%.

With nearly every product feeling like a commodity, consumers are gravitating toward the one thing that consistently matters: experience. Poor CX cost global retailers an estimated $3.7 trillion in lost sales each year, proof that service, not just discounts, drive decisions.

Retailers that build AI into the core of their customer experience architecture will win the 30-second shopper. According to McKinsey, more than 40% of organizations already credit AI with helping them stand out in their markets.

Let’s unpack the dynamics shaping retail’s next evolution.

Rise of the 30-second shopper

Meet the 30-second shopper: a time-crunched consumer making rapid decisions as they navigate busy lives. A parent juggling grocery lists, a professional looking for quick gifts, or a college student scrolling for deals - all discovering brands, comparing prices, and deciding whether to buy in less than half a minute.

The retail funnel has never been shorter. Generative AI is already shaping what shoppers see first and where they choose to click next. Deloitte recently found 33% of respondents plan to use generative AI in their shopping journey, more than double the 2024 figure.

Winning over this shopper requires orchestration, connecting marketing, inventory, and service intelligence in real time. They want to feel certain they’ve made the right choice. Retailers that can anticipate intent and remove friction will earn not just the sale but long-term loyalty.

Forward-thinking brands are already using AI to anticipate demand, personalize campaigns, and simplify decisions.

Consumers are ready for AI, if you get it right

Today’s consumers will only value technology if it enhances their shopping journey.

Capgemini research shows 71% of consumers want generative AI integrated into their retail experiences. That means opportunity - for discovery, personalization, and retention - if brands can deliver AI that feels natural, helpful, and personal.

By connecting data across a unified AI platform, retailers can climb to the top of generative search results, create instant, frictionless service, and use AI agents built from real customer insights. That’s what smart, fast, and effortless CX looks like.

Why it matters:

• Visibility: If your brand isn’t influencing how AI summarizes results, you’re invisible to potential shoppers.
• Opportunity: Optimize product data, storytelling, and context so AI understands and recommends your brand naturally.
• Behavioral shifts: Debt-conscious shoppers rely more on AI for discovery. Salesforce reports that 39% of consumers, including over half of Gen Z, already use AI tools to find products.

Human experience in a generative AI world

Getting discovered is step one. The next challenge is maintaining the shopper’s trust. Every interaction, whether chat, checkout, or follow-up, either strengthens or weakens that relationship.

Long hold times, confusing pricing, and inconsistent answers create friction that signals unreliability. The brands that win loyalty are those that remove friction entirely and make every engagement feel simple, transparent, and personal.

A single AI-powered platform can make that possible - resolving questions instantly and learning continuously so shoppers always feel understood.

Why human-like AI is the missing piece in superior retail CX

Scripted responses and rigid workflows might solve problems quickly, but they rarely build connection. Agentic AI changes that for retailers.

Agentic systems interpret, flex, and respond with human-like intuition. They adapt to tone, understand context, and act autonomously - all while staying aligned with brand values.

The data is compelling:

• 64% of consumers say having people involved or available within AI processes improves CX
• 86% of consumers will pay more for superior experiences
• Brands that consistently deliver great CX can command a 16% price premium

Get ready to:

• Close the gap between shopper expectations and brand priorities
• Join leaders like Sony Electronics, which automated 40% of inquiries while boosting satisfaction scores
• Build trust through fast, consistent, and empathetic experiences
• Transform service from a cost center into your competitive advantage

In the age of the 30-second shopper, experience is more than a part of the sale - it is the sale. Read the new blog and learn how to start creating interactions that feel less transactional and more relational.

Join the NiCE + Cognigy virtual launch

AI Agents are redefining what customer experience can be. Reserve your spot for Nov. 12 to discover how enterprises are moving beyond chatbots and what it means for the future of intelligent automation.

Over 10,000 leaders have already registered for Unleash AI. Reimagine CX. - happening next week. Join them and get ready to accelerate transformation across the enterprise.