Retail & eCommerce
Checkout
Stores
Fraud
Automation
Fulfillment
Growth
Industry Overview & Outlook
Mid-market retailers are scaling digital channels and blending in-store with online. AI is critical to sharpen unit economics—lifting conversion, reducing returns, and compressing support costs.
Over the next 3–5 years, leaders will operationalize real-time personalization, resilient last-mile, and automated fraud detection as table stakes to defend margin and loyalty.
Margin Pressure
Media inflation, returns, and shrink demand automation and better targeting.CX Expectation
Shoppers expect one-tap checkout, accurate ETAs, and seamless returns.AI Opportunity
GenAI + ML for discovery, checkout, personalization, fraud, and post-purchase care.Key Stats
$6.3T
Global e-com sales (’24)73.9%
Avg. cart abandonment$132.8B
US BOPIS sales (’24)<20%
Typical chargeback losses disputed+10–20
Personalization LTV lift–15–30%
Returns cost reductionKey Trends
Frictionless Checkout
One-tap wallets, address/phone validation, and error prevention.Real-Time Risk
Millisecond fraud scoring at checkout and pay-by-link.Trust & Safety
Dispute intelligence and friendly-fraud containment.Omnichannel Orchestration
BOPIS, ship-from-store, and ETA promises.Personalization
Next-best-offer using first-party data and content automation.First-Party Data & Loyalty
Unified profiles, consented capture, and offer personalization driving LTV.CX Challenges in Retail & eCommerce
Checkout Friction
Complex forms, slow payments, and weak autofill drive drop-off.Rising CAC & Media Waste
Paid efficiency erodes without incrementality and targeting.Fraud & Chargebacks
Friendly fraud and low dispute win rates drain margin.Returns & Reverse Logistics
High return rates and poor routing increase costs.Omnichannel Gaps
Inventory and handoffs break BOPIS experience.Delivery ETA Inaccuracy
Missed or vague ETAs trigger WISMO contacts and lower NPS.AI Solutions for Retail & eCommerce
Checkout Optimization
Maps to: Checkout friction
Autofill, dynamic errors, and fast wallet priority across devices.
Real-Time Fraud Intelligence
Maps to: Fraud & chargebacks
Score orders in detect anomalies, and auto-build dispute evidence.
Omnichannel Orchestration
Maps to: Omnichannel gaps
BOPIS eligibility, ship-from-store, substitutions, and ETA promises.
Returns Intelligence
Maps to: Returns & reverse logistics
Policy automation, exchange offers, fraud filters, and least-cost routing.
Case Studies
D2C Apparel Brand (NA/EU)
Challenge: Mobile checkout abandonment and high support contacts.
AI Solution: Address/phone validation, wallet priority, and error messaging optimization.
+3.4pts
Checkout conversion–19%
Form errors–12%
Support contactsRegional Specialty Retailer
Challenge: BOPIS delays and cancellations lowering NPS.
AI Solution: Omnichannel orchestration for slotting, substitutions, and ETA promises with signal fusion.
–27%
Pickup cancels+15%
BOPIS conversion+5pts
NPS