Due to an ever-evolving consumer, technological and economic landscape, some retailers “are on the verge of a make-or-break era—a reckoning of sorts,” concludes the latest annual retail market overview from Deloitte’s Consumer Industry Center. But that could well translate into good news for many.
“Since the COVID-19 pandemic, the retail industry has been moving into a digitized future, shifting from a supply-driven approach of matching goods for the masses to a data-driven hyper-personalized experience for individual consumers, or moving from mass to micro,” the report notes. “However, given the high transitional costs and headwinds of legacy systems and business models, the transformation has been easier said than done. Transition challenges remain constant, including headwinds from fragmented consumers, falling volumes, supply chain issues, increased costs, and tech debt. These issues have driven some retailers to the verge of a make-or-break era—a reckoning of sorts.”
Still, as retailers struggle with an overarching need to do more with less, ongoing automation and technology improvements — especially in artificial intelligence — appear promising, the report notes.
“Generative artificial intelligence, in particular, seems to be moving beyond the hype cycle and demonstrating concrete successes. Retailers that offered gen AI tools like chatbots during the Black Friday weekend noted a 15% better conversation rate, and six in 10 retail buyers said that AI-enabled tools improved demand forecasting and inventory management in 2024. With digital efficiency looming, 2025 could be a breakthrough year, including advancements in strategic arenas of merchandising, supply chain and marketing.”
Indeed, in the survey integrated into the report, seven in 10 retail executives expect to have AI capabilities in place within the year to help personalize experiences.
“Such potential is spurring a more positive retail outlook. Retail executives in a recent survey expect the industry to grow by mid–single digits on average in 2025. They cited shoring up loyalty programs, strengthening digital commerce and enhancing the omnichannel experience as top growth opportunities, which are notable in that they are all key factors in creating a more holistic, frictionless, and personalized experience for the consumer.”
Advertisement
From its industry executive survey, expert interviews and financial analysis, Deloitte sees three retail industry trends emerging to create efficiencies and advance mass to micro goals:
- Engaging the value-seeking consumer
- Unlocking omnichannel capabilities
- Mastering efficient mass to micro
Click here for more from the Deloitte report.
