Honeywell’s latest survey reveals that over 80% of retailers plan to increase their use of artificial intelligence (AI) and automation in their operations by 2025. The goal is to better adapt to shifting consumer behavior, enhance employee skills, and improve overall efficiency.
Notably, 35% of major retailers intend to make substantial investments in AI. The survey highlights how AI is becoming essential for improving various aspects of retail, such as return management, customer service automation, and monitoring product availability, especially in the fast-paced, omnichannel retail environment.
David Barker, President of Honeywell Productivity Solutions and Services, emphasized that the retail sector is entering a transformative era where AI and automation will enhance both the customer experience and the operational efficiency of retailers. As companies move towards autonomous operations, AI tools are helping them make data-driven decisions while simultaneously upskilling their workforce. The survey findings also indicated that AI is playing a pivotal role in improving employee retention and job satisfaction. More than half of the respondents reported that AI boosts employee retention and accelerates career growth by expanding soft skills and job value.
In addition to improving the workforce, AI is also enhancing the customer shopping experience, both online and in-store. According to the survey, two-thirds of consumers (66%) have engaged with AI while shopping, whether by using chatbots, comparing prices, or reading customer reviews.
Price comparison across different retailers was the most common AI use case for shoppers, followed by checking product availability and facilitating a smoother checkout process. This growing reliance on AI is reshaping the way customers interact with retailers and is expected to continue evolving as more companies adopt these technologies.
Honeywell’s findings underscore the increasing importance of AI in the retail sector, not only to improve operational processes but also to offer better experiences for both employees and customers. Honeywell is a global integrated company catering to diverse industries and regions. Our business is driven by three key megatrends: automation, the future of aviation, and the energy transition, supported by the Honeywell Accelerator operating system and the Honeywell Forge IoT platform.
As a trusted partner, we tackle some of the world’s most complex challenges, offering innovative, actionable solutions across our core segments: Aerospace Technologies, Industrial Automation, Building Automation, and Energy & Sustainability Solutions. Our mission is to create a smarter, safer, more secure, and sustainable world.
