Parul
Zebra Technologies has released its 17th Annual Global Shopper Study, highlighting Indian consumers’ growing demand for AI and GenAI-driven retail experiences. Retailers in India are increasingly investing in technology to enhance personalisation, streamline operations, and improve loss prevention measures.
According to the report, 72 per cent of retail associates in India and the Asia-Pacific (APAC) region express concerns over insufficient technology to detect security threats. In response, 80 per cent of APAC retailers, including those in India, are investing in technology to support frontline workers and enhance monitoring.
AI-driven loss prevention is gaining traction, with 52 per cent of APAC retailers planning to implement AI-based prescriptive analytics in the next three years. Additionally, 52 per cent aim to adopt self-checkout cameras and sensors, while 38 per cent plan to use RFID tags and readers for inventory management.
Customer satisfaction in India has slightly declined, with 78 per cent of shoppers satisfied with in-store experiences and 75 per cent with online shopping, reflecting a drop from the previous year. The study also reveals that 81 per cent of Indian shoppers believe self-checkout improves their experience, yet 67 per cent report a lack of such options. Furthermore, 70 per cent find it difficult to locate store associates when needed.
Retailers acknowledge these challenges, with 85 per cent in India and APAC admitting difficulties in managing click-and-collect services and confirming inventory accuracy. To address these concerns, 79 per cent of Indian retailers plan to increase technology investments in 2025, focusing on mobile solutions, real-time inventory tracking, and AI-driven automation.
“Many retailers are laying the groundwork to build a modern store experience,” said Subramaniam Thiruppathi, Director of India sub-continent business, Zebra Technologies. “By investing in mobile and intelligent technologies to provide greater visibility, help inform operational decisions and enable great mobility for associates, this ladders up to elevate the customer experience for retail’s long-term longevity.”
The study underscores the need for Indian retailers to enhance customer experience, optimise inventory management, and equip associates with better technology to meet evolving consumer expectations.
