XCCommerce has published a new shopper study suggesting that AI-assisted deal-seeking is now becoming a material factor in retail customer experience, loyalty, and promotional strategy.
The research found that more than seven in 10 consumers are exploring AI tools to find better deals, while a third are already using them for deal-seeking. The findings were picked up by trade title Retail Customer Experience on April 10.
The study also points to a more demanding customer baseline around incentives. According to XCCommerce, 75% of respondents said it is important for offers to be personalised, while 83% said valuable savings or rewards are what keep them loyal to a retailer. Nearly half of shoppers said they buy more than planned or try new brands when redeeming an offer. Half said they do not mind whether offers arrive in-store, online, or on mobile, but they do expect promotions to work consistently across channels. On discovery, nearly 40% said email or text is where they most often notice offers, while 23% cited online ads or social media.
Danny Rosenoff, CEO, XCCommerce, said: “Consumers aren’t looking for more promotions; rather, personalised and consistent incentives wherever and however they shop.”
The most commercially important detail may be the consistency gap. The study found that 60% of consumers would abandon a retailer entirely if they encountered inconsistent pricing across channels, while 80% said they care more about a quality deal than simply the lowest price. A quarter of respondents also said they plan around tentpole retail events such as Amazon Prime Days and Walmart Deal Days. Taken together, the findings suggest the customer experience challenge is no longer limited to the volume of promotions offered. It increasingly centres on whether incentives feel relevant, coherent, and dependable across every shopping touchpoint.
For senior retail leaders, that puts more pressure on promotion infrastructure as well as creative strategy. If customers are now using AI to search for value faster, retailers need incentive systems that can keep pace without creating inconsistency across channels or undermining margin. Click here to download the full 2026 Retail Promotions Study.
