Honeywell research reveals that more than 80% of retailers plan to increase the use of AI in their operations this year

Honeywell has just released its latest AI Survey in the retail industry.The content highlights that more than 8 in 10 retailers plan to increase the use of automation and artificial intelligence (AI) in their operations, with assumptions such as adapting to changing consumer behavior, improving employee skills and improving efficiency for shoppers.

The study, conducted with U. S. retailers and consumers during the run-up to the holiday season, also revealed that 35% of merchants plan to significantly increase their investment in AI to address the biggest pain points they face in today's fast-paced, decentralized climate, including improved returns management, customer service automation, and product availability monitoring.

“We are truly in the midst of a new era for retail, where evolving AI capabilities will positively impact the buyer journey, employee experience, and retailer” supply chain operation, said David Barker, president of Honeywell Productivity Solutions and Services. “In their journey toward autonomous operations, solutions must provide actionable data that helps enhance the skills of the” industry employees.

The survey also reinforced that retailers in the segment are using AI to enhance employee skills and improve their work experience, which can ultimately help fill the more than 580 thousand job openings projected in the United States for this year¹.

Key findings of the study:

• More than half of retail leaders surveyed said AI improves employee retention.In addition, 52% believe AI can help employees progress faster in their careers by expanding their social skills and continuously providing value to their jobs.
• More than half (6 in 10) of retail executives said AI tools make it easier for employees to work, while 55% said they increase day-to-day satisfaction.This aligns with the growing focus of the retail industry on how employee satisfaction can support the customer experience for their business.
• AI is also playing an increasingly important role in improving the customer experience for shoppers, both when shopping online and in person. It can provide buyers with better access to information, faster transactions, as well as an easier way to compare prices.

Key findings from Honeywell's survey of retail buyers included:

• Two-thirds of consumers surveyed (66%) reported that they used AI while shopping, whether to ask a question through a chat bot, compare prices of an item between retailers, or summarize customer reviews.
• Comparing prices between stores is by far the most sought-after use case for AI (53%), followed by checking product availability (41%) and having a simpler and seamless checkout experience (34%).

To learn more about the survey results and how Honeywell AI solutions are helping to shape the new era of retail, visit https://automation.honeywell.com/us/en/industries/retail.

Methodology

Honeywell hired Wakefield Research to conduct the Honeywell Retail Executives Survey and Honeywell Retail Consumers Survey (collectively called the “Honeywell AI in Retail Survey”). These were surveys conducted in the “Omnibus Survey” and took place in the period 2 to 8 December 2024 using an email invitation and online survey format.The Retail Executives Survey interviewed 100 U. S. executives who were classified as the minimum vice president requirement in retail companies with a minimum of 10 million U. S.100 million Vt&10 million Vt10000 adults.