Chapter 1: Where we shop and how we pay
41%
of Gen Z choose retailers that let them shop on social media
Chapter 2: AI in retail
Some shoppers find AI helpful, others find it invasive
Chapter 3: In-store shopping
30%
want retailers to make the experience more interesting
Chapter 4: Personalisation and loyalty
Consumers expect tailored experiences; businesses need connected data
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Chapter 5: Optimising the total cost of payments
26%
of businesses aim to boost revenue by cutting payment costs, but smart strategies look beyond price to focus on overall value and growth impact
Chapter 6: Payment performance
Customers will abandon a purchase if payment takes too long
Chapter 7: Business ambitions
28%
of businesses plan to diversify their product or service offerings in 2025
Chapter 8: Ethics & impact
Consumers want retailers to demonstrate social purpose