Lindsey Mazza, Global Retail Lead at Capgemini, joins The Voice of Retail to discuss their latest consumer study, "What Matters to Today's Consumer 2025" highlighting AI's role in retail, the rising demand for ultra-fast delivery, and the future of retail media. She breaks down evolving consumer behaviours and how retailers must adapt to stay competitive.
In this episode I welcome Lindsey Mazza Capgemini's Global Retail Lead, to explore the latest findings from their annual What Matters to Today's Consumer report. The conversation uncovers significant shifts in consumer behaviour, AI-driven retail strategies, and the future of fast delivery.
Mazza outlines how 2025 marks a turning point where science fiction meets retail reality. Consumer expectations are rapidly changing, with a notable surge in demand for ultra-fast delivery. According to the study, 70% of consumers now prefer 10-minute delivery, a dramatic rise from previous years. However, Mazza warns that while demand is high, willingness to pay for such convenience remains a challenge for retailers.
Another key insight is the transformation of consumer segmentation. Traditional demographic-based segmentation is becoming outdated, replaced by machine-learning-driven clusters focusing on shopping behaviour. Capgemini's research identifies five distinct consumer groups based on purchasing habits rather than age or income, highlighting the importance of behaviour-driven marketing strategies.
The discussion also delves into AI's evolving role in retail. Mazza explains how AI is revolutionizing both front-end consumer experiences and back-end operations. From personalized shopping recommendations to AI-powered logistics, generative AI enables retailers to refine supply chains, automate decision-making, and enhance the shopping journey. Notably, retail media networks use AI to optimize ad placement, influencing consumer purchases more effectively than traditional search engines.
Retailers must also navigate the rise of social commerce, with 70% of consumers now shopping through social platforms and seeking influencer recommendations. This trend underscores the shift towards a more interactive, digital-first retail landscape.
When asked where retailers should invest their last dollar, Mazza prioritizes three areas:
With AI reshaping the retail landscape, Mazza emphasizes that success lies not in chasing AI use cases but in adopting value-driven technologies that enhance business performance and consumer engagement.
For more insights, visit Capgemini's Research Institute or connect with Lindsay Mazza on LinkedIn.
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