The B2C Buyer Experience Report 2025
The B2C buying journey has been transformed by AI, but not always for the better. While brands race to implement AI for efficiency, many consumers are left feeling frustrated, undervalued, and even forced into impersonal experiences. The 2025 B2C Buyer Experience Report reveals the surprising truth about how consumers really feel about AI in the buying journey, why the human connection remains more crucial than ever, and how the landscape has evolved since our last report in 2022.
What You’ll Learn:
- The true consumer sentiment towards AI: See if your AI efforts are improving or hindering the customer experience.
- The generational divide in AI acceptance: Understand how different age groups perceive and interact with AI, and what that means for your strategy.
- Why human connection is still paramount: See the compelling data on why consumers overwhelmingly prefer human assistance for high-stakes purchases.
- Why your customers still prefer to call: Learn what is driving more consumers to call businesses than ever before.
- When and where consumers want to use AI: Identify the specific scenarios where AI excels in the buying journey.
Key Findings
67%
prefer a human representative to AI
35%
say AI made their buying experience better
30%
are indifferent to a brand's AI
Only 2%
rely mostly on generative AI to research brands
Don't let your AI strategy alienate your customers. Get the insights you need to build a truly customer-centric buying experience.
