Retailers across Asia Pacific (Apac) are betting heavily on generative AI and automation to stem rising losses and reverse declining shopper satisfaction, according to Zebra Technologies’ 18th Annual Global Shopper Study.
More than eight in 10 retail leaders in the region say generative AI will have a significant impact on loss prevention, underscoring how quickly the technology is becoming embedded in day-to-day store operations.
“As retail continues to evolve, the businesses that will thrive are those that adapt quickly and blend physical and digital experiences seamlessly,” says Christanto Suryadarma, Zebra’s vice president for Southeast Asia, South Korea and Channel APJeC, adding that AI and automation can help create “faster, more intuitive, and personalised shopping journeys.”
The findings come as retailers confront a steady erosion of customer satisfaction. In-store satisfaction has dropped to 75% in Apac, while satisfaction with online shopping has slid to 69% from 81% over the same period. Globally, satisfaction also fell for a second year.
Shoppers are increasingly prioritising speed, convenience and price. Nearly three-quarters of consumers in APAC now place discounts and promotions at the top of their shopping considerations as inflation pressures persist. They are also growing more frustrated with operational shortcomings. Out-of-stocks, locked-up products and a lack of self-checkout options remain some of the biggest pain points.
Those gaps have direct financial consequences. Despite year-on-year improvements, almost half of shoppers still leave stores without all the items they intended to buy, often because products were unavailable or too hard to locate.
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Retailers appear to recognise the scale of the issue. Some 85% of Apac decision-makers cite real-time inventory synchronisation as a priority, and many plan to roll out technologies such as computer vision, radio-frequency identification (RFID) and generative AI over the next five years to close those gaps and reduce shrinkage.
A companion study by Zebra and Oxford Economics found that improving inventory-management workflows can lift revenue growth and profitability by as much as 1.8 percentage points.
Meanwhile, store staff say technology is increasingly central to their ability to serve customers. Some 85% of associates in Apac report difficulty obtaining timely assistance or information, up sharply from a year ago. Yet, more than eight in 10 associates believe that better tools make their jobs more enjoyable, reduce stress and help them complete tasks faster. In Apac, 84% say AI will help them become more productive.
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Retailers also see stronger links between digital tools and profitability. Inventory optimisation jumped nine percentage points as the top driver of online-order profitability, while automation for real-time visibility and in-store digital media networks, including retail media, ranked among the biggest drivers of in-store gains. Zebra notes that its recent acquisition of Elo expands its footprint in digital media systems used to boost in-store engagement.
“Today’s consumers aren’t just hunting for the best deals or the right products; they’re after a shopping experience that’s seamless, engaging, and personal,” said George Pepes, Apac vertical solutions lead for retail at Zebra.
He shares that the company’s devices, including the TC27 Mobile Computer, EM45 Series Enterprise Mobile and ET65 Android Tablet, aim to help retailers deepen loyalty and stay competitive in a fast-changing environment.
