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"2025 Commerce Relevance Report"

Is GenAI the Key to Building Shopper Confidence?

What keeps shoppers engaged? What drives them away? And how can your brand stay relevant in a world where online and in-store shopping are more intertwined than ever? The fifth edition of Coveo’s Commerce Relevance Report has the answers — along with practical strategies to help brands turn intent into profit while meeting rising consumer expectations.

Based on a survey of 4,000 adults across the U.S. and U.K., this report delivers fresh insights into the evolving shopper journey as well as actionable best practices to keep customers engaged and converting.

Take a look inside...

• Why search relevance is make-or-break for ecommerce: 72% of shoppers abandon a site if search results don’t meet their needs.
• How hybrid shopping is changing consumer behavior: 77% of shoppers research online before purchasing, but many still prefer to buy in-store.
• How GenAI can help build shopper confidence: 62% of shoppers say guided shopping would increase their likelihood of purchasing.
• The biggest friction points that drive shoppers away (and what brands can do to fix them).

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