New research indicates that a significant number of retailers globally are ill-prepared to expand their use of artificial intelligence (AI), despite recognizing its critical role in future competitiveness. According to the TCS Global Retail Outlook 2026 study, most retailers have limited AI applications beyond basic tools, with only a small fraction employing advanced AI systems for autonomous decision-making.
The study, which surveyed over 800 senior retail executives across 18 countries, found that 85% of retailers have yet to implement multi-agent AI systems that facilitate more intelligent and autonomous operations. Instead, many focus on frontline AI applications, with 51% citing technologies like chatbots and virtual assistants as their leading AI initiatives today. Only 24% of respondents report using AI for autonomous decision-making, suggesting that real-time AI capabilities and automation remain constrained within the sector.
Industry analysts have noted that AI adoption is often superficial in many cases. While retailers acknowledge the potential benefits of enterprise-wide AI—such as enhanced pricing strategies, improved supply chain forecasting, and personalized customer experiences—they are still in the early stages of deeply embedding these tools into their business processes.
The study identifies substantial organizational barriers to broader AI integration. A lack of skilled workforce capabilities emerged as a major concern, with only 33% of retailers considering digital literacy programs as a means to facilitate transformation and upskilling. Additionally, many companies struggle to use existing data effectively; fewer than half reported being able to leverage loyalty insights for pricing and promotions or to guide strategic decision-making.
Financial pressures and talent shortages were identified by retail executives as key obstacles to progress ahead of 2026. The findings suggest that without enhanced investment in skilled talent and supporting infrastructure, retailers may find it challenging to unlock the full potential of AI to drive both growth and resilience.
Despite these challenges, AI remains a top strategic priority for retailers as they look toward the future. Beyond cost optimization, executives ranked the ability to sense market changes in real time and to implement adaptive AI-powered decision-making capabilities as critical for maintaining competitive advantage by 2026. Firms that transition from isolated AI projects to integrated, enterprise-wide systems may be better positioned to respond quickly to evolving consumer demands and market conditions.
The findings resonate with other industry research indicating that the retail sector continues to explore effective strategies for converting early AI initiatives into value-creating, large-scale systems. Amid ongoing digital transformation and the increasing use of generative AI in areas such as inventory forecasting and customer service, retailers face mounting pressure to enhance their capabilities beyond current, limited deployments.
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