Salesforce’s Sixth Connected Shoppers Report reveals that retailers in Singapore are struggling with rising customer acquisition costs, inflation, competition, consumers’ evolving behaviours and preferences, and the increasing complexity of the shopper journey due to shifting behaviour patterns.
Their purchase share is also declining in Singapore, from 43% in 2024 to a projected 38% by 2026.
Moreover, it reveals the fragmentation of digital spending across various marketplaces, retailer websites, brand sites, and delivery apps, rather than consolidating into a single channel.
Retailers aim to enhance their store associates' productivity, enhance customer service quality, and implement unified commerce to serve customers across a vast and expanding range of touchpoints.
AI agents
Most retailers (85%) in Singapore plan to ramp up their investment in AI agents over the next year. Particularly in marketing, agents can dynamically segment audiences, customise messaging, and initiate campaigns based on real-time customer behavior, underscoring the industry's commitment to innovation.
“Retailers in Singapore grapple with high rental costs, persistent labour shortages, and increasing customer expectations. Agentforce offers retailers an opportunity to reach new levels of productivity by supporting time-intensive tasks such as responding to customer queries, modifying orders, issuing returns and managing inventory without human intervention,” said Brian Kealey, area VP and country leader, Salesforce Singapore.
