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Direct-to-consumer, marketplaces, brick-and-mortar — operational AI reshaping merchandising and CX.
retail / e-commerce exposure
12/100
matches cross-industry baseline
avg AI capability
35%
vs human baseline
retail / e-commerce deployment
2%
avg companies running AI for these tasks
velocity (QoQ)
+0.14pts/Q
deployment growth rate
We track 18 adoption signals and 107 capability evidence items across 18 tasks that define a customer success manager’s work. Filtered to Retail & E-commerce, the data shows low exposure for now: deployment in this industry lags the broader market.
Executive Relationship Management
0% of retail / e-commerce companies deploying AI · capability at 7% of human baseline
NPS & Satisfaction Survey Management
3% of retail / e-commerce companies deploying AI · capability at 60% of human baseline
Quarterly Business Reviews
2% of retail / e-commerce companies deploying AI · capability at 38% of human baseline
Success Plan Creation
2% of retail / e-commerce companies deploying AI · capability at 51% of human baseline
Expansion & Upsell Identification
2% of retail / e-commerce companies deploying AI · capability at 48% of human baseline
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