Global Scans · CX · Weekly Summary

• [New] To improve customer experience in 2026, ecommerce brands need to use AI to deliver better personalization across all touchpoints and provide the experiences online shoppers now expect. Maropost Community
• [New] Klaviyo's 2026 trend analysis points to privacy and consent as the basis of personalization, and it also predicts zero-party data collection as a major competitive advantage in ecommerce automation. Mean CEO's BLOG
• [New] After a slow 2025, ecommerce growth will rebound in 2026 and continue to build momentum through the end of the decade. eMarketer
• There's a total of $2.8 trillion of sales at risk due to bad experiences, which means that for eCommerce companies, a well-functioning customer service is the baseline for a thriving business. EverHelp - Customer Service Company
• With over 2 billion digital buyers worldwide, and AI-driven ecommerce, there will be more customers who would demand chat support in the future. Call Your Girlfriend
• Global eCommerce is projected to hit $9.3 trillion by 2027, underscoring a vast international opportunity. commercetools
• Ecommerce sales are projected to make up over 21% of total retail sales in 2026 - a slight increase from 2025, when ecommerce accounted for 20.5% of total retail sales. Sprout Social
• The eCommerce giant will deploy mobile experiential trucks across Hong Kong to give consumers hands-on product interaction, while collaborating with local lifestyle influencers for unboxing campaigns to validate Tmall Supermarket's efficiency. Marketing-Interactive
• Live shopping adds another 25% and is expected to account for 10-20% of all ecommerce by the end of 2026. StoreCensus
• The agentic AI segment in retail and eCommerce reached $46.74 billion in 2025 and is forecast to climb to $175.11 billion by 2030 at a 30.2% CAGR. Nevermined
• The global B2B eCommerce GMV expanded from US$ 9,837 billion in 2017 to a projected US$ 36,163 billion by 2026, a transaction volume scale that makes manual back-office processing operationally untenable. Persistence Market Research
• (McKinsey & Company) Deloitte cites projections that 25% of global ecommerce sales will be enabled by AI agents by 2030 and that 55% of digital consumers will begin product research using large language model platforms. Omnichannel Customer Engagement Platform
• Morgan Stanley forecasts that 10-20% of US eCommerce sales will be agent-driven by 2030. commercetools
• Live shopping could account for 10-20% of all ecommerce sales by 2026. Ringly.io
• TikTok Shop is projected to hit $23.41 billion in US ecommerce sales in 2026. Ringly.io
• By 2029, agentic ecommerce is projected to represent approximately 9% of total U.S. ecommerce volume, reflecting a meaningful shift in how transactions are initiated and completed. L.E.K. Consulting
• Commerce is shifting as AI agents move from assisting in search to autonomously comparing, negotiating and transacting, with agentic ecommerce projected to reach approximately 9% of total U.S. ecommerce by 2029. L.E.K. Consulting
• Global eCommerce will reach $7.9 trillion in 2026: Online retail sales continue their upward trajectory, growing 10.4% year over year to represent 24.5% of all retail transactions worldwide. Digital Applied
• Global ecommerce sales are expected to hit $6.88 trillion in 2026, accounting for 21.1% of total retail sales. Salsify

Last updated: 21 June 2026