The Psychology of AI SERPs and Shopping
AI-generated search overviews are reshaping how consumers find information and products. A Pew survey in March 2025 found 58% of U.S. adults saw an AI Overview, and only 8% of them clicked a traditional link, compared with 15% click‑through when no AI Overview was shown. This zero‑click behavior has already cut traffic to many sites by 25% or more, and marketers anticipate the effect will intensify as AI agents begin to complete purchases. The article identifies satisficing, cognitive ease, authority bias, and completion bias as psychological drivers that could make AI‑mediated shopping the new norm.
7 Steps Retail Leaders Can Take to Protect Customer Experience During Peak Seasons
Retail leaders face intense pressure during holiday and promotional spikes, requiring precise demand forecasting and flexible staffing. Updating knowledge bases, creating real‑time command centers, and stress‑testing systems ensure agents can respond quickly and accurately. Automation—through AI routing, chatbots, and CRM...
New Books: Swiftynomics, UX Skills, More
The newest business titles spotlight a shift toward people‑centric strategies, from Misty L. Heggeness’s *Swiftynomics* highlighting women’s economic power to B. Joseph Pine II’s *The Transformation Economy* urging firms to align with consumer aspirations. Other releases focus on UX‑business alignment, emotional drivers...
How Money Launderers Are Exploiting E-Commerce
Online retailers are becoming prime targets for sophisticated money‑laundering schemes that exploit refund processes, third‑party marketplace sellers, and cross‑border payment channels. Criminal networks use these digital pathways to shift illicit proceeds quickly, sidestepping traditional banking oversight. The rise of platform‑based...
Walmart Expands Drone Delivery
Walmart has expanded its use of drone delivery in the US with tech partner Wing
Walmart Switches to Nasdaq
After decades on the NYSE, retail behemoth Walmart has debuted on the Nasdaq stock market
Holiday Shoppers Tapping Mobile Device to Buy, Desktop for Returns
Adobe’s holiday shopping data shows mobile devices accounted for 52.4% of online spend between Nov 1 and Dec 12, while desktops handled the majority of returns. Overall returns fell 2.5% YoY, but are projected to jump 25‑35% after Christmas. Consumers have already...
Goodwill Central Texas Pilots ReNu to Transform Operations, Employee Experience
Goodwill Central Texas has rolled out ReNu, an in‑house production platform that replaces its legacy POS system and adds AI‑driven dynamic pricing and channel optimization. The pilot, active in six stores, automates item valuation and directs inventory to the most...
Why Calls Still Matter in Retail
Retail businesses increasingly rely on phone calls to convert leads and gather actionable data. Implementing IVR, AI call agents, call‑tracking analytics, and predictive modeling creates a data‑driven, omnichannel experience that shortens queues, personalizes interactions, and filters low‑quality calls. Coordinating these...