What happens when AI becomes the centerpiece of the way we shop, but trust still determines whether any of it works? That question shaped my conversation with Romain FouacheCEO of Maybewho joined me in unpacking the latest consumer data on AI-powered shopping experiences.
Retail giants may be setting the pace, but the real story is in the way everyday consumers think about these new tools. Akeneo’s recent research caught my attention when it showed that eighty-four percent of consumers who acted on an AI recommendation were satisfied with their purchase. The appetite is clearly there, but trust remains fragile, especially when only forty-five percent trust AI-powered suggestions and even fewer enjoy their chatbot interactions. Romain sees this moment as both a turning point and a warning, one that requires honest conversations about transparency and product data.
As we reviewed the findings, Romain explained why good AI is completely dependent on high-quality product information and why bad data is still the biggest threat to customer trust. He argued that brands can reduce friction, improve discovery, and deliver more relevant experiences by basing their AI tools on reliable product knowledge rather than guesswork. He also explained why many chatbots continue to miss their target. The problem is less about the technology and more about the lack of strong product bases underneath. When recommendations go wrong, trust quickly erodes, and rebuilding that trust requires clear communication about how data is used and why certain suggestions appear. I found his views on privacy particularly interesting, especially his belief that better intent-based interactions could reduce the industry’s reliance on invasive data collection.
Looking ahead to 2026, Romain shared why he expects conversational shopping to become the primary way people browse and review products. He believes that the shift away from keyword-based keywords is already happening and that smaller retailers should not feel left behind by the largest platforms. With the right product experience strategy, AI opens up new possibilities for global reach and category diversification, he says.
The conversation also focused on why product experience, and not just product data, will determine the brands that build loyalty in an increasingly competitive environment. I wondered how ready companies really are for a world where product information must be accurate, real-time, and aligned with the way AI tools interpret customer intent. What do you think is most important for building trust in AI-powered shopping?
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