Radial: Strategic Adoption of Agentic AI in Commerce: Priorities for CX Leaders
Radial — 2026 — Customer Experience
Radial's research highlights the critical role of perceived value in consumer adoption of agentic AI, emphasizing the importance of control and security. Key findings indicate that consumers are primarily motivated by AI's ability to enhance shopping efficiency and reduce costs. A significant portion of consumers express a strong preference for maintaining control over AI actions, indicating that successful AI implementations must prioritize transparency and user-configurable settings.
Key Statistics
- 47% of shoppers want AI to help them find the best prices for an item
- 32% of shoppers cite product quality as the top reason to buy from a brand
- 34% of shoppers would only allow an AI agent to take approved actions
- 42% of shoppers desire the option to speak with a human if needed
Key Takeaways
- Prioritize foundational customer experience elements such as product quality and transparent communication before scaling AI solutions.
- Implement AI agents with clear approval workflows and user-configurable settings to ensure consumer comfort and control.
- Establish robust data security measures, including multi-factor authentication for AI-initiated transactions.
- Create clear pathways for human escalation to address consumer concerns when AI solutions are insufficient.
- Avoid hidden fees related to AI services to maintain perceived value and encourage adoption.
Cite as: Radial. (2026). Radial: Strategic Adoption of Agentic AI in Commerce: Priorities for CX Leaders. Retrieved from https://research.agilebrandguide.com/research/radial-strategic-adoption-of-agentic-ai-in-commerce-priorities-for-cx-leaders