still stuck in the Basic category. Leaders are translating connected, datadriven yet customer-centric experiences intonearly 2X higher growth ratesthan their basic peers.

The Benchmark highlights anew competitive realityin specialty retail, where scale, assortment and brand presence alone no longer guarantee growth. Key insights include:


AI is reshaping commerce:AI in retail is projected to unlockmore than ￥500 billion in value globally by 2030, shifting the focus from simple task automation to intelligent systems that anticipate demand, personalize in real time and resolve friction before customers encounter it. AI shopping assistants, predictive fulfillment, instore personalization and intelligent crosschannel support with contextaware escalation are defining the new frontier.

Consumer journeys are fragmented:More than66% of consumers now use two or more channels before completing a purchase, moving fluidly between marketplaces, social platform
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