Gartner Research


Published: 13 October 2022



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  • 消费者希望AI能够被用于提高社会福祉,这促使零售商更愿意使用AI来造福社会,而不仅仅是为企业带来收益。

  • 零售商搭建的AI应用须避免滥用、误用或者以不符合道德伦理的方式使用数据,以及由此产生的各种风险和问题,否则不仅将失去消费者的信任,还可能面临政府部门的法律处罚。

  • 消费者希望零售商能够以安全的方式充分提供AI应用的价值;在这方面,零售商如果行动迟缓,就可能失去消费者的信任,导致消费者不愿意继续分享数据,从而使其在数据获取方面落后于竞争对手。



  • 推广利用AI技术来造福社会的应用,例如环境保护、社区互助或提升福祉的应用,使消费者对品牌建立信任。

  • 为消费者提供负责任的AI应用,搭建适当的架构、流程和解决方案,以避免偏见,并在消费者提出要求时提供解释。

  • 对隐私的保护不仅限于合规要求的范畴,还应重视落实每个消费者触点的价值主张,从而提升竞争优势。

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