ReseaΓchbΓiefCapgeminiResearchInstitute2025From

hype

to

habitHowconsumeΓsaΓeembΓacing

AI.

Tableofcontents01Whoshouldreadthisreportand

why?04GenZis

drivingtheAIrevolution07Recommendations02Executivesummary05AIistransforming

theshopping

experience08Researchmethodology03AI:

Thenewconsumer

companion06Trust

erosion:AI's

key

challengeCapgeminiΓeseaΓchbΓief2025

Fromhypetohabit:How

consumersare

embracingAI2ReseaΓchbΓiefStreamlined,data-centricpublicationswithaconcise

andvisualpresentation:?

5,000

words?

Shortsurveys?

Executivequotes?

QuickoverviewofrecommendationsOurflagship

journalwithcuratedcontentfromCXOs,policymakers,Nobellaureates,topacademics,andstartups:?

ExecutiveandCXOinterviews?

Multi-perspectiveessays?

Infographicsandvisual

summaries?

TrendoverviewsLong-formpublicationswithdetailedactionable

recommendations:?

10,000to15,000words?

In-depth

global

surveys?

15-30focusinterviewsofseniorexecutives

sharingbestpractices?

Detailedrecommendations

ThispublicationispartofourresearchbriefseriesExecutive

summaΓyAI:

Thenew

consumeΓcompanionGen

Z

is

dΓivingthe

AIΓevolutionAIistΓansfoΓmingthe

shoppingexpeΓienceTrusterosion:AI'skeychallengeRecommendationsResearchbrief-CapgeminiResearchInstitute2025

Fromhypetohabit:

HowconsumersareembracingAI3JouΓnal-ConveΓsationsfoΓtomoΓΓowReseaΓchΓepoΓtWho

shouldΓead

thisΓepoΓt

andwhy?ReseaΓchmethodology01Whoshouldreadthisreport

and

why?Overthepasttwo

years,consumerattitudestoward

AIhaveevolvedconsiderably.Thisresearchexaminesthe

integrationof

AIintodailylife;whetherits

useisalignedwithconsumerneeds;and

theextenttowhichitenhancesconsumer

satisfaction.ItalsoexaminesthecuΓΓent

adoptionΓate,usagepatteΓns,andkeychallengesfacedbyconsumers,includingtrust,privacy,ethicalconcerns,

andsustainability.ThisreportofferscriticalinsightsforbusinessandtechnologyleadersacrossB2Csectorstobetteralign

AIinnovations

withconsumerexpectationsandtofoster

trust

and

add

value

in

the

post-digitalage.Thisreportwillbeparticularlyhelpful

tochiefexecutiveofficers,chiefmarketing

officers,chiefinformationofficers,andchieftechnologyofficers,operatinginaB2Cenvironment.Itwillbeofgreatinterest

toanyoneinvolvedwith

AIandgenerativeAI(GenAI),innovationandanalytics,consumerexperience(CX),supplychain,and

socialcommerce.Thereportdrawsonthecomprehensiveanalysisofthefindingsfromasurveyof10,000consumers

from

18to80

yeaΓsold,from

a

range

of

backgrounds

and13countriesacrossthe

Americas,Europe,and

Asia-Pacific.Executive

summaΓyAI:

Thenew

consumeΓcompanionGen

Z

is

dΓivingthe

AIΓevolutionAIistΓansfoΓmingthe

shoppingexpeΓienceTrusterosion:AI'skeychallengeRecommendationsResearchbrief-CapgeminiResearchInstitute2025

Fromhypetohabit:

HowconsumersareembracingAI4Who

shouldΓead

thisΓepoΓt

andwhy?ReseaΓchmethodology02Executivesummary

Who

shouldΓead

thisΓepoΓt

andwhy?Executive

summaΓyAI:

Thenew

consumeΓcompanionGen

Z

is

dΓivingthe

AIΓevolutionAIistΓansfoΓmingthe

shoppingexpeΓienceTrusterosion:AI'skeychallengeRecommendationsReseaΓchmethodologyResearchbrief-CapgeminiResearchInstitute2025

Fromhypetohabit:

HowconsumersareembracingAI5As

AIbecomesmainstream,theoverallleveloftrustin

AItoolshascorrespondinglydeclinedcomparedto2023.58%of

consumerstrustcontentwrittenbyGen

AIcomparedto72%

two

yearsago.

Thepercentageofconsumersconcernedabout

cyberattackshasdoubledinthepasttwo

years(27%in2023

to53%in2025),and

over

half(53%)of

consumers

are

willing

topayapremiumfor

AItoolsthatguaranteedatasafetyand

cybersecurityprotection.

Trustin

AI-generatedcontentisnotablyhigheramongGenZconsumers.Oldergenerations,

suchasmillennialsandboomers,expressgreaterskepticism.

Asaresultofwhich,consumersdemandstrictcontrolsand

guardrails:nearly60%believethat

AIdevelopmentshould

slowdown.67%ofconsumerssay

AIdevelopersshouldbe

legallyresponsibleiftheirtoolscauseharm.We

recommend

B2C

companies

build

consumer

trust

inAI,

prioritizedatasafetyandcybersecurity,andreimaginedata

visibilityanddiscoverabilityintheageof

AI.AIistransformingtheshoppingexperience.Currentlymorethanhalfofconsumers(50%)havereplacedtraditionalservicesorroutinestheypreviouslyusedforshopping,travel

orhomemanagementwithAI-drivenlifestyleappsandhave

madeapurchasebasedonGenAIrecommendations(53%).Most(64%)consumers

are

open

to

purchasing

newproductsorservicesrecommendedbyGen

AI.Thissentiment

is

particularly

high

among

consumers

living

with

family

at74%,

andlowestamongconsumerslivingalone,at53%.

AItoolsarefuelinghyper-personalizationamongconsumers:There

isashifttowardsagenticcommercewithhalftheconsumers

statingtheyarecomfortableusingan

AIshoppingassistant

acrossplatformsinfuture.Morethanhalfofconsumers

view

AIasasourceofinformation

andacollaborator.Consumersaremovingfromawarenessof

thesetoolstoadoption.One-third

ofconsumersnowspend

morethananhouron

AItoolseverydayandinteractionswith

AItools(multipletimesaday)havenearlydoubledfrom

2023.Consumersview

AItoolsamongthetopthreeconsumer

subscriptionsintermsofpriorityintheirdailylivesandnearly

two

in

five

consumers

are

willing

to

pay

a

premium

price

forAItoolsthatofferpremiumsubscription-basedservices.Gen

Zis

driving

the

AIrevolutionoverallpositiveviewon

AItoolsasthedriversofinnovation,

whileagedconsumersarelargelyconcernedaboutthemisuseandsafetyofthesetools.However,surprisinglyolder

generations,especiallybabyboomers,areactivelyseekingemotionalsupportvia

AIplatforms.AIistransforminghowconsumersshopAI

is

already

an

integral

part

of

consumers’lives.Adoption

isacceleratingacrossallagegroups,withGenZleadingtheway.

Butas

AIbecomesmainstream,consumerconcernsabouttrust

is

rising.AIisthenewconsumercompanionExecutive

summaΓyAI:

Thenew

consumeΓcompanionGen

Z

is

dΓivingthe

AIΓevolutionAIistΓansfoΓmingthe

shoppingexpeΓienceTrusterosion:AI'skeychallengeRecommendationsResearchbrief-CapgeminiResearchInstitute2025

Fromhypetohabit:

HowconsumersareembracingAI6Gen

Z

is

driving

the

adoption

surge

with7in10Gen

ZactivelyexploringAItools.

ThemajorityofGenZshavean

ExecutivesummaryTrust

erosion:

AI'skey

challengeWho

shouldΓead

thisΓepoΓt

andwhy?ReseaΓchmethodology03AI:

ThenewconsumercompanionWho

shouldΓead

thisΓepoΓt

andwhy?Executive

summaΓyAI:

Thenew

consumeΓcompanionGen

Z

is

dΓivingthe

AIΓevolutionAIistΓansfoΓmingthe

shoppingexpeΓienceTrusterosion:AI'skeychallengeRecommendationsReseaΓchmethodologyResearchbrief-CapgeminiResearchInstitute2025

Fromhypetohabit:

HowconsumersareembracingAI

761%51%35%31%14%8%Note:

For

2025

'Iamawareof

the

latest

trends

inAIspace

but

have

not

explored

tools'

includes

19%

of

consumerswho

awareof

the

latest

trends

inAIspace

but

have

notexplored

toolsand

12%

of

consumerswho

are

aware

of

these

trends

butdo

not

prefer

using

them.Source:

Capgemini

Research

Institute,AIandconsumerssurvey,

October

2025,

N=

10,027

consumers;

Capgemini

ResearchInstitute,“Why

consumers

love

Gen

AI,”

2023,

N=10,000consumers.ExecutivesummaΓyAI:The

newconsumeΓcompanionGen

Z

is

dΓivingtheAI

ΓevolutionAIis

tΓansfoΓming

the

shoppingexpeΓienceTrusterosion:AI'skey

challengeRecommendationsConsumeradoptionofAI

is

increasingIamaware

of

the

latesttrends

in

theGenAIspace

buthave

notexplored

toolssuchas

ChatGPT,Gemini,

Fire?y,Midjourneyetc.Iamaware

of

the

latesttrends

in

theGenAIspaceand

havealsoexplored

toolssuchas

ChatGPT,

Gemini,Fire?y,

Midjourneyetc.Research

brief-

Capgemini

Research

Institute

2025

From

hype

to

habit:

How

consumers

are

embracingAI8Iam

neitheraware

of

norhave

Iexplored

toolssuch

asChatGPT,

Gemini,

Fire?y,Midjourneyetc.WhoshouldΓead

this

ΓepoΓtand

why?

2023

2025ReseaΓchmethodologyGlobalAverageSwedenJapanUnitedKingdomNetherlandsUnitedStatesAustralia

Consumeradoptionof

AIishighacrosscountriesExecutive

summaΓyAI:

Thenew

consumeΓcompanionGen

Z

is

dΓivingthe

AIΓevolutionAIistΓansfoΓmingthe

shoppingexpeΓienceTrusterosion:AI'skeychallengeRecommendationsIamawareofthelatesttrendsintheGenAIspaceandhavealsoexploredtoolssuchasChatGPT,Gemini,Fire?y,Midjourneyetc.SingaporeSpainFranceItalyCanadaNorwayGermanyResearchbrief-CapgeminiResearchInstitute2025

Fromhypetohabit:

HowconsumersareembracingAI9Source:CapgeminiResearchInstitute,

AIandconsumerssurvey,October2025,N=10,027consumers.Who

shouldΓead

thisΓepoΓt

andwhy?ReseaΓchmethodology58%59%58%57%56%61%63%61%60%62%66%66%68%68%InOctober2025,OpenAIlaunched

an

AI-poweΓed

bΓowseΓthatintegratesChatGPT.Itoffersintelligent

features

suchasaware

summaries,

writingassistance,andan“agentmode”thatcan

automate

tasks

suchasfillinginformsor

gathering

data.158%arecomfortableletting

AIchoosetheirnextbinge

watchand41%arecomfortable

withletting

AI

choosedinnerbasedontheirmood.20%

ofconsumers

wholandedonWalbyclickingalinkonanothersitegottherefromChatGPT.2

As

AI-basedsearchevolves,generative

engineoptimization(GEO)isbecomingasimportantassearchengineoptimization(SEO).

56%

50%

45%25%16%mm

13%

5%

AIistheconsumer’son-demandassistantandsearchengineActsasasourceofinformation,likea

searchengine

Creativecollaborator(e.g.,brainstorming,generatingideas,

editingcreative

work,overcomingblocks)Everydayassistant(e.g.,handling

yourcalendar,automatingtasks)Executive

summaΓyAI:

Thenew

consumeΓcompanionGen

Z

is

dΓivingthe

AIΓevolutionAIistΓansfoΓmingthe

shoppingexpeΓienceTrusterosion:AI'skeychallengeRecommendationsAccessibilityaidforovercomingphysical,sensory,orcognitive

limitations(e.g.,narrationoftextfor

visuallychallenged)OthersSource:CapgeminiResearchInstitute,

AIandconsumerssurvey,October2025,N=9,222consumerswhoareawareand/or

use

AI.Researchbrief-CapgeminiResearchInstitute2025

Fromhypetohabit:

HowconsumersareembracingAI10HowwouldyoudescΓibetheΓoleAItoolsful?llinyouΓdailylives?Mentor/advisor

Digitalfriend/companion41%

view

AI

as

a

trustedcompanionoradvisor

PercentageofconsumersWho

shouldΓead

thisΓepoΓt

andwhy?ReseaΓchmethodology

One-thirdof

consumersnowspendmorethananhouron

AItools

every

daySource:CapgeminiResearchInstitute,

AIandconsumerssurvey,October2025,N=6,116consumers,

Capgemini

Research

Institute,“Why

consumers

love

Gen

AI,”2023,N=5,092consumers.Note:By

AI-enabledinteractionswemeaninteractionswhere

AIhelpsdeliverpersonalizedor

automatedresponses,suchasrecommendations,customersupport,ortailoredcontent.Executive

summaΓyAI:

Thenew

consumeΓcompanionGen

Z

is

dΓivingthe

AIΓevolutionAIistΓansfoΓmingthe

shoppingexpeΓienceTrusterosion:AI'skeychallengeRecommendationsHowfrequentlydo

youhaveAI-enabledinteractions?

32%Averagedailyconsumerusageof

AI27%Researchbrief-CapgeminiResearchInstitute2025

Fromhypetohabit:HowconsumersareembracingAI,,Source:CapgeminiResearchInstitute,

AIandconsumerssurvey,October2025,N=6,116consumers.Multipletimesaday

2023

202521%

20%15%1–2

hours4%Morethan

4hours8%2–3

hours6%3–4

hoursWho

shouldΓead

thisΓepoΓt

andwhy?30minutes–

1hourLessthan

15minutes15–30

minutesReseaΓchmethodology33%17%Morethanoneinthreeconsumersuse

AItoolsforpersonaldevelopmentPleaseselecttheaΓeaswheΓeyouaΓecuΓΓentlyusingAI.45%Executive

summaΓyAI:

Thenew

consumeΓcompanionGen

Z

is

dΓivingthe

AIΓevolutionAIistΓansfoΓmingthe

shoppingexpeΓienceTrusterosion:AI'skeychallengeRecommendationsSource:CapgeminiResearchInstitute,

AIandconsumerssurvey,October2025,N=9,222

consumerswhoareawareand/oruse

AI.Researchbrief-CapgeminiResearchInstitute2025

Fromhypetohabit:

HowconsumersareembracingAI1238%33%Personaldevelopment

andcoaching

PercentageofconsumersWho

shouldΓead

thisΓepoΓt

andwhy?HealthandwellnessFinancial

servicesReseaΓchmethodologyLifestyle32%36%RetailOveΓ28millionadultsnowuse

AItoolstomanagetheirmoney.3InQ3of2025,neobankSoFilaunchedCashCoach,an

AI-poweredcustomerinsightsenginethathelpsconsumersoptimizeearnedinterestindeposit

accountsandminimizeinterestexpenseoncreditcards.4OneintwoGenZhaveΓeducedinteΓactions

with

financial/legaladvisorsSinceintegΓatingAItoolsfoΓ?nancialplanningoΓlegalassistance,IhavedecreasedmyusageofconventionaladvisoΓs/legalpΓofessionalsBudgettrackingPlaninvestmentsExploreoptionsintransactionproducts

(savingaccounts,creditcards,EMIoptions,etc.)Taxplanning

ConsumerusageextendstofinancialplanningOne-thirdofconsumers

whouse

AIinfinanceuseitforbudget

tΓackingandinvestmentplanningExecutive

summaΓyAI:

Thenew

consumeΓcompanionGen

Z

is

dΓivingthe

AIΓevolutionAIistΓansfoΓmingthe

shoppingexpeΓienceTrusterosion:AI'skeychallengeRecommendationsSource:CapgeminiResearchInstitute,

AIandconsumerssurvey,October2025.Note:N=2,981consumers,whoselected

“finance”in

answer

to

the

question“In

which

of

the

areas

are

you

currently

using

AI?”out

of9,222consumers

who

areawareand/oruse

AI.Source:CapgeminiResearchInstitute,

AIandconsumerssurvey,October2025,N=9,222

consumerswhoareawareand/oruse

AI.Researchbrief-CapgeminiResearchInstitute2025

Fromhypetohabit:

HowconsumersareembracingAI1335%33%26%25%AverageGenZ

MillenialGenXBabyboomers49%42%20%15%Who

shouldΓead

thisΓepoΓt

andwhy?ReseaΓchmethodology47%AI

is

empoweΓi∩g

millio∩s

to

feel

moΓe

co∩?de∩t

about

theiΓ

?∩a∩cial

decisio∩s

–but

it’s

vital

theyΓeceive

i∩foΓmatio∩they

ca∩tΓust.5Executive

summaΓyAI:

Thenew

consumeΓcompanionGen

Z

is

dΓivingthe

AIΓevolutionAIistΓansfoΓmingthe

shoppingexpeΓienceTrusterosion:AI'skeychallengeRecommendationsJasSinghCEOConsumeΓRelationships

LloydsBankingGΓoupResearchbrief-CapgeminiResearchInstitute2025

Fromhypetohabit:

HowconsumersareembracingAI14Who

shouldΓead

thisΓepoΓt

andwhy?ReseaΓchmethodology44%

ofconsumers

have

reduced

their

useof

traditionalhealthcare

services

(such

as

in-person

consultations

andpersonal

trainers)since

adopting

AI-powered

health

and

wellnessrecommendationsor

tools.Source:

Capgemini

Research

Institute,AI

and

consumers

survey,

October

2025,

N=

9,222

consumerswhoareawareand/or

useAI.More

thanone

in

threeconsumerswho

useAI

for

healthandwellness

use

it

for

healthadviceHealthadvicePeΓsonal

?tness

planningAnalyzing

medical

reports,

prescriptions,and

medicationsEmotionalwell-beingSource:

Capgemini

Research

Institute,AIandconsumerssurvey,

October

2025,

N=

3,023

consumers.

Note:

N

=

3,023

consumers,who

selected

“Health

andwellness”

in

response

to

the

question

“In

whichof

theareasareyoucurrently

usingAI?”

out

of

9,222

consumerswho

are

aware

and/or

useAI.ExecutivesummaΓyAI:The

newconsumeΓcompanionGen

Z

is

dΓivingtheAI

ΓevolutionAIis

tΓansfoΓming

the

shoppingexpeΓienceTrusterosion:AI'skey

challengeRecommendationsDo

you

use

AI

tools

for

the

following

health

and

The

use

of

AI

in

healthcare

is

deepening

engagement

for

less51%of

boomers

use

AI

for

health

advice43%

of

boomers

useAI

foranalyzing

medical

reports,

prescriptions,and

medicationswellness

activities?

engaged

spectrum

of

older

generations50%of

Gen

X

use

AI

for

health

advice31%of

GenX

useAI

foranalyzing

medical

reports,

prescriptions,and

medications

36%

30%Research

brief-

Capgemini

Research

Institute

2025

From

hype

to

habit:

How

consumers

are

embracingAI1529%28%Gen

XBabyboomersWhoshouldΓead

this

ΓepoΓtand

why?ReseaΓchmethodology

AI

toolsare

now

in

the

top

threeconsumersubscriptioncategoriesAItoolsΓankthiΓd,behindmovieandmusicsubscΓiptionsGenAI

tools,whichdid

notexistasacategoΓy

thΓeeyeaΓs

ago,

havesecureda

placeinthe

top

three

of

subscription-basedservices,surpassingsubscription-basedcloudstoΓageseΓvices

that

havebeenaround

for

manyyears.Thissurgesuggests

thatAIisalreadydeeplyembeddedinconsumers’digital

routines.PleaseΓankthefollowingseΓvicesinoΓdeΓofimpoΓtanceinyouΓdailylife48%ExecutivesummaΓyAI:The

newconsumeΓcompanionGen

Z

is

dΓivingtheAI

ΓevolutionAIis

tΓansfoΓming

the

shoppingexpeΓienceTrusterosion:AI'skey

challengeRecommendationsSource:

Capgemini

Research

Institute,AIandconsumerssurvey,

October

2025,

N=

9,222

consumerswho

are

aware

and/or

useAI.Note

:Theorderof

importance

here

falls

under

high

prioritycategory.Research

brief-

Capgemini

Research

Institute

2025

From

hype

to

habit:

How

consumers

are

embracingAI1636%29%27%Cloudstorage

(GoogleOne,iCloud)Watching

movies/TVshows

(Net?ix,PrimeVideo)Meditation&

wellness(Headspace,

Calm)Reading

books/magazines(Kindle

Unlimited)Generative

AItools(ChatGPT,Midjourney,Claude)Listening

to

music

(Spotify,

YouTube

Music)Gaming

(XboxGame

Pass,PlayStation

Plus)Design

tools(Canva

Pro,Adobe

Express)20%

19%

19%Learning

languages

(Duolingo,

Babbel)25%22%WhoshouldΓead

this

ΓepoΓtand

why?Fitnessapps

(Cult.?t,

Fittr)ReseaΓchmethodology25%38%

ofconsumersare

willingtopayapremiumpricefor

AI

toolsthatofferpremium

subscription-based

services(e.g.,

ClaudePro).In

September2025,OpenAI

hitonemillionpaidbusiness

users.

Businessesandprofessionals,6

inparticular,areincreasingly

willingtopay

apremiumfortoolsthatoffer

deeperreasoning,enhanced

productivity,and

specialized

features.3%

Nearlytwoinfiveconsumersare

willingtopayapremiumfor

AItools19%44%

ofconsumersarereadytopayapremiumfortraditional

subscriptionsthat

arenow

AI-powered.Executive

summaΓyAI:

Thenew

consumeΓcompanionGen

Z

is

dΓivingthe

AIΓevolutionAIistΓansfoΓmingthe

shoppingexpeΓienceTrusterosion:AI'skeychallengeRecommendations One

paid

subscription 1–3paidsubscriptions 4–6paidsubscriptions More

than6paidsubscriptionsCurrently

oneinfiveconsumershasatleast

one

paid

subscriptionfor

AItoolsResearchbrief-CapgeminiResearchInstitute2025

Fromhypetohabit:

HowconsumersareembracingAI17Source:CapgeminiResearchInstitute,

AIandconsumerssurvey,October2025,

N=6,116consumers.Source:CapgeminiResearchInstitute,

AIandconsumerssurvey,October

2025,N=1,182consumers.Source:CapgeminiResearchInstitute,

AIandconsumerssurvey,October2025,N=9,222consumerswhoareawareand/oruse

AI.NumberofpaidsubscriptionstoAItoolsWho

shouldΓead

thisΓepoΓt

andwhy?ReseaΓchmethodology“Therapid

risei