Agentic AI Is Transforming Discovery and Brand Loyalty

Agentic AI is rapidly transforming how consumers discover, evaluate, and purchase products. They are also prompting brands to reassess their traditional approaches to discovery, engagement, and loyalty. Rather than manually navigating websites, search engines, and social platforms, shoppers are increasingly relying on AI-powered assistants to research products, compare options, and complete purchases in a single interaction. This shift marks a structural change in commerce, with AI moving from a supporting tool to a central driver of the shopping journey. 

Klaviyo Co-founder and CEO Andrew Bialecki notes that while AI is accelerating change, the fundamentals of marketing remain intact. Brands still need to meet customers where they are and deliver consistent value. What has changed is the path to purchase. Discovery and decision-making are now mediated by AI agents that act on behalf of consumers and brands alike. As a result, companies must invest in systems that unify customer data across online and offline touchpoints and enable real-time, personalized engagement through owned channels such as email, SMS, and messaging apps. 

Findings from Klaviyo’s 2025 Global AI Shopping Index highlight the scale of the shift: 

• 78% of consumers have used AI for shopping or product research recently 

• 65% expect AI shopping assistants to be a regular part of online shopping by 2026 

• 75% have abandoned purchases due to a lack of instant answers 

• 89% are open to AI managing post-purchase tasks like tracking and delivery updates 

As AI-driven discovery expands, loyalty increasingly depends on brands’ ability to turn AI-assisted interactions into owned relationships. Platforms that integrate with ecosystems such as Shopify allow brands to activate unified customer profiles and automate outreach at scale. Emerging frameworks like OpenAI’s Agentic Commerce Protocol further signal a future where AI agents function as virtual storefronts. 

Looking ahead, agentic commerce is expected to deepen, with AI acting as an independent shopping assistant that understands context, timing, and budget constraints. For brands, the opportunity lies in using AI to move from reactive marketing to proactive, intent-driven engagement, strengthening loyalty while improving efficiency in an increasingly automated commerce landscape. 

 

Source: 

https://www.crmbuyer.com/story/agentic-ai-forces-brands-to-rethink-discovery-and-loyalty-177579.html?__hstc=147279080.cbe7a3a03489c49131d9a40f0909459b.1745229294955.1766149365846.1766465748436.15&__hssc=147279080.1.1766465748436&__hsfp=1154303674