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AI-Driven Shopping Boosts Online Holiday Sales, Salesforce Data Shows

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AI-powered chatbots and other digital tools significantly contributed to a nearly 4% year-over-year increase in U.S. online sales during the 2024 holiday season, according to Salesforce data. Retailers harnessed AI-driven customer service features such as conversational chatbots, targeted promotions, and personalized product recommendations to attract shoppers seeking trending products and the best deals.

From November 1 to December 31, U.S. online sales reached $282 billion, up from $272 billion in 2023, surpassing Salesforce’s initial 2% growth forecast, despite more restrained discounts. AI-based chatbots saw a 42% increase in usage compared to the previous year, with Salesforce analyzing data from 1.6 trillion page views to reach this conclusion.

Globally, AI-driven sales grew to $229 billion, compared to $199 billion in 2023. While AI was a major growth driver, a concerning 28% product return rate, up from 20% in 2023, was highlighted as a potential drag on profit margins for retailers, according to Caila Schwartz, director of Consumer Insights at Salesforce.

“Retailers who have embraced AI and agents are already seeing the benefits, but these tools will be even more critical in the new year as retailers aim to minimize revenue losses on returns and re-engage with shoppers,” Schwartz said.

The report also noted that mobile shopping peaked on Christmas Day, with 79% of all orders made through smartphones during the holiday season. Social media platforms like TikTok Shop and Instagram helped drive 14% of all traffic to e-commerce sites.

 

Infosys Raises Annual Revenue Forecast on US Demand Revival

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Infosys, India’s second-largest software services exporter, has raised its annual revenue forecast for the third time this financial year, driven by a revival in U.S. demand, particularly from banking and retail clients. The company now expects its annual revenue to rise by 4.5% to 5%, an increase from its previous forecast of 3.75% to 4.5%.

This upbeat outlook mirrors the sentiments of other Indian IT giants, including Tata Consultancy Services (TCS) and HCLTech, which have also reported early signs of a recovery in discretionary spending. Infosys’ CEO, Salil Parekh, noted an improvement in the U.S. retail and consumer product industries, as challenges related to discretionary spending ease.

In the third quarter, Infosys posted a 7.6% revenue growth to 417.64 billion rupees ($4.83 billion), exceeding analyst estimates of 412.78 billion rupees. The growth was mainly driven by an uptick in revenue from North American clients, which constitute 60% of the company’s total revenue. This marks a significant recovery, as North American revenue had declined for five consecutive quarters.

Infosys also reported an 11.4% increase in profit for the quarter, reaching 68.06 billion rupees, surpassing analysts’ expectations. The company highlighted that all eight business segments saw higher growth, with the financial services division growing 6.1%. The company secured large orders worth $2.5 billion, reflecting its focus on significant deals and strategic engagements.

Gaurav Parab, an analyst at NelsonHall, noted the positive results, particularly the company’s focus on large deals and the promising developments in Agentic AI, a technology enabling AI-powered agents and bots.

 

Couche-Tard’s Bid for 7-Eleven Seen as Strategic Move for ‘Cheap’ Stock, Amid Regulatory Concerns

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Alimentation Couche-Tard’s recent bid to acquire 7-Eleven’s parent company, Seven & i Holdings, has sparked discussions within the financial world about the strategic motives behind the deal. According to industry analysts, the Canadian retail giant, which operates Circle K, views Seven & i as an undervalued stock, making it an attractive target for acquisition. Richard Kaye, a portfolio manager at Comgest, remarked that despite Seven & i’s robust core business, Couche-Tard likely sees an opportunity for a financially advantageous acquisition.

The acquisition, if successful, would be one of the largest foreign takeovers of a Japanese company. Although the offer amount remains undisclosed, U.S. investment firm Artisan Partners Asset Management has urged Seven & i to seriously consider the buyout offer. The move comes as the Japanese conglomerate is undergoing a restructuring process aimed at expanding 7-Eleven’s global reach and divesting from its underperforming supermarket divisions.

Despite Couche-Tard’s strong financial position, with a valuation of $54 billion compared to Seven & i’s $38.3 billion, the deal faces significant regulatory challenges. Particularly, antitrust scrutiny is anticipated in both the U.S. and Japan, given the size and scope of the companies involved. Retail analyst Bryan Gildenberg commented that regulatory approval may require divestments to address competition concerns, especially in the U.S. market.

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In Japan, Seven & i is reportedly seeking designation as a “core” company under the country’s Foreign Exchange and Foreign Trade Act, which could complicate the acquisition. This designation would subject the transaction to heightened scrutiny by Japan’s finance ministry, reflecting concerns about potential disruptions to 7-Eleven’s well-established convenience store model, known as “konbini” in Japan.

While Couche-Tard’s interest in Seven & i stems from the Japanese firm’s perceived undervaluation, the deal also highlights a broader trend of global companies seeking undervalued opportunities within Japan’s stock market. Kaye noted that despite the strong operational performance of companies like Seven & i, Fast Retailing, and Pan Pacific International Holdings, they trade at lower valuations than their global counterparts, making them attractive investments for firms like Couche-Tard.

However, the potential regulatory roadblocks and the preservation of Seven & i’s unique business model remain key challenges in completing the deal. If successful, the acquisition could reshape the global convenience store landscape and further expand Couche-Tard’s footprint beyond North America, into one of the world’s largest retail markets.