On May 25, Adobe released key findings from its 2026 AI and digital Trends Report, conducted in collaboration with Oxford Economics. The report highlights that consumers across the Asia Pacific (APAC) region are adopting AI for shopping and customer support at a pace that currently ouTSTrips many brands' ability to scale.
Key Findings on Consumer Adoption and Trust:
Widespread Usage: APProximately 53% of consumers in the APAC region are ACTively utilizing AI for Personalized recommendations, customer support, and AI-assisted shopping experiences.
The Trust BARRier: Despite high adoption, trust remains a significant constraint. The study reveals that 26% of consumers consider the ability to seamlessly switch to a human Agent as the most critical reassurance when using AI. Furthermore, 38% stated they would immediately disengage if they discovered they were interacting with an AI after expecting a human representative.
Business Readiness and Infrastructure Gaps:
While consumer demand surges, enterprise readiness lags behind. Only 14% of brands reported having deployed AI tools across critical functions such as customer support, search, and product discovery. Adobe notes that many companies continue to struggle with foundational issues, specifically regarding data integration and data quality, which hinders broader organizational adoption.
While consumer demand surges, enterprise readiness lags behind. Only 14% of brands reported having deployed AI tools across critical functions such as customer support, search, and product discovery. Adobe notes that many companies continue to struggle with foundational issues, specifically regarding data integration and data quality, which hinders broader organizational adoption.
These insights arrive as major Technology firms—including Adobe, Salesforce, and Shopify—aggressively expand their portfolios of AI-powered shopping and customer service tools tailored for retailers and enterprise CLIents.
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