
New Jersey-based technology services provider Cognizant recently released the results of a study on how consumers will adopt AI, how consumer comfort with the technology will drive adoption by businesses in all industries, and the economic power the consumer transition to AI will produce.
New Minds New Markets, commissioned by Cognizant and administered by U.K. research firm Oxford Economics, predicts that U.S. consumers who embrace AI could drive nearly half (46%) of spending by 2030, accounting for $4.4 trillion.
According to the report, consumers are most comfortable with automated processes that affect the learning phase of the customer journey. Across all consumer age groups, 47 percent say they are comfortable using AI to help choose products and services. During the actual purchasing phase, when trust and security are most important, however, the study showed 75 percent of consumers are unlikely to allow AI to automatically reorder or pay for high value items without their direct authorization.
“As AI-influenced buying evolves, businesses must navigate mixed consumer attitudes towards AI,” said Ravi Kumar S., CEO of Cognizant. “Enterprises are balancing the demand for convenience with the need for control and trust. Understanding these attitudes is crucial for developing AI solutions that not only enhance convenience but build confidence in the full potential of how AI can reimagine the customer experience and unlock tremendous value.”
Kumar said the study underscores the work Cognizant is doing to help business leaders across industries adapt to AI-empowered consumers, particularly as AI agents begin to power more consumer purchasing experiences, orchestrating complex tasks across the buying journey.