Physical stores still dominate retail, with 77% of purchases made in-person in 2025—even as AI and e-commerce continue to grow. According to EY research, most consumers still prefer to shop for fresh food, snacks, and beverages offline, and 94% make final purchase decisions in-store after browsing online.
EY’s Jon Copestake warns retailers not to underestimate the value of brick-and-mortar. While AI tools assist shoppers, few trust them to complete purchases. Instead, stores are crucial for discovery, promotions, and building loyalty.
Forward-thinking retailers are reimagining their physical spaces with services like rentals, repairs, and immersive experiences. As Copestake says, “If you're cutting stores, you may be missing a significant trick.”