The holiday season is here, and so is the endless scrolling, second-guessing, and “what do I even buy them?” panic we all go through. Well, guess what? Santa’s not the only one with helpers this year… AI agents are doing a little magic of their own behind the scenes. They’re suggesting great gift ideas, finding the best deals, checking stock on things they know you’re eyeing, and even finding clever alternatives when something sells out.
Retailers are now building these smart little assistants right into their e-commerce environments, not just to chat, but to take care of all that holiday shopping hassle for you and from a CRM perspective, the shift is brilliant.
Why This Matters for CRM
From a CRM point of view, this shift is a big deal. These AI agents don’t just answer questions – they actually learn. They tap into LLMs, real-time data, past behaviour, and various contexts to understand what customers want and act on it. Instead of brands relying on clunky old chatbots, CRM platforms powered by agentic AI can offer a much more proactive experience.
Just like Santa keeping an eye on who’s naughty or nice, AI-powered CRMs are watching (and learning) from every interaction. They see how agents engage with shoppers, adjust their recommendations, and make sure all the insights feed back into the bigger picture, so every holiday experience is a little more magical.
How Leading Retailers Use AI and CRM for Holiday Shopping
The big brands in retail are already leading the way and making AI feel like a holiday helper. Amazon’s Rufus, for example, helps customers find products, compare options, and even answer post-purchase questions about care or maintenance.
eBay’s AI shopping agent personalises browsing and product suggestions, Etsy uses AI to enhance search and notifications, and Sephora’s AI agents act as digital beauty consultants with shade matching and personalised recommendations.
We’ve had a lot of calls with retail brands recently, and we know how pressure they are facing. The Rising costs to attract customers, more returns, and changes in shopping habits, oh, with inflation and tougher competition with a cherry on top, making it trickier than ever to keep shoppers happy.
That’s where the integration of agentic AI across CRM and retail platforms comes in. It shows how technology can elevate both operational efficiency and customer experience. By connecting sales channels, customer data, and AI-powered insights in one place, retailers can deliver seamless, personalised shopping journeys that drive conversions, and we love this!
Salesforce Agentforce: AI Meets CRM
CRM platforms are getting into the holiday spirit, too! Salesforce, through its Agentforce platform, is helping brands like Williams Sonoma roll out AI assistants with real personality. Take “Olive,” for example, she’s like a virtual sous chef and party planner rolled into one, helping shoppers plan with ingredient lists, suggest décor, and even pick the perfect kitchen gadgets, all based on past purchases and behaviour tracked in the CRM. (Source: Salesforce, 2025 – Dreamforce News).
The Opportunity with CRM Platforms and AI Agents
The numbers don’t lie. Adobe predicts a 520% surge in AI-driven traffic to U.S. retail sites this holiday season, proof that shoppers are leaning on smart helpers more than ever. But it’s not just about clicks as retailers using AI-powered CRM platforms are seeing 15–30% higher conversion rates, with AI agents subtly nudging customers toward complementary products. It’s definitely a long-term advantage, and it can mean millions in extra holiday revenue, like finding hidden gifts under the tree! (Source: Adobe)
This isn’t just about keeping up with technology trends. It’s about fundamentally reimagining how businesses build lasting customer relationships and making holiday shopping a little less stressful for everyone.
Looking Ahead: Retail CRM in 2026
As a CRM agency, we can see where the future is heading: by 2026, AI will be at the heart of every CRM conversation. Automation will take care of everything from inventory and logistics to orchestrating complete customer journeys while AI delivers smarter personalisation, predictive recommendations, and real-time forecasts, so brands always know exactly what their customers want next.
We actually wrote about our predictions and shared other insights in our article How Retailers Can Do More with Less here.
How WeDoCRM Can Help You
We can help you find the right CRM platform for your business, set up AI agents smoothly, and make sure everything works together across all your sales channels. From start to finish, we work hand-in-hand with your team to make the most of AI-powered customer engagement
Get in touch, we look forward to hearing from you!
