From ChatGPT to Checkout: How Consumers Are Using AI and What It Means for Brands
By CRC Consumer Insights & Advisory Services TeamIf you’ve turned to ChatGPT lately for dinner ideas, planning a trip, or help writing a clever email, you – like millions of consumers – are part of the fast-growing AI boom.
CRC’s October 2025 consumer survey reveals how AI is quickly becoming part of everyday routines, from personal shopping to professional productivity, and brands need to keep up.
Below are three key reasons why:
1. Consumers Are Getting Comfortable with AI
More than half of our survey respondents describe themselves as familiar with AI, and most say they’ve already used it in some form.
While overall sentiment remains mixed, it skews more positive than negative. The biggest areas of concern? Misinformation, trust, privacy, data security, and the impact on jobs are at the top of the list.
Despite this skepticism, most consumers expect their AI usage to continue growing across all areas of their lives.
2. AI is Redefining the Shopping Experience
Although consumers still prefer human interaction when it comes to customer service, nearly one in five survey respondents report using newer forms of AI (like chatbots and retailer AI assistants) for product inspiration and research.
The appeal? Personalization and convenience.
The hesitation? Trust and privacy.
3. AI Has Entered the Workplace
Nearly two-thirds of consumers report using AI at work within the past six months. While it’s widely viewed as a productivity enhancer – helping streamline tasks, generate ideas, and improve output – workers remain cautious about its accuracy and long-term impact on job security.
What Does This Mean for Brands?
AI presents powerful opportunities to enhance the shopping journey, but earning and maintaining consumer trust and confidence will determine who wins.
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