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The State of Conversational Commerce in 2026

Research Methodology

This study is based on data collected from 400 ecommerce decision-makers across the US, UK, and Europe between October and November 2025 to understand how conversational commerce and AI are reshaping customer experience, support operations, and revenue outcomes. Respondents represented businesses ranging from $100K to over $100M in annual revenue (averaging $27M) across various industries. The 36-question survey explored AI adoption, human connection, ROI, scaling challenges, and the future of conversational commerce, with findings validated by aggregated data from 16,000+ Gorgias customers.

Geography

  • United States: 50%
  • United Kingdom: 25%
  • Europe: 25% (France, Italy, Spain, Germany, and the Nordics; English-speaking respondents)

Company size (annual revenue)

  • $100K–$2M: 23% of respondents
  • $2M–$5M: 20% of respondents
  • $5M–$10M: 16% of respondents
  • $10M–$20M: 15% of respondents
  • $20M–$50M: 5% of respondents
  • $50M–$100M: 5% of respondents
  • $100M+: 17% of respondents

Industries represented

  • Fashion & Apparel: 40% of respondents
  • Consumer Electronics: 10% of respondents
  • Home and Furnishings: 10% of respondents
  • Health and Wellness: 7% of respondents
  • Everyday Essentials: 5% of respondents
  • Food and Beverage: 4% of respondents
  • Jewelry & Accessories: 4% of respondents
  • Beauty and Cosmetics: 3% of respondents
  • Books, Music, and media: 3% of respondents
  • Sporting Goods & Outdoors: 3% of respondents
  • Other: 13% of respondents

Key themes explored

  • Adoption of AI in ecommerce
  • AI vs. human connection
  • AI and ROI (including CX shifting toward revenue goals)
  • Challenges scaling AI across ecommerce operations
  • Future outlook for conversational commerce
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