Gen Z Turns to AI for Shopping Advice, Prompting Cetaphil to Rethink Digital Strategy

Gen Z’s New Shopping Habit: Consulting AI Before Buying

Gen Z shoppers are changing how they make purchase decisions. Instead of relying solely on traditional reviews or ads, many now turn to AI to gather product information before committing to a purchase. This shift highlights the growing role of AI-powered tools in the consumer journey.

Cetaphil Adjusts Its Online Strategy

Cetaphil, a leading skincare brand, is responding to this behavioral change. Tara Loftis, global president of skincare at Galderma and global head of Cetaphil, shared that the company is recalibrating its online approach to better connect with these AI-savvy consumers.

By integrating AI into their digital marketing and customer support, Cetaphil aims to provide more personalized, instant responses to product inquiries. This helps meet Gen Z’s demand for quick, reliable, and AI-assisted guidance before purchase.

Why This Matters for Marketing and Customer Support Teams

• Shift in Consumer Behavior: AI is becoming a trusted source for product information, especially among younger buyers.
• Opportunity to Enhance Customer Experience: Brands can leverage AI chatbots and recommendation engines to provide relevant answers instantly.
• Data-Driven Insights: AI interactions generate valuable data on consumer preferences and questions, informing marketing strategies.
• Competitive Edge: Adapting to AI-influenced shopping habits can differentiate brands in a crowded online space.

Marketing and communication professionals should consider how AI tools can be incorporated into their workflows to improve responsiveness and engagement. For those looking to deepen their understanding of AI applications in marketing and customer support, exploring specialized AI training can be a practical next step.

Learn more about AI courses and how to implement AI-driven strategies at Complete AI Training.