A recent survey conducted by British Chambers of Commerce highlighted that AI adoption and training among retail staff is lagging behind many other sectors.
The poll of 500 UK retail employees discovered 72% never use AI at work, while only 10% say they use it either often or always. The research also highlights a lack of training, with 89% of employees saying that they haven’t received any AI coaching. This mirrors other findings which show only 13% of retail employees say their organisation uses AI often in its operations, with 26% saying it never happens.
At a time when AI adoption across business sectors is increasing (BCC research in September showed 35% of SMEs are actively using AI technology, up from 25% in 2024), the data highlights a key area of challenge for the retail sector, both in the Liverpool City Region and across the UK.
It perhaps also reflects a wider reality that, while AI dominates many conversations and headlines at the moment, its impact and adoption on the ground is currently much slower, as well as vagaries evident between different sectors.
The steep upward trajectory of AI suggests retailers may need to start scaling up their own adoption soon to avoid being left behind. That includes training for staff to maximise their engagement and also the potential returns we know AI can deliver.
At Liverpool Chamber, we are excited to be delivering the AI Academy in the New Year. It’s a BCC initiative powered by Pair, which provides role-specific upskilling that ensures AI becomes embedded in daily workflows, not simply in theory. Successfully trialled in Wirral Chamber, we’re thrilled to be expanding the initiative to this side of the Mersey for the benefit of our members.
Members of our team are actively participating in the Academy and we value the positive role that AI can play in the future of organisations, supporting the work of existing staff and allowing them to achieve greater efficiencies and productivity. It’s remarkable how much discussion we have about it with our members – including those at the PBS Board meeting I attended last week and in the conversations that are informing the Local Skills Improvement Plan.
I would certainly encourage other businesses to get involved with the Chamber AI Academy and understand how it can benefit their own operations and workforce.
This dovetails with our own increasing use of digital tools and a clear understanding of the significant impact that technology businesses make to the city region economy. Working with Gavin Sherratt and Goodship these past months is helping us prepare the Chamber for a digital transformation, both within our organisation and for our businesses.
Alongside the AI Academy, we will have a suite of exciting new initiatives in 2026 with a strong focus upon AI and technology being a key focus for us as we move into next year.
