Multichannel Day 2026: Practical AI rather than hype – our recap

Retailers are watching – but their customers aren’t anymore.

Multichannelday 2026 in Cologne highlighted where the industry currently stands: somewhere between hype, experimentation and apprehension. Julia Kirchhefer, our Chief of Product, addressed this very tension on the main stage – not with theory, but with figures and real-world use cases.

With AI adoption standing at just 15%, the retail sector brings up the rear among all industries. Whilst B2B services sit at 55% and companies worldwide are doubling their AI budgets, the retail sector is still hesitating. But its customers certainly aren’t: ChatGPT has surpassed the billion-user mark, and 74% of consumers expect 24/7 availability as standard – not as a bonus.

A shortage of 768,000 skilled workers. 65% of customers are dissatisfied.

At the same time, the skills shortage is worsening: 768,000 vacancies by 2028, with the gap in the DIY sector set to grow by 200%. The result is a growing advisory gap – and 65% of customers are noticing it. Rising expectations, falling capacity. Recruitment alone cannot bridge this gap.

The proof: an additional $12 billion in revenue.

By 2025, Amazon’s AI assistant Rufus had generated an additional $12 billion in revenue – with a 60% higher likelihood of purchase and 66% of all Black Friday purchases originating from AI sessions. The ROI is no longer just a theory.

This is exactly where homie AI comes in: in the online shop, via QR codes on the shelves, through voice terminals on the shop floor, and as an internal knowledge tool for staff. Cross-channel, ready to use – and measurably effective.

Was unsere Kunden sagen. What our customers say.

Particularly noteworthy: questions asked in the homie chat would never have reached traditional customer service channels – the barrier to asking is simply different. It’s not a replacement for existing channels. It’s genuine added value on top. This is how hagebau describes it:

“What really makes homie stand out is the quality of the answers it provides in everyday situations – whether it’s finding a product, making a purchase decision or answering standard service queries. In e-commerce, it feels like a genuine additional service channel.”

Conclusion: The future is now.

Multichannel Day 2026 made one thing clear: the industry is moving from experimentation to implementation. Those who fail to act now will soon find themselves swimming against the tide. The future of consulting and sales is here.