AI Influences 9% of Customer Transactions at Majid Al Futtaim
Artificial intelligence now influences around 9 per cent of customer transactions at Majid Al Futtaim, highlighting a rapid shift in consumer behaviour as shoppers increasingly rely on AI agents to guide their purchasing decisions.
Ahmed Galal Ismail, CEO of Majid Al Futtaim Holding, said AI agents are recommending products, shaping customer preferences and directing purchases, marking a significant change from their negligible role just a few months ago.
Speaking at the ninth Sharjah Investment Forum 2026, Ismail highlighted how AI is transforming the future of retail and commerce.
He expects most commercial transactions in the coming years to involve AI agents, either directly or indirectly, prompting businesses to reassess their operating models and customer engagement strategies.
Majid Al Futtaim serves more than 600 million customers annually across its diverse business portfolio.
Ismail highlighted several emerging consumer trends, including a stronger focus on value for money amid inflationary pressures, rising demand for differentiated experiences and the growing influence of AI on purchasing decisions.
He also revealed that online sales account for 25 per cent of the group’s retail business, with consumers increasingly opting for home delivery of groceries, entertainment and other services.
Despite the expansion of digital commerce, Ismail emphasised that physical shopping malls remain relevant, attracting customers looking for social interactions, entertainment and in-person experiences.
The group is also developing rapid delivery services designed to fulfil customer orders in as little as 15 minutes.
Majid Al Futtaim is expanding its investment in AI-powered digital advertising through its Precision Media business, which leverages apps and loyalty platforms to deliver targeted advertisements to customers.
Ismail stressed that consumer trust will become increasingly important as AI enhances transparency around pricing and products. He also highlighted the UAE’s strong institutional trust and growing adoption of AI technologies.
His remarks were delivered during a session titled The Consumer of 2035 at the Sharjah Investment Forum 2026, held from October 14 to 15 at the Al Jawaher Reception and Convention Centre.
The forum was organised by the Sharjah FDI Office (Invest in Sharjah) in collaboration with the Ministry of Investment under the theme Building Adaptive Economies.