Three Trends Shaping Learning and Development in the Retail and Consumer Industry for 2025
GenAI, human skills, and micro-credentials are transforming how the retail and consumer industry attracts, retains, and upskills its workforce. Here’s how.
The retail and consumer industry is facing a perfect storm. Attrition rates are high, employees crave career development, and new technologies like generative AI (GenAI) are rapidly changing how business gets done. In this environment, upskilling isn't just a nice-to-have—it's business-critical.
Retail employees themselves are sending a clear message: They want opportunities to grow. Lack of development was a primary driver behind 2023's wave of retail resignations. The good news? Investing in skills can directly boost retention while equipping your workforce to navigate change and thrive in the future of retail.
Coursera's Industry Skills Brief 2025 provides a roadmap for L&D and talent leaders in retail, revealing the key trends shaping the industry's skills landscape. In this article, we'll unpack these need-to-know insights from Coursera skill experts Jeremy York, Senior Content Strategy Taxonomy & Innovation Manager, and Nitish Thappa, Manager, Tech & Data Content Strategy.
Key takeaways
Retailers are embracing GenAI at an unprecedented pace, with course enrollments surging as companies recognize its potential to personalize customer experiences, streamline operations, and optimize marketing.
Human skills are more vital than ever in retail, with resilience, adaptability, and communication topping the list of in-demand skills needed to build customer loyalty and navigate industry shifts.
Micro-credentials are key to closing critical skills gaps and driving employee retention, providing a flexible way for retail professionals to gain in-demand technical expertise in areas like data analytics, project management, and cybersecurity.
Three trends shaping retail and consumer skill development in 2025
1) How GenAI is reshaping retail
The retail and consumer industry is experiencing a generative AI awakening. Out of the five industries analyzed in Coursera's Industry Skills Brief 2025, retail showed the most dramatic increase in GenAI course enrollments — a staggering 1,788% year-over-year surge. This explosion in interest speaks to the transformative potential of GenAI to revolutionize the retail experience at every touchpoint.
From crafting compelling product descriptions and streamlining supply chains to creating hyper-personalized shopping experiences and empowering customer service agents with real-time insights, GenAI is changing how retail operates.
"The number of ways we purchase and consume goods is constantly expanding, especially in the social commerce landscape," notes Jeremy York, Senior Content Strategy Taxonomy & Innovation Manager at Coursera. "GenAI empowers retailers to keep pace, enabling them to optimize influencer marketing, target ads effectively, and even facilitate purchases directly within emerging platforms."
Popular GenAI courses among retail professionals highlight this demand for skills that can be immediately applied to real-world challenges:
ChatGPT for Beginners; Save Time with Microsoft Excel by Coursera Project Network
Generative AI with Large Language Models by Amazon Web Services and DeepLearning.AI
As Nitish Thappa, Manager, Tech & Data Content Strategy at Coursera points out, "Major tech players like Microsoft, Google, and AWS are integrating GenAI tools directly into their products. Retail professionals who can harness these tools will be positioned to enhance their productivity and decision-making significantly."
Imagine using GenAI to predict demand fluctuations and proactively optimize your supply chain, preventing costly stockouts and delays. Or picture customer service agents equipped with AI-powered tools that provide instant insights into a customer's purchase history and preferences, allowing for personalized support that builds loyalty. These are just glimpses into the possibilities that GenAI unlocks for retail.
"GenAI isn't about replacing human roles; it's about augmenting them," adds Thappa. "By automating routine tasks and providing deeper insights, GenAI frees up employees to focus on higher-value activities that require uniquely human skills."
2) The enduring need for human skills in retail
While technology reshapes the retail landscape, human connection remains at the heart of exceptional customer experiences. Even as e-commerce and digital channels dominate, the ability to build rapport, demonstrate empathy, and navigate complex interactions remains essential for retail success. It's no surprise that Coursera sees a surge in human skills development within the industry.
The top 10 skills in demand for retail and consumer professionals highlight this focus:
Resilience (Human skill)
Advertising
Change management (Human skill)
Business communication (Human skill)
Negotiation (Human skill)
Leadership development (Human skill)
Adaptability (Human skill)
Collaboration (Human skill)
Project management (Human skill)
Emotional intelligence (Human skill)
It's striking that even in the face of technological disruption, the majority of the most sought-after skills are rooted in human interaction. As Ina Bajwa, Chief Talent Officer at Tata Digital, a Coursera customer, aptly states: "The retail and consumer industry thrives on its ability to adapt and connect with customers. To excel, professionals need both strong people skills and a firm grasp of emerging technologies."
Resilience, in particular, takes center stage. "It's one thing to understand the definition of resilience," observes Nitish Thappa. "It's quite another to cultivate it as a daily practice in all our interactions—with colleagues, customers, and partners."
This emphasis on adaptability and resilience aligns with the broader industry shift toward agility and innovation. To stay competitive, retail organizations need employees who can embrace new technologies, navigate uncertainty, and readily adapt to evolving customer expectations.
Coursera offers a range of impactful courses to help retail professionals hone these essential human skills:
By investing in both hard and soft skills, retailers can create a workforce equipped not just for the demands of today but also for the opportunities of tomorrow.
3) How micro-credentials are unlocking career opportunities in retail
As retail becomes increasingly digital-first, demand for tech talent is skyrocketing. Roles in web development, software engineering, data analytics, and cybersecurity are essential for creating seamless online experiences, personalized marketing campaigns, and data-driven operations. Micro-credentials, like Professional Certificates, are proving to be an invaluable tool for retail employees to gain these in-demand technical skills and advance their careers.
"Technology touches every aspect of the retail journey today," says Nitish Thappa. "Even before stepping foot in a store, consumers are researching products, comparing prices, and searching for deals online."
This shift has fueled significant growth in Professional Certificate enrollments within retail, with a 13% year-over-year increase reported in Coursera's Industry Skills Brief 2025. The most popular certificates among retail learners include:
The appeal of these programs is clear. They offer a flexible, self-paced learning experience that allows retail employees to build skills around their busy schedules, all while gaining valuable credentials recognized by industry leaders.
For retail organizations facing talent shortages and high attrition, micro-credentials present a powerful solution. By providing opportunities for upskilling and reskilling, retailers can:
Attract and retain top talent: Employees are seeking employers who invest in their professional development. Micro-credentials show a commitment to supporting career growth.
Close skills gaps efficiently: Professional Certificates deliver targeted training in high-demand areas, getting employees job-ready faster.
Build a culture of lifelong learning: Micro-credentials empower employees to continuously update their skills and adapt to the evolving retail landscape.
In an industry defined by constant change, micro-credentials are becoming essential for both individuals and organizations to thrive.
Future-proof your retail workforce: from insights to action
In today's dynamic retail landscape, standing still is not an option. By embracing GenAI, prioritizing human skills development, and leveraging the power of micro-credentials, L&D leaders can position their organizations—and their people—for enduring success.
Here's how these three trends translate into a winning strategy:
Unleash the Power of GenAI: Equip your workforce with the skills to leverage GenAI for everything from personalized marketing and efficient inventory management to AI-powered customer service that wows shoppers.
Champion Human-Centric Skills: In a world increasingly driven by technology, remember that human connection still matters. Cultivate essential skills like empathy, communication, and adaptability to build deeper customer relationships.
Empower Career Growth Through Micro-Credentials: Provide your employees with flexible, in-demand skills training through micro-credentials, fostering a culture of continuous learning that boosts retention and fuels innovation.
By taking action on these trends, retail leaders can build a future-ready workforce prepared to exceed customer expectations, drive revenue growth, and shape the future of the industry.
To further explore the top trends for retail and consumer as well as industries like energy, professional services, and financial services, download the Industry Skills Brief 2025.
This content has been made available for informational purposes only. Learners are advised to conduct additional research to ensure that courses and other credentials pursued meet their personal, professional, and financial goals.