AI and social commerce are-redefining the web procuring expertise, whereas quick and dependable supply is proving essential to changing carts into purchases. On the similar time, sustainability is turning into a key driver of buyer loyalty, as customers more and more align their shopping for habits with environmental values. These traits are collectively reshaping the way forward for e-commerce, as per the insights from DHL E-commerce’s newly launched E-Commerce Traits Report 2025.
The report relies on responses from 24,000 web shoppers throughout 24 key international markets. It options eight chapters, profiling six shopper sorts and 4 generational segments, and explores how shifting shopper expectations are redefining the way forward for on-line retail.
AI, social commerce, and sustainability are reshaping on-line retail, in response to DHL’s E-Commerce Traits Report 2025.
It highlights rising demand for AI options, social platform purchases, and sustainable practices.
Quick, versatile supply and straightforward returns stay important for cart conversion, whereas belief and environmental values more and more drive shopper loyalty and buying selections.
“It is necessary to recognise that there is not only one sort of on-line shopper or one sort of market. The explanations for cart abandonment can differ broadly. Our E-commerce Traits Report analyses the traits and developments shaping on-line procuring worldwide to assist our clients develop their companies. Logistics performs an important function on this course of, and we see ourselves as a significant associate, providing our clients related insights, experience, and options to drive their success,” mentioned Pablo Ciano, CEO of DHL E-commerce.
DHL’s newest e-commerce pattern report reveals that AI is likely one of the most extremely anticipated and demanded improvements amongst customers, with 7 in 10 buyers globally wanting retailers to supply AI-powered procuring options. Digital try-ons, AI-powered procuring assistants, and voice-enabled product search high the listing of options customers actively need to use. Procuring through voice instructions is already on the rise, with 37 per cent of world buyers — and almost half of social commerce customers — making purchases hands-free. As digital expectations rise, so does the demand for intuitive, tech-enabled procuring journeys that mix utility with delight.
The standard e-commerce web site is more and more being changed — or bypassed — by social platforms. Shoppers are turning to apps like TikTok, Instagram, and Fb not only for discovery, however for buy. Seven in ten buyers say they’ve already made a purchase order through social media, and that very same proportion expects these platforms to turn into their major procuring vacation spot by 2030.
The facility of affect additionally performs a crucial function: 82 per cent of buyers say viral traits and social buzz affect their shopping for selections. TikTok specifically is driving change in markets resembling Thailand, the place 86 per cent of web shoppers report shopping for by means of the app, and globally amongst Gen Z, the place nearly 50 per cent are already utilizing the platform to buy. This shift indicators a significant transformation in how and the place manufacturers want to have interaction with their audiences, and requires seamless, mobile-native experiences constructed for in-app conversion.
Whereas new applied sciences proceed to rework the digital procuring expertise, it’s the basics of supply and returns that stay the largest drivers of cart abandonment. Buyers aren’t prepared to compromise in relation to comfort, flexibility, and management. Actually, 81 per cent of customers say they may abandon their buy if their most popular supply choice isn’t obtainable. Simply as critically, 79 per cent will go away if the return course of doesn’t match their expectations. Belief additionally performs a significant function, with three out of 4 buyers reporting that they won’t purchase from a retailer in the event that they don’t belief the supply and returns supplier. These expectations emphasise the significance of clear, customer-centric logistics methods — not simply as an operational concern, however as a core a part of the conversion funnel.
Sustainability has developed from a model differentiator right into a core shopper demand. Globally, 72 per cent of buyers now think about sustainability when making on-line purchases. For a lot of, this goes past packaging or delivery — one in three buyers have deserted their carts resulting from sustainability considerations. Amongst Gen Z, this determine spikes to almost one in two.
Shoppers are additionally embracing extra round fashions of consumption, with over half choosing pre owned or refurbished items, motivated by each environmental values and price effectivity. Moreover, 58 per cent of buyers specific willingness to take part in recycling or buy-back programmes supplied by retailers. These behaviours level to a rising expectation that manufacturers is not going to solely scale back their footprint however actively empower customers to buy extra sustainably. Insights from DHL’ E-Commerce Traits Report offers a transparent roadmap for retailers aiming to seize the eye of in the present day’s numerous shopper demographics. By embracing know-how, prioritising sustainability, and understanding the evolving preferences of customers, companies can remodel challenges into alternatives.
