AI and Social Media Are Transforming Online Shopping
DHL E-Commerce Trends Report 2025: Key Insights Reveal the Future of E-Commerce and Consumer Expectations
DHL has released its E-Commerce Trends Report 2025, offering a comprehensive look at how artificial intelligence (AI) and social media are revolutionizing the online shopping landscape. The report, based on a survey of 24,000 consumers across 24 global markets, highlights four major trends shaping the future of e-commerce: the rise of AI-powered shopping, the dominance of social commerce, the critical role of delivery and returns, and the growing importance of sustainability.
AI and Social Commerce Lead the Way
According to the report, 70% of shoppers want retailers to offer AI-driven shopping tools, such as virtual try-ons and voice search, to enhance their online experience. Social commerce is also on the rise, with 70% of global consumers expecting to shop primarily through platforms like TikTok and Instagram by 2030, bypassing traditional websites. Viral trends and influencer recommendations are now key drivers of purchasing decisions, especially among Gen Z.
Delivery and Returns Remain Crucial
Despite technological advances, delivery options and return processes remain the top reasons for cart abandonment. 81% of shoppers will abandon their cart if their preferred delivery option is unavailable, and 79% will do the same if the return process does not meet their expectations. Trust in logistics providers is also essential, with three out of four consumers unwilling to buy from retailers they do not trust for delivery and returns.
Sustainability Shapes Loyalty
Sustainability has become a core demand, not just a differentiator. Globally, 72% of shoppers consider sustainability when making online purchases, and one in three abandon their carts due to sustainability concerns. Over half of consumers now choose pre-owned or refurbished goods, and 58% are willing to participate in recycling or buy-back programs.
Looking Ahead
By 2030, social media sales are expected to reach €8.5 trillion, more than twelve times today’s volume. DHL’s report provides actionable insights for brands aiming to adapt to these shifts, emphasizing the need for technology adoption, sustainable practices, and customer-centric logistics.