Transforming Retail: Insights from DHL on AI and Social Media's Impact on Consumer Behavior

A recent publication by DHL reveals that AI-driven tools and social media are revolutionizing online shopping habits. Their E-Commerce Trends Report 2025 surveyed 24,000 consumers across 24 nations, uncovering notable shifts in how people engage with e-commerce.The report identifies four key trends: the integration of AI in shopping experiences, the explosive rise of social commerce, the ongoing significance of delivery and return policies, and a growing emphasis on lasting practices.Pablo Ciano, CEO of DHL eCommerce, emphasizes that online shoppers are not a monolith; their motivations for abandoning carts can differ greatly. “Our E-Commerce Trends Report delves into the evolving landscape of online shopping globally to assist our clients in expanding their businesses. Logistics is essential here; we aim to be a trusted partner by providing valuable insights and solutions,” he stated.AI is becoming integral to how consumers shop today. The findings indicate that 70% of shoppers desire retailers to incorporate AI features like virtual fitting rooms or bright shopping assistants. Voice-activated purchases are gaining traction too—37% of global buyers have used voice commands for transactions, with this figure climbing among social media users.

Social platforms have transformed into major retail hubs as well. Rather of sticking solely to conventional websites, many shoppers now prefer apps like TikTok and Instagram for their purchases. In fact, about 70% have already bought something through these channels and anticipate that by 2030 these platforms will dominate their shopping experiences. the influence of viral content cannot be overlooked either; around 82% say it sways their purchasing decisions.

despite technological advancements,straightforward delivery options remain crucial for conversions. A staggering 81% will abandon their carts if they can’t select a preferred delivery method while nearly 79% will walk away if returns aren’t hassle-free enough. Trust plays an essential role too—three out of four consumers hesitate to buy from retailers lacking reliable delivery or return services.

Sustainability has shifted from being an optional consideration to a priority for many shoppers today—72% factor it into their buying decisions online while one-third have left items in carts due to sustainability issues—a trend particularly pronounced among Gen Z buyers where nearly half report similar concerns. Additionally, over half actively seek out second-hand or refurbished products and more than half express interest in recycling initiatives offered by brands.

Looking forward, DHL forecasts that sales via social media could soar up to $9 trillion by the year 2030—an amazing increase compared to current figures! retailers who adapt through technology adoption while prioritizing sustainability will likely thrive in this evolving marketplace.