Artificial intelligence, social media, and logistics are at the center of a fast-changing ecommerce landscape, according to the newly released ECommerce Trends Report 2025 from DHL eCommerce.

The global logistics provider surveyed 24,000 consumers across 24 markets and identified four key shifts shaping the future of online shopping: rising demand for AI-driven retail experiences, the dominance of social commerce, logistics challenges as key conversion blockers, and increasing consumer focus on sustainability.

“Online shopping isn’t a one-size-fits-all experience,” said Pablo Ciano, CEO of DHL eCommerce. “This report helps our partners navigate the complexity of changing consumer expectations — and underscores how logistics is central to that equation.”

DHL highlights 2025 ecommerce trends

Artificial intelligence is no longer a novelty in digital retail. It’s an expectation. 70% of global consumers say they want AI-enabled tools like voice assistants, smart search, and virtual try-on features to help guide purchasing decisions. Already, 37% of shoppers use voice commands to shop, and usage jumps to 50% among consumers who regularly buy through social platforms.

As AI becomes more embedded in the customer journey, expectations are rising for highly personalized, frictionless shopping. Consumers increasingly want intuitive digital experiences that anticipate their needs and simplify decision-making.

Social media is rapidly overtaking traditional ecommerce channels. 70% of respondents say they expect to do most of their shopping through social media platforms such as TikTok, Instagram, and Facebook by 2030. In markets like Thailand, adoption is even more advanced — 86% of shoppers there already purchase through TikTok. Gen Z consumers are also leading the shift, with half saying they already use TikTok to shop.

The influence of online communities continues to grow. According to the report, 82% of consumers say viral trends and online buzz affect their buying decisions, signaling a growing reliance on social platforms for both product discovery and purchase.

How logistics and sustainability factor into conversion

Despite advances in retail technology, logistics remains a major pain point for online shoppers. DHL found that 81% of consumers abandon their carts if their preferred delivery options are unavailable. Another 79% say unclear or inconvenient return policies prompt them to walk away from a purchase. Trust is also critical. Three in four shoppers say they won’t buy if they don’t have confidence in the shipping or returns process.

Retailers looking to reduce cart abandonment rates must prioritize flexible delivery choices, transparent policies, and a dependable last-mile experience.

Sustainability also has become a mainstream concern. Three-quarters of global shoppers say they factor environmental impact into purchase decisions. One in three have abandoned purchases due to sustainability concerns, with that number rising to almost 50% among Gen Z consumers.

The report also found that 54% of respondents prefer used or refurbished items. Meanwhile, 58% are open to recycling or participating in buy-back programs. For many shoppers, sustainable practices are no longer a nice-to-have — they are essential to brand trust and loyalty.

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