The world of e-commerce is undergoing a significant transformation, driven by changing consumer expectations and technological advancements. To better understand these shifts, DHL eCommerce has published its latest E-Commerce Trends Report 2025, based on insights from surveys of 24,000 online shoppers in 24 key markets worldwide.
AI and Social Commerce: The Rise of Smarter Experiences
Artificial intelligence (AI) is set to revolutionize the online shopping experience, with 7 out of 10 shoppers globally (57% in Germany) wanting online retailers to offer AI-powered shopping capabilities. Virtual try-ons, AI-powered shopping assistants, and voice-controlled product search are among the top features that consumers want to actively use. Voice shopping is already on the rise, with 37% of online shoppers worldwide (30% in Germany) – and almost half of social commerce users – shopping by voice command.
Key Statistics:
- 57% of global shoppers want AI-powered shopping capabilities
- 30% of German shoppers use voice shopping
- 53% of shoppers have already shopped through social media
Deliveries and Returns: The Ultimate Conversion Drivers
Customers are not willing to compromise when it comes to comfort, flexibility, and control when it comes to delivery and return options. In fact, 81% of consumers (85% in Germany) say they would abandon their purchase if their preferred delivery option is not available. Equally critical is the return process, which 79% (also in Germany) cite as a reason for abandoning a purchase.
Key Statistics:
- 85% of German consumers would abandon a purchase due to lack of preferred delivery option
- 79% of German consumers cite return process as reason for abandoning a purchase
- 3 out of 4 shoppers say they won’t buy from a retailer if they don’t trust the shipping service provider
Sustainability and Circular Economy: From Buzzword to Decisive Factor for Business Results
Sustainability has evolved from a differentiator to a key consumer desire. Globally, 72% of customers (59% in Germany) pay attention to sustainability in their online purchases. For many, this goes beyond packaging or shipping – 1 in 3 shoppers (29% in Germany) say they have abandoned their purchase due to sustainability concerns.
Key Statistics:
- 59% of German consumers pay attention to sustainability in online purchases
- 29% of German shoppers abandon purchases due to sustainability concerns
- 60% of consumers opt for used or refurbished products for environmental protection and cost efficiency
About the DHL E-Commerce Trends Report 2025
The E-Commerce Trends Report 2025 provides practical insights and tips for online retailers who want to meet changing expectations, personalize the shopping experience, and continue to grow through smarter logistics and innovation. The report is based on a survey of 24,000 consumers from 24 key markets worldwide and offers a comprehensive overview of the latest e-commerce trends and developments.
Looking Ahead to 2030
Social media sales are expected to reach €8.5 trillion by 2030, twelve times today’s volume. As the world of e-commerce continues to evolve, it’s essential for online retailers to stay ahead of the curve and adapt to changing consumer expectations.
Conclusion
The DHL E-Commerce Trends Report 2025 offers a valuable insight into the latest e-commerce trends and developments. By understanding the shifting landscape of online shopping, online retailers can position themselves for success and continue to grow in a rapidly changing market.
