AI, social media, distribution and sustainability are keys to e-shopping – Reports

Delivery Giant DHL released its latest e-commerce trends report, saying “AI and social media are restructuring online shopping.”

Delivery said that delivery remains the top “conversion killer” as 81% of shoppers abandon their cart if the desired delivery option is missing.

But there are other issues when a third of shoppers have dropped out due to sustainability concerns.

Meanwhile, social commerce is on the centre stage as 70% of global consumers expect to shop primarily through social media by 2030. And AI is becoming more and more essential. Seven in 10 shoppers hope that AI-driven shopping tools (from virtual tryon to voice search) will guide your decision.

This report is based on insights from 24,000 online shoppers in 24 major global markets, particularly though the four findings above cover a vast range of subjects (eight chapters, six shopper types, and four generation segments).

The importance of AI

Looking at these issues in more detail, DHL stated that advances in generating AI are “leading the next industrial revolution” and that AI is “one of the most anticipated and in demand among consumers.” Voice command shopping is already on the rise, with 37% of global shoppers and almost half of social commerce users buying. “As digital expectations rise, there is also a demand for an intuitive, technologically-enabled shopping trip that combines utility with joy,” DHL said.

Meanwhile, traditional e-commerce websites are “increasingly being exchanged) or bypassed by social platforms. Consumers are turning their eyes to apps like Tiktok, Instagram and Facebook, not just for discovery but for purchases. As mentioned earlier, 70% of shoppers say they are already buying through social media, with the same percentage “expecting these platforms to become major shopping destinations by 2030.”

Looking at 2030, social media sales alone are expected to reach 8.5 trillion euros, more than 12 times the current level.

And in relation to social commerce, 82% of shoppers say that virus trends and social topics influence their purchasing decisions. Tiktok in particular is driving a change in markets such as Thailand, where 86% of online shoppers report purchases via the app. “This shift shows a major shift in how brands interact with their audiences and where they want seamless, mobile native experiences built for in-app conversion,” DHL explained.

Logistics and sustainability

Regarding delivery and returns, which the company calls the “ultimate conversion driver,” it highlights how new technology continues to change the digital shopping experience, but “returns that continue to be the basis of delivery and the biggest driver of cart abandonment.”

“It is said that shoppers are not willing to compromise on convenience, flexibility and control. In fact, 81% of consumers say they will abandon their purchases if priority delivery options are not available.

The trust also plays a major role, with three of the four shoppers reporting that they don’t trust the delivery and will not buy from the retailer if they return the provider. DHL believes these expectations “emphasize the importance of a transparent, customer-centric logistics strategy not only as an operational concern but as a core part of the conversion funnel.”

And as far as sustainability and circular economy are concerned, they are no longer just trends, they are important parts of the entire process.

“Sustainability has evolved from a brand differentiator to core consumer demand,” DHL said. “Globally, 72% of shoppers look at sustainability when purchasing online. For many, this exceeds packaging and shipping. One in three people have abandoned their cart due to sustainability concerns.

Consumers also embrace more circular consumption models, selecting more than half of second-hand or refurbished products that are “motivated by both environmental value and cost-effectiveness.”

Additionally, 58% of shoppers have expressed their willingness to participate in recycling or repurchase programs offered by retailers. “These actions raise expectations that not only reduce the footprint for brands, but also actively support consumers in shopping more sustainably,” we say.