DHL Report Reveals How AI and Social Media Are Revolutionizing Online Shopping
By 2030, 70% of global consumers are projected to shop mainly via social media platforms, skipping traditional websites altogether.
DHL has released its E-Commerce Trends Report 2025, offering a deep dive into the shifting landscape of online shopping. Based on responses from 24,000 consumers across 24 major global markets, the report unpacks the evolving preferences, behaviours, and expectations shaping the next era of digital commerce.
Structured across eight key chapters, it explores six unique shopper personas and four generational segments, providing a holistic view of how different consumers engage with e-commerce today and what they expect in the future.
AI-Powered Personalization
It is worth noting that artificial intelligence is transforming e-commerce by delivering highly personalized and intuitive shopping experiences. Consumers increasingly expect features like predictive search, voice-assisted shopping, and smart recommendations. According to DHL, 70% of global shoppers want AI-powered tools, particularly virtual try-ons, AI shopping assistants, and voice-enabled search. With 37% already making purchases via voice commands, AI is rapidly becoming essential for driving engagement, convenience, and loyalty in the digital shopping journey.
The Rise of Social Commerce
Social media is rapidly becoming a primary shopping destination, especially among Gen Z and millennials. Platforms like TikTok, Instagram, and Facebook now support in-app purchases and influencer-driven sales, replacing traditional e-commerce websites for many users. According to the report, 70% of global shoppers have already made purchases through social media and expect it to become their main shopping channel by 2030. Viral trends now heavily influence buying decisions, with TikTok leading adoption in key markets like Thailand and among younger consumers globally. This shift calls for mobile-first, in-app experiences designed for seamless engagement and conversion.
Delivery as a Deciding Factor
The last mile is crucial in e-commerce, with shoppers demanding fast, flexible delivery, accurate tracking, and easy returns. About 81% of consumers will abandon purchases if their preferred delivery option isn’t available, and 79% will leave if returns are difficult. Trust is key, 75% won’t buy from retailers they don’t trust for delivery and returns. Retailers must prioritize transparent, reliable logistics to meet rising expectations, improve conversion rates, and build customer loyalty.
Sustainability as a Loyalty Driver
Environmental responsibility is now a key factor in consumer loyalty. More shoppers consider sustainability when buying online, with one-third abandoning carts over related concerns, rising to nearly half among Gen Z. More than half prefer pre-owned or refurbished products, and 58% are willing to join recycling or buy-back programs. Brands that actively promote sustainability and empower eco-friendly choices are building stronger, long-term customer relationships.
Looking ahead, DHL predicts that social media sales will skyrocket to $9 trillion by 2030, more than 12 times what they are today. Retailers who adopt cutting-edge technology, commit to sustainable practices, and truly understand their customers’ evolving preferences will be best equipped to thrive in this rapidly changing landscape.
