And the trends for 2025 are…
Hey, we know this blog post isn’t exactly the pinnacle of originality, but predicting the trends that will flood the ecommerce world over the next 365 days is something we simply can’t skip. And we know you’ll read it eagerly, so here it goes 😉
Once again, this December, we contacted some of our influential contacts in the ecommerce sector to ask them what they believe the main trends will be. Here’s what they shared with us:
Elisabetta Bruno
CEO @Thinkable
In 2025, CRM will be shaped by five strategic trends, supported by significant data. The adoption of autonomous Artificial Intelligence will enable real-time analysis and decision-making, improving operational efficiency and customer satisfaction, with the potential to boost productivity by 30%. AI-driven hyper-personalization will meet the needs of 84% of customers, creating tailored experiences that strengthen loyalty and optimize conversions. Omnichannel integration, which increases customer retention by 91%, will ensure consistency across all touchpoints, offering a 360° view of the customer.
Automating CRM processes will streamline repetitive tasks, reduce errors, and free up resources for strategic activities. Meanwhile, 67% of customers, who prefer self-service solutions, will benefit from advanced options like chatbots and interactive knowledge bases, reducing response times and enhancing autonomy. These data confirm that the evolution of CRM will be a critical lever for competitiveness in the business landscape of the future.
Marco Minghini
Digital Marketing Manager @Seken
Among the many trends for 2025, I would highlight one in particular: hyper-personalization. This allows businesses to leverage a wide range of tools to serve the user, offering a truly unique shopping experience and customer journey with the brand.
Focusing on personalization also enables merchants to manage their own data without having to share or request it from third parties. This way, they maintain control over their data—a crucial element in a world dominated by major tech players.
Finally, advanced use of artificial intelligence will allow companies to deliver highly personalized shopping experiences, analyzing customer data to propose tailored products and services. This approach aims to meet consumer expectations, increasing their satisfaction and loyalty. Whether through promotions, loyalty programs, recurring purchases, product suggestions, or personalized assistance, the goal is to build an ecosystem of tools that put the customer at the center and make them feel unique. This will be the reason customers choose one ecommerce platform over another.
Angélica Sanchez Ull
Product Marketing Director @Doofinder
2025 will solidify recent trends in online shopping. Voice and image search will stop being novelties and become everyday tools, enabling shopping experiences as natural as talking or taking a photo. Additionally, we’ll search in online stores using more natural language, for example, “a gift for a coffee lover.” Having a search engine with semantic technology that provides accurate results in seconds for these natural and contextual queries will be key.
On the other hand, artificial intelligence will not only transform customer experiences but also how businesses manage operations and make data-driven decisions. AI will also be used to analyze customer behavior and purchase intent without requiring hours of manual effort each month.
Perhaps the most exciting change will be in product recommendations: personalized, interactive, and designed to surprise. Brands will focus on creating experiences that not only drive sales but also build loyalty, offering a more emotional connection with each user.
Ecommerce in 2025 will be more than convenient and fast: it will be personal and feel more human. It will be an experience that understands and connects with people.
Romerto Fumarola
CEO & CoFounder @Qapla’
The significant increase in customer acquisition costs in recent years has forced merchants to adopt a strategic approach to maximize the value of already acquired customers. Therefore, exploring new channels to strengthen loyalty has become essential. Among these, Post-Shipping Marketing stands out as a crucial ally.
Through advanced post-shipping marketing strategies, merchants can implement targeted upselling and cross-selling campaigns or boost customer loyalty with exclusive discounts and personalized promotions. This not only helps offset rising costs but also lays the foundation for truly sustainable growth.
Fabrizio Scaglione
Digital Marketing Manager @Oct8ne
2025 will be marked by a trend that solidified its place in 2024: artificial intelligence. Throughout the year, this technology will continue to grow across various sectors, enabling hyper-personalization by analyzing user behavior and preferences to deliver personalized experiences like product recommendations, promotions, and content tailored to individual needs. Spoiler alert: get ready to open your wallet because you’ll start receiving irresistible product and service suggestions!
As for chatbots, their performance will keep improving, becoming capable of interpreting emotions, tone of voice, and the context of conversations—something already happening, but it’s about to get even better. While users struggle to distinguish whether they’re talking to a human or a robot, the gap will shrink further, making communication more sophisticated.
To sum up, if I had to define the trend for 2025 in a few words, I’d say: AI-driven hyper-personalization.
