I can be wrong, but mostly I’m right, even if I’m wrong. 😊 Per tradition, I’m providing the predictions for e-commerce in 2025. The one I wish would move from being a trend to being a core component of how we buy and sell in 2025 is sustainable commerce, since we don’t always do what we say within the industry. And don’t get me started on supply chain optimization, as Dyson lost my order … or should I say the 3PL provider they subcontracted the delivery to, lost my order … which means as a customer, in my experience, Dyson lost my order (see what I did there? It’s all about CX, from search to sale to retention). Without further ado, here’s my 2025 ecommerce trends: #CustomerExperience #DigitalTransformation #Ecommerce #EcommerceTrends #FutureOfCommerce #Trends2025 #OnlineShopping #RetailTech #AI #AIForBusiness #SustainableCommerce #DigitalInnovation #SupplyChain SAP Customer Experience
I'm glad to see data and privacy high on your list. I can't even count the number of data breach notifications I received this year. Retailers have a responsibility to secure personal details and payment information. Once you break that trust with a customer, you've likely lost them for good.
Geert Leeman Appreciate your insights on sustainable commerce. It’s essential that we shift from just talking about sustainability to implementing it in our daily operations. Companies need to align their values with their practices if they want to build trust with consumers. The future depends on it.
"...brands must have a customer experience that makes people forget about the competition." 💯 - Always a great read!
Insightful
#mustread Cracking insights and stats!
Global Vice President, Customer Experience Core CRM & Customer Data at SAP
6dGreat article, love the insight of AI there to help free up time, not replace roles. "AI in customer service is about helping brands unlock the bandwidth and data needed to foster the personal and humanized experiences that consumers value", free the agents to engage where needed, move them away from commodity L1 support tasks.