Even as consumers become more familiar and comfortable with digital commerce, retailers may struggle to adapt and enhance their store experiences to meet these evolving expectations. Financial pressures will hinder significant investments in technology that aligns physical retail with the digital experience. Many retailers are focusing on minor technological updates instead of broader, more impactful changes, which may lead to a growing disconnect between consumer desires and retail offerings in 2025.
The expectation for conversational commerce is rising, with consumers eager to engage directly with brands via messaging tools. Yet, despite this willingness, a significant proportion of brands are not fully leveraging these channels to foster meaningful communication. Over a third of online adults across major western markets have adopted these digital communication methods, indicating a vital area for growth that brands, as of now, are largely overlooking.
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