Technology consultancy company Restive has identified key retail trends for online retailers and in-store retailers in 2025.
Online retail trends
Restive’s predicted retail trends for online retailers are:
Personalisation: Restive says that customers expect retailers to anticipate their likes and interests, with 69 per cent of them saying they are more likely to shop with a retailer that makes personalised offers. Fortunately for retailers, AI is enabling retailers to analyse data points like browsing habits and purchase history which allows retailers to personalise the customer experience and drive loyalty.
Same-day delivery and instant returns: Demand for multiple delivery options, including same-day, and instant returns will continue as consumers seek an instant and flexible online retail experience.
Payment convenience: It is expected that mobile payments will be consumers’ preferred way to pay worldwide and demand for split payments, gift card integration, and deferred payments continue to increase.
Streamlined checkout: Most online retailers today offer streamlined checkout experiences as a means to avoid instances of “abandoned carts”. It is expected that demand for this will increase over the next 12 months with consumers responding well to guest checkout, minimal form fields and one-click checkout for returning customers.
Sustainability: Customer expectations for sustainable retailers have now gone beyond a product’s sustainability credentials to sustainable packaging, package recycling, carbon-neutral shipping, and the product’s ethical standards. Restive noted that 73 per cent of customers are willing to pay more for sustainable products.
“Recommerce“: Growth in demand for recommence (selling of previously-used products) options from online retailers is predicted to continue to build as consumers become increasingly mindful of the retail industry’s environmental and community impact.
Conversational commerce: Voice and smart home integration technologies will continue to build upon the capabilities of chatbots and messaging apps, allowing for further personalised recommendations to be delivered to customers when they are away from a screen. Restive noted that 47 per cent are actually open to purchase recommendations from a bot, as long as it’s expert advice.
Restive founder and managing director Stuart Oliver commented, “Online shoppers are seeking convenience, personalisation and an unforgettable, seamless shopping experience. They’re being careful where they spend their money, and retailers must earn shopper loyalty now more than ever.”
Oliver added, “One critical driver of online customer loyalty is sustainability and it’s not enough for the product to be responsible. The retailer, along with their packaging and logistics partners are as important to customer satisfaction and sustainability.”
In-store retail trends
For in-store retailers, the identified retail trends are:
AI: In-store retailers will benefit from continuing to automate repetitive tasks like inventory, pricing, and cashless checkout through AI.
Up-to-the-minute inventory: Tracking stock levels in real-time between online and in-store will continue to be critical for in-store retailers, with consumers expecting to be able check stock levels and view where items are located in aisles and on shelves.
Data-driven personalisation: In-store data collection via WIFI tracking and loyalty programs will become more mainstream. Retailers will also increasingly utilise in-store and online data to provide customers with targeted cross-channel recommendations.
Regional adaptation: Bricks-and-mortar retailers are encouraged to incorporate localised strategies that allow for localised markets, product preferences, shopping habits and cultural norms.
Checkout experience: More retailers will be investing in intelligent, in-trolley and in-basket checkouts, as well as mobile point-of-sale systems and native wallet integration for loyalty cards.
Staff evolution: Shoppers are increasingly valuing in-store staff who are knowledgeable as in-store retailers invest more heavily in training programs.
Oliver commented, “Personalisation is a key trend for in-store retailers as much as it is for online providers, with customers responding to localisation strategies that allow for local preferences and habits, as well as loyalty programs and facial recognition.
“AI has a huge role to play for all retailers as it does in other industries,” he added. ”The analytics and forecasting tools it offers to retailers are allowing them to anticipate the market and trends to a level this industry has never experienced previously.
