Italian e-commerce is undergoing a significant shift, driven by consumers’ growing interest in advanced tech solutions, particularly artificial intelligence. A recent report by Packlink, E-Commerce Perspectives for 2025, highlights this trend, revealing that Spanish consumers are eager to integrate AI into their online shopping experiences.
The report shows that 70% of Spanish consumers want to use AI to track their orders and receive updates. This reflects a growing demand for transparency and constant communication. Additionally, 71% of consumers want real-time notifications when items they’re interested in become available or go on sale. AI can meet this demand with automated and personalized alert systems. A significant 69% also value streamlined returns and exchanges, highlighting the need for agile support that makes these processes quick and easy.
Shifting Consumer Expectations
Consumers’ needs are changing rapidly, requiring businesses to evolve their services. The Packlink report highlights that consumers are not just looking for personalized and fast shopping experiences but also prioritize convenience and reliability. To meet these expectations, businesses must adopt AI-powered solutions that can provide transparency, speed, and personalization.
In terms of payments, 64% of Spanish consumers are interested in fast, secure, and personalized payment solutions. AI can optimize payment processes and detect anomalies to ensure secure transactions. The report also notes that 67% of consumers prefer eco-friendly or flexible delivery options, which AI can support by improving logistics and predicting consumer preferences.
Personalization is Key
Personalization remains a top demand, with 67% of Spanish consumers interested in receiving exclusive and personalized offers from their favorite brands. Moreover, 61% would like to receive product recommendations based on their past purchases and preferences. AI can analyze consumer data to provide precise and relevant offers and suggestions, fostering brand loyalty and engagement.
Noelia Lázaro, Marketing Director at Packlink, emphasizes that businesses must understand that consumers are active players in the buying process, with constantly changing expectations. “AI makes it possible to personalize the shopping experience, anticipating needs and offering tailored solutions. Companies that don’t adopt AI risk falling behind an increasingly informed and demanding consumer,” she notes.
The report suggests that businesses that fail to adopt AI-powered solutions risk being left behind. As consumers continue to demand more personalized, convenient, and reliable online shopping experiences, the role of AI in e-commerce will only continue to grow.