Salesforce has published its eagerly awaited connected shopper report 2025, which offers insightful information that is essential for all eCommerce professionals, marketers and retailers. The article highlights the most recent trends influencing customer expectations in 2025, as buying behavior changes quickly in a tech -driven environment.
The Connected shopper Report, which was developed from study of 4,000 retail decision-makers and over 10,000 worldwide shoppers, provides a clear picture of how shopping has changed and what companies need to do to stay competitive, From AI Integration to seamless channel experiences, the findings confirm one thing: retail success in 2025 hinges on personalization, convenience and digital ability.
Shoppers in 2025 Are More Connected And Informed Than Ever
According to a recent survey from Salesforce, Customers increasingly employ a combination of digital and physical touchpoints. The difference between offline and internet shopping has become blurred. Customers expect a consistent and uniform experience at every stage, whether they are perusing products on Instagram, picking them up in-store, or receiving AI-powered recommendations on an app.
Important conclusions:
1) 83% of consumers expect a consistent experience from all platforms (internet, mobile app, as well as physical store).
2) During a single shopping trip, 62% of consumers frequently switch between digital and physical channels.
3) 52% use mobile apps as their primary shopping tool.
Retailers who still operate in silos risk falling behind. Connected commerce will be essential in 2025, not just a benefit.
Personalization and Speed Are the New Loyalty Drivers
According to the Salesforce Connected Shopper Report 2025, consumers no longer stick with brands simply because they offer benefits or points. Rather, they expect fast delivery, personalized service, and real-time value.
Salesforce discovered that:
1) 74% of customers are more likely to stick with brands that give them a personalized experience.
2) 67% of consumers like brands that keep track of their past purchases and preferences.
3) 59% of the participants expect quicker fulfillment choices, such as same-day or next-day delivery.
Gimmicks are no longer the foundation of loyalty. Brands need to provide human-like digital experiences supported by intelligent automation and prompt customer support.
AI, Automation, and Data Drive the Shopping Experience
Modern business is heavily dependent on artificial intelligence, and Salesforce’s 2025 research demonstrates that this is not simply a passing trend but rather the way of the future. From product discovery to post-purchase support, consumers rely on AI to enhance their shopping experience.
Among the report’s noteworthy statistics are:
1) In the last six months, 68% of consumers dealt with chatbots driven by AI.
2) According to 49% of participants, AI recommendations help in their product discovery.
3) Automation is currently used by 56% of retailers to speed up order fulfillment, marketing, and customer care.
It is now required of retailers to predict client preferences, provide prompt answers to questions, and automate repetitive tasks without sacrificing the human touch.
What This Means for Retailers
The Salesforce Connected Shopper Report 2025 offers a clear roadmap for success:
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- Bring together digital and in-store data so customers enjoy a smooth, consistent experience at every touchpoint.
- Use AI and machine learning to deliver real-time, personalized recommendations that keep shoppers engaged.
- Equip your employees with smart tools that help them offer faster, friendlier, and more helpful customer support.
- Remove every obstacle from the buyer journey, making it easy for shoppers to go from browsing to buying.
- Respond quickly to market changes and stay flexible to meet evolving customer expectations in any economy.
Retailers who take immediate action can produce intuitive, linked experiences that surpass customer expectations.
Conclusion
The Salesforce Connected Shopper Report 2025 paints a vivid picture of the modern consumer: tech-savvy, value-driven, and loyal to brands that deliver consistency and care. Retailers need to embrace AI, reconsider their tactics, and put the customer experience above transactions as digital innovation picks up speed.
This year’s study offers a roadmap for the future of retail, not just a recap of trends. The message is the same whether you’re a startup or a well-known company: connect, customize, and adapt, or else you risk falling behind.
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