Research CX Trends 2025 reveals consumer behavior trends for this year
Summary
The CX Trends 2025 research reveals that consumers acquire more online for convenience and costs. Customization and significantly influence purchasing decisions.
The consumer was increasingly purchased in stores and markets online and opted less from physical stores, according to the survey CX Trends 2025Made by Octadesk, the Lwsa service platform, in collaboration with Opinion Box.
According to the survey, 64% of interviewees revealed a preference for physical stores: 3 percentage points less than that of the edition of last year of the same study. The search for purchases on websites and online stores reached 77% of consumers. In addition, among the interviewees, 43% also stated that shopping as an app from the shop and 15% said they were buying through social networks, such as WhatsApp and Instagram.
Convenience and costs guide this consumer preference for online. According to the study, among the reasons of the online purchase there are free shipping (62%), the quality of the product or service (56%) and the low price (53%). The main purchase channels include online stores (68%), markets (66%), WhatsApp (30%) and Instagram (28%).
The customization of the message influences the purchase
In addition to free shipping and convenience, hyperpersonalization and artificial intelligence (AI) influence 6 for 10 decisions of products or purchase services. In the last 12 months, 68% of consumers have highlighted customization in service as a decision factor, while 50% stressed that he had experience with the IA when he made purchases – a growth of 8 percentage points compared to the previous year.
In addition, 35% of interviewees said they have experienced personalized recommendations through AI for product purchases or the assumption of services.
“Today, in addition to quality or efficiency, the consumer wants an experience that includes and connects with their needs. Technology should be used as an ally to improve the human service and not to replace it. This combination creates an experience that really makes the difference for the customer and brings the opportunity to increase revenues for companies”, says Rodrigo Ricco, founder and general manager of Octadesk.
The CX Trends 2025 was detained by Octadodesk in collaboration with Opinion Box, supported by Vindi, Locaweb, Moskit, Bing and Kinghost and listened to over 2,000 consumers online for 16 years from all over Brazil and all social classes. The research margin of the research is 2.2 percentage points.
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Source: Terra
Rose James is a Gossipify movie and series reviewer known for her in-depth analysis and unique perspective on the latest releases. With a background in film studies, she provides engaging and informative reviews, and keeps readers up to date with industry trends and emerging talents.
