According to a study carried out by Euromonitor International, by the end of 2025, Online sales can account for 30% of total global retail. At the same pace, the Retail Forecast 2025 report, prepared by WGSN – company that provides consulting and consumption forecasts and product design -, revealed that consumer data and artificial intelligence (AI) capabilities will be key for companies to meet new customer habits
In this context, Marcos Schütz, CEO of VendaComChat, network specialized in WhatsApp automation services, highlights that among the top trends for customer service in 2025 is personalization at scale, which seeks to offer unique experiences tailored to consumers' needs. ⁇ Proactive support will stand out by anticipating demands and offering solutions even before the person needs to ask. Furthermore, there will be a greater focus on transparency and reliability in operations, ensuring that users feel valued and respected, explain the executive
For the SEBRAE – Brazilian Support Service for Micro and Small Enterprises, for 2025, The retail sector promises incredible opportunities for small businesses if they stand out., So the trends indicate a scenario where innovation, as well as personalization, will be crucial to reaching new customers and expanding sales. In this aspect, Schütz says that next year, Emerging technologies will change the way businesses relate to consumers..
⁇ AI improves chatbots, personalisation and proactive support, while advance analysis helps to predict needs and behaviours; process automation already optimizes repetitive tasks; And augmented reality and virtual reality offer immersive experiences.; as virtual voice assistants, like Alexa and Google Assistant, simplify quick interactions; besides, the Internet of Things (IoT), allows for real-time monitoring. Together, These innovations will create faster experiences., hyper-personalized and reliable, ensuring consistency across channels and security in transactions, anticipates the CEO of VendaComChat
For Mark, with personalization of care reaching unprecedented levels in 2025, AI and chatbots will be largely responsible for a revolution. ⁇ These technologies will combine real-time data with detailed histories to create unique and relevant interactions, so that companies will offer individualised solutions from the first contact, as product recommendations, tailor-made promotions and messages adapted to the customer's context, explain
Despite the rise of technology in the sector, the entrepreneur warns that humanized service will be essential to create emotional connections and build trust between customers and companies. Whereas automation will take care of repetitive tasks and quick solutions, The human touch will be indispensable in solving complex issues., demonstrate empathy and offer support in more sensitive situations. Humanization will be the big differential., Because it will complement technology by including the emotional factor in interactions., generating a sense of care and appreciation for the customer. This combination will be the key to building consumer loyalty in a highly technological environment., comment on the executive
Still according to the WGSN report, The best way to communicate with the public still involves a human element., where community and experience are key. According to Schütz, Success in interaction will depend on a balanced approach. While emerging technologies such as AI, Automation and data analysis will bring efficiency, It's human care that will create genuine connections and customer loyalty.. That's why, It is crucial to review and improve processes continuously based on feedback, trends and innovations, ensuring that companies adapt to buyers' expectations. Investing in staff training and customer experience should be a strategic priority for any business in 2025., finalizes.
