The consumption pattern has been changing and recently shoppers have preferred to purchase products in virtual stores and marketplaces instead of physical stores. This is one of the conclusions of the CX Trends 2025 research, developed by Octadesk in partnership with Opinion Box
According to the survey, 64% of respondents reported regularity in visiting physical stores. This number represents a decrease of 3 percentage points from the indicator recorded in last year's edition of the same study. On the other hand, the proportion of consumers who prefer to be served on websites and virtual stores has increased to 77%. Beyond, 43% of respondents claim that they shop through store apps, while 15% claim to make social purchases via Whatsapp and Instagram
The practicality and associated costs further stimulate this consumer preference for online shopping. The study points out that among the motivations for online shopping, free shipping (62%), Product or service quality (56%), and the Price (53%). Regarding the channels, the main sources of acquisition were: Online stores (68%), Marketplaces (66%), WhatsApp (30%) and Instagram (28%)
In recent years, strategies that involve the use of AI for delivering personalized content have gained prominence
Merchants and advertisers have been seeking new methods to engage customers. Besides free shipping and convenience, hyper-personalization and artificial intelligence (AI) influence 6 out of 10 purchase decisions for products or services
High proportions in a significant year have occurred in survey responses pointing to the use of AI and customer service as decision factors: an unmatched 68% highlighted personalization in the last 12 months, while 50% stated they had interacted with AI during their purchases, an increase of 8% compared to the previous year
Furthermore, 35% of respondents reported having experienced personalized recommendations through AI in their product purchases or service hiring. "Today, beyond quality or efficiency, the consumer wants an experience that understands and connects to their needs,"said Rodrigo Ricco, Founder and CEO of Octadesk. "Technology should be used as a partner in service to enhance human interaction and not suppress it". This blend delivers an experience that will make a difference ready for customers and that provides more profit to companies.”
CX Trends 2025 consists of the survey conducted by Octadesk, in conjunction with Opinion Box and support from Vindi, Locaweb, Mosquito, Bling and KingHost and more than 2.000 consumers over 16 years old, from all social classes and regions of Brazil. The survey has an estimated error of 2,2 percentage points. Click here to access the full report
