Singapore – A new report by DHL eCommerce has identified artificial intelligence (AI), subscription-based services and expanding digital payment options as three key trends shaping the future of e-commerce across Asia-Pacific.
The findings are based on DHL eCommerce’s latest global survey of online shoppers and businesses in Australia, China, India, Malaysia and Thailand. According to the company, the region’s e-commerce market is entering a new stage of maturity as consumers and businesses increasingly adopt new technologies.
“As digital lifestyles continue to evolve across Asia Pacific, innovation in e-commerce will accelerate in ways we cannot fully predict today,” said Pablo Ciano, CEO of DHL eCommerce. “What is clear is that shopper expectations will continue to rise. A seamless, intuitive and personalised experience remains fundamental to engaging customers. But the real opportunity lies in bridging any gaps, particularly around trust, convenience and choice for long-term loyalty.”
AI adoption grows despite trust concerns
The report found that around 40% of online shoppers in the surveyed markets have used AI-powered tools such as chatbots and virtual assistants for customer service or product recommendations. Another 37% said they would like to use such tools in the future, indicating continued interest in AI-assisted shopping experiences.
Among businesses, 80% reported already using AI across their e-commerce platforms. The most common applications include providing personalised product recommendations and conducting product reviews or image comparisons. Companies also expect AI adoption to expand over the next five years, particularly in areas such as demand forecasting, virtual try-ons and fraud detection.
Despite growing usage, the report noted a gap between AI adoption and consumer trust. While shoppers are increasingly using AI tools, many remain hesitant to allow AI to make purchasing decisions. Privacy concerns were cited by 62% of respondents, while 50% expressed concerns about AI’s accuracy. Similar concerns were also reported among businesses.
Subscription services continue to expand
The survey found increasing demand for subscription-based shopping models across the region. Most respondents said they currently hold at least one product subscription, while 35% reported having three or more. Discounted pricing and loyalty rewards were identified as the leading incentives for subscribing.
Interest in logistics-related subscriptions is also growing. The report found that 61% of shoppers in Australia, 32% in China, 52% in India, 47% in Malaysia and 42% in Thailand currently subscribe to at least one delivery and returns programme. Around half of respondents also said they would consider subscribing to such services within the next five years.
On the business side, 71% of companies surveyed already offer subscription-based delivery and returns programmes, while a further 21% plan to introduce them over the next five years. Businesses expect these services to focus on discounted pricing, priority service, greater flexibility and loyalty rewards.
Digital payment options diversify
The report also highlighted the continued evolution of payment ecosystems across Asia-Pacific. While credit and debit cards, as well as digital wallets, remain the most commonly used payment methods, adoption of newer options such as Buy Now, Pay Later (BNPL), cryptocurrency and biometric authentication is increasing.
According to the report, this trend is particularly evident in China, India, Malaysia and Thailand, where mobile-first commerce continues to drive the uptake of digital payment solutions.
Businesses across the region are responding by expanding the range of payment options available to customers, including digital wallets, BNPL services and biometric checkout, with the aim of reducing friction during checkout and improving conversion rates.
