DHL eCommerce survey finds AI trust gap, subscription growth in Asia Pacific

A DHL eCommerce survey of shoppers and businesses in Australia, China, India, Malaysia and Thailand shows that AI tools are widely used but not fully trusted. About 40% of shoppers have used AI‑powered chatbots or virtual assistants and 80% of businesses currently employ AI on their platforms, mainly for personalized recommendations and product reviews. However, 62% of shoppers cite privacy concerns and 50% question accuracy, indicating a widening trust gap.

Subscription models are also gaining momentum. A majority of respondents already hold at least one product subscription, with 35% maintaining three or more. Discounted pricing and loyalty rewards are the top motivators, and interest in logistics‑related subscriptions is rising; 61% of Australian shoppers, 32% of Chinese, 52% of Indian, 47% of Malaysian and 42% of Thai shoppers subscribe to delivery and returns services. Correspondingly, 71% of Asia‑Pacific businesses offer subscription‑based delivery and returns, and 21% plan to introduce such models within five years. The survey also notes growing openness to digital payment options across the region.