In 2025, digital commerce is no longer the exclusive domain of retail. As consumers grow accustomed to seamless, personalized, and AI-driven experiences in their everyday shopping, they now expect the same level of convenience, transparency, and efficiency from every sector they interact with. Industries such as healthcare, banking, insurance, energy, and travel are rapidly transforming their digital commerce strategies to meet these rising expectations—and the stakes have never been higher. Only 46% of consumers globally are satisfied with their digital commerce experiences, signaling a significant opportunity for non-retail sectors to innovate, differentiate, and lead.
The digital revolution, accelerated by the pandemic and evolving consumer behaviors, has fundamentally changed how people interact with brands and services. Today, digital commerce encompasses any transaction between a consumer and a brand that can be completed online—whether that’s opening a bank account, updating an insurance policy, paying a healthcare bill, or managing energy usage. Satisfaction and adoption rates, however, vary widely across industries, highlighting both the challenges and the opportunities ahead.
Banking leads the pack in digital commerce satisfaction, with over 60% of consumers expressing contentment. This success is driven by early investment in digital channels, robust security, and user-friendly interfaces. Banks are leveraging AI to deliver:
Key challenges include regulatory complexity and legacy systems, but opportunities abound in hyper-personalization and agile innovation. As AI matures, banks can further individualize customer journeys, offering proactive financial advice and tailored products.
Healthcare lags behind, with only about a third of consumers satisfied with their digital commerce experiences. The sector faces unique barriers, including regulatory constraints, complex user journeys, and a diverse patient population with varying digital literacy. Yet, the demand for digital transformation is clear:
Key challenges include confusing interfaces and fragmented services, but the opportunity lies in streamlining end-to-end digital journeys and building trust through clear communication about data use and privacy.
Insurance sits in the middle, with around 40% of consumers satisfied with their digital commerce experiences. The industry is at a pivotal moment as consumers demand highly personalized policies and greater control:
Challenges include complex products and fragmented journeys, but insurers that prioritize transparency, personalized offers, and AI-powered support are building trust and loyalty.
The energy sector is evolving rapidly as consumers demand more control, transparency, and sustainability in their energy usage. Over half of consumers express satisfaction with digital commerce experiences in this sector. Utilities are:
Challenges include integrating digital capabilities with legacy infrastructure and ensuring robust data privacy. The opportunity lies in empowering consumers with personalized insights and tools for managing home energy production and usage.
Travelers now demand hyper-personalized, seamless digital experiences and greener travel options. Digital commerce platforms in travel and hospitality are:
With 71% of travelers wanting personalized recommendations, brands that invest in mature digital platforms and AI-driven personalization are increasing customer lifetime value and loyalty.
AI is the engine powering the next wave of digital commerce transformation. From predictive analytics and conversational assistants to hyper-personalized content and dynamic recommendations, AI enables organizations to:
However, success hinges on data quality, integration, and trust. Organizations must break down data silos, ensure robust data governance, and communicate transparently about data usage to build and maintain consumer trust.
Each sector faces unique challenges on the path to digital commerce maturity:
Despite these challenges, the opportunities are immense. By adopting robust digital commerce platforms, leveraging AI for personalization, and focusing on customer-centric design, organizations can unlock new revenue streams, improve operational efficiency, and enhance customer satisfaction and loyalty.
Publicis Sapient is at the forefront of digital business transformation across industries. Our deep sector expertise, advanced AI, and experience design capabilities enable us to help organizations in banking, healthcare, insurance, energy, travel, and beyond reimagine their digital commerce strategies. We partner with clients to bridge the digital divide, exceed customer expectations, and unlock new sources of value in an AI-led world.
Ready to accelerate your digital commerce transformation? Let’s talk about how to apply these insights to your business and shape the future of digital commerce—beyond retail.