Why 2025 will bring sweeping change for UK consumers - and what to expect

2025 will be a game-changer for every UK consumer, as a far reaching blend of legal and tech developments re-shape our daily lives.

The changes will reach into many aspects of work and leisure, but there’s concern that millions remain unaware of the sweeping impacts to come.

But as the new year approaches, what exactly is ahead for consumers?

Chatbot takeover

The chatbots are shifting up a gear. 2025 will be the most significant year so far in the extension of AI into the mainstream customer experience, as tech moves from experimentation and innovation to implementation.

Expect more online, phone and personal interactions with companies to be based on AI as customer support operations are transformed.

Machine learning aims to equip AI with the data to perform tasks traditionally done by human assistants so customers won’t even notice the difference.

Fat chance of that, will say millions of customers who have had frustrating and fruitless “conversations” with automated systems.

Anyone who has pointlessly shouted at a chatbot may find their patience stretched to breaking point. One side effect I’d predict is that customers will value human assistance more than ever before - and firms willing to invest in people are likely to find appreciative consumers.

New EU travel rulesLook out for big changes in travel, where reforms will alter how we get about. Top of the list are two sets of rules that will become a common part of the holiday experience.

The European Travel Information and Authorisation System (ETIAS) means at some stage in 2025 yet to be announced, you will need to apply for authorisation before going to 26 European countries.

Expect a splurge of information including millions of leaflets giving details, as the EU seeks to minimise the inevitable confusion.

Separate rules will bring in the EU Entry/Exit system (EES) whereby non-EU travellers register biometric information when arriving at a border crossing point for the first time following implementation.

Long queues are predicted at entry ports as this new system is brought in.

Although there will be a grace period embedded into the rules, travellers will be well-advised to look carefully at the requirements which include specific regulations for children entering the EU.

I would also predict a rise in fraudsters exploiting the confusion to make money through false travel websites and similar scams.

Online shopping - and selling

There will be fundamental shifts in many of the most popular online platforms.

Individuals who sell goods on sites such as eBay and Etsy are potentially affected by new requirements for those platforms to pass data to the tax authorities - leading to more demands from the Inland Revenue.

Meanwhile, online customers should benefit from new rules banning so-called “drip pricing” where hidden extras ambush you.

Also in the pipeline are new rules to stop fake reviews misleading buyers. I’d expect these changes will accelerate the shift to e-commerce, piling yet more pressure onto Britain’s beleaguered high streets.

In the background there will be two major emerging mega-trends.

Hyper personalisation will see firms sending out offers increasingly tailored to your specific tastes. AI and data harvesting is giving companies ever greater insights into what will get us to spend.

Alongside that, there will be more voice operated searches and interactions with online firms, as using the keyboard becomes outdated especially on mobile devices.

I’d predict that as it gets easier and more tempting to spend, the issues of problem debt will only rise.

2025 will see the consumer landscape transform as never before. These changes are some of the most significant shifts that customers have seen for generations - and yet they are only the start of a merger between tech and business that are irreversible and revolutionary.

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