Mondi report says packaging is “decisive factor” as AI reshapes e-commerce
Key takeaways
- Mondi’s e-commerce trend report for 2026 shows that packaging impacts customer satisfaction, operational efficiency, and repeat purchases.
- Consumers expect protection, sustainability, and positive unboxing experiences from e-commerce packaging.
- Well-designed packaging should reduce returns, improve fulfillment efficiency, and support sustainability goals.
Mondi has released its e-commerce trend report for 2026, revealing that packaging is becoming a “decisive factor” in customer satisfaction, operational performance, and long-term brand loyalty.
The report gathered insights from 6,000 consumers across Europe and Türkiye, emphasizing a growing connection between digital convenience and physical experience and the increasing role of packaging in bridging the two.
Armand Schoonbrood, chief operating officer at Mondi Group eCommerce, says: “In e-commerce, packaging is often the first physical interaction a customer has with a brand. Ensuring that this moment delivers on performance and experience is key to building trust and lasting customer relationships.”
Moving beyond functionality
According to Mondi, six in ten shoppers use AI tools during online shopping, and more than half are willing to let AI make purchasing decisions on their behalf. The company says faster, more personalized digital experiences are raising expectations for physical delivery.
Mondi highlights that consumers now expect packaging to deliver across multiple dimensions, with 98% considering protection essential, 86% expecting sustainability, and two-thirds linking packaging to a positive user experience that drives repeat purchases.
According to the findings of the report, well-designed packaging should be able to strengthen product protection and reduce returns while supporting sustainability goals. It also needs to improve customer experience and enhance efficiency across fulfillment and logistics.
Gavin Mounce, Mondi Group eCommerce Innovation and Application director, says: “We work closely with our customers to understand their operational challenges and long-term ambitions. Packaging should not simply support the process — it should actively improve efficiency, reduce waste, and enhance the customer experience.”
Last week, Mondi collaborated with Ovoko, an online marketplace for car parts, to co-create packaging to meet the demands of its e-commerce supply chain.
The company recently acquired Schumacher Packaging’s Western Europe operations to enhance supply chain security and reliability for Mondi’s e-commerce and FMCG customers.
