Author: Ash Diffey

As artificial intelligence becomes more deeply embedded in everyday digital experiences, companies are facing a new reality: consumers want to know what is happening to their personal information, why it is happening, and how it affects them. For years, many organisations treated privacy as mainly a legal and compliance exercise. Lengthy terms and conditions and dense privacy notices were often enough to satisfy minimum obligations. That is no longer enough. As AI plays a bigger role in shaping digital experiences, consumers are becoming more active and more questioning. They want to know what information is being collected, why it is…

In the digital economy, customer experience has evolved from a competitive differentiator into a strategic imperative. Boardrooms no longer debate whether CX matters, but how every investment – from product design to cybersecurity – reshapes the customer journey. CX is no longer just a differentiator but the foundation of long-term success. That foundation, however, is being stress-tested by two powerful and converging forces: rising consumer expectations and the rapid emergence of agentic AI. The shrinking tolerance for friction Today’s consumers operate in a hyperconnected environment where digital interactions define brand perception. Email, websites, apps, social platforms and increasingly AI agents…

In an era where consumers are spoiled for choice, and AI agents increasingly act on behalf of human customers, every digital interaction has become a make-or-break moment. One glitch in a login flow, a clunky verification step, or an interface that simply doesn’t feel secure can send customers fleeing – often for good. While price and product once dictated loyalty, businesses are now finding that trust has become the decisive factor in retaining customers. And, increasingly, that trust is built (or broken) through modern digital identity systems. A recent survey of 1,000 Australian adults revealed a decline of trust among…

Are online sales on the up in your business? If the answer is yes, you’re on trend. In 2025, Australians’ long-time love affair with ecommerce shows no sign of easing off. On the contrary. We spent a collective $64.19 billion on online retail in the 12 months to June 2025, according to the latest NAB Online Retail Sales Index. That figure accounts for around 14.5 per cent of the total retail trade estimate, and it’s likely to keep going up, according to NAB chief economist Sally Auld. The average spend and the volume of transactions grew in key categories, including…