Since its launch in February, AMP Bank GO has been making headlines for its tough stance on fraud. In this time, its numberless debit cards have made it virtually impossible to commit online card fraud, and AMP Bank GO has blocked over 1,000 mule and fraudulent account attempts, stopping scammers in their tracks. One fraudster failed in attempting to open an account pretending to be the Prime Minister (they used a fake name and fake ID of the same name).

In an age of instant everything, AMP Bank GO is flipping the script on digital banking by prioritising security over speed. Its onboarding process, which includes taking a selfie video, may take a few extra minutes, but those minutes are making a big difference.

Its success is proving that a little friction can go a long way in protecting Australians’ identities and money.

Virtually impossible to commit online card fraud

Since launch, AMP Bank GO’s numberless cards have virtually eliminated online card fraud. If for any reason a scammer gets hold of a card, our customers can feel safer with no 16-digit number printed on it, a scammer won’t be able to commit online fraud.

In addition to AMP Bank GO’s 24/7 fraud monitoring, customers can cancel their card in-app as soon as they suspect fraud, or if their card has been lost/stolen. They can continue to spend/run their business by instantly adding the new card to their digital wallet.
 

Latest app feature confirms when a call is legit

AMP Bank GO is further stepping up the fight against scammers, today launching a new in-app feature that tells customers – in real time – if a call from AMP Bank GO is genuine.

The Your Bank is Calling tool appears in the AMP Bank GO app and flashes a real time alert allowing customers to confirm the authenticity of the call. Messages such as “We’ve never called you” or “You’re on a call with AMP Bank GO” and seeing their last verified call helps customers instantly know whether to hang up or stay on the line.

This new safeguard builds on AMP Bank GO’s industry-leading security measures including biometric authentication, behavioural analytics, and real-time fraud detection designed to make it harder for criminals to exploit the system.

John Arnott, Director AMP Bank GO said:

“We’ve seen it all, from fake to mis-matched IDs – the lengths fraudsters go to is nothing short of extraordinary.

“Taking a moment to scan your licence or passport and record a quick selfie video might feel like a hassle, but it’s a small step for big peace of mind.

“Digital criminals are getting bolder and smarter. The threat landscape is always evolving, and so are we.

“AMP Bank GO is built with purposeful friction – smart, security-first steps that protect customers and the community. Digital banking should be fast, but never at the cost of safety.

“And now, with Your Bank is Calling, customers can stop a scam before it starts.

“We’re asking Australians to embrace these steps – because they work.”

Why it matters

According to the Australian Bureau of Statistics, more than 2 million Australians fell victim to card fraud in the last year, with 1 in 7 experiencing some form of personal fraud, including scams and identity theft^[1].

AMP Bank GO’s own research found nearly 1 in 4 Aussie small businesses have been the target of fraudsters, and the same amount feel their bank doesn’t offer adequate cyber security and fraud protection.

Top 5 scam safety tips

1. Be vigilant with verifying callers. If in doubt, hang up and call back on a publicly listed number.
2. Don’t be pressured to act quickly. Take your time to confirm details and check new pages before acting.
3. Be wary on social media. Confirm via trusted channels — avoid clicking links or sharing details online.
4. Take note of anything odd. Suspicious details or inconsistencies can be red flags.
5. Protect your devices. Never give remote access to your phone or computer, especially to unsolicited callers.

Always Stop. Check. Protect. to stay safe from scams.

Customers who think they’ve been scammed, or suspect fraud should contact us immediately 24/7 via the AMP Bank GO app or call us on 1800 950 105.

For more information visit AMP Bank GO’s website at amp.com.au/security.

Sophos, a global leader in advanced security solutions, today unveiled the 5th edition of its report The Future of Cybersecurity in Asia Pacific and Japan (APJ), produced in collaboration with Tech Research Asia (now part of Omdia). The findings reveal that cybersecurity burnout remains high in Australia, with 78% of organisations surveyed experiencing issues – primarily driven by increased threat activity, lack of resources, and complex compliance requirements. 

The 2025 report also highlights how AI is having a two-pronged effect on cybersecurity with AI-powered security tools helping to alleviate some of the issues associated with fatigue, while shadow AI use by employees is complicating cybersecurity efforts. 

“The triad of increased threats, regulatory demands, and limited resources is making cybersecurity unsustainable for many teams,” said Aaron Bugal, field chief information security officer, APJ, Sophos. “This year’s findings reinforce what we’ve observed in the field: cybersecurity stress and burnout are more than just operational concerns – they’re cultural, strategic, and deeply human challenges. AI tools, when deployed thoughtfully, can provide relief by scaling operational capability and enabling faster incident response. But the surge of shadow AI – unauthorised, unregulated AI tools being used by employees – poses new risks that many organisations are not prepared for. 

“We’re witnessing a new era where security awareness must extend beyond phishing emails to include how people use and share sensitive data through AI tools. Governance and clear boundaries around AI usage are essential.” 

Cybersecurity burnout is a business issue 

The report reveals that cybersecurity stress is not just a tech issue – it is a business one. Burnout affects productivity, incident response, employee retention, and contributes to breaches.  

AI: Friend or Foe? 

AI’s promise is undeniable: 70% of Australian organisations surveyed are already using business AI tools such as ChatGPT, co-pilots, and agentic AI, and 53% have a formal AI strategy in place. Among those using AI in cybersecurity, the biggest benefit reported is more accurate triaging and escalation of incidents, helping reduce stress and improve response speed. 

However, 32% admit to shadow AI usage – employees using unauthorised tools – while another 13% are unsure whether shadow AI is in their organisation. The lack of visibility into what tools are being used, what data they access, and which employees are using them is creating new risks. 

These findings underline the need for robust AI governance frameworks that not only define policy but also enforce oversight, especially as AI continues to be woven into core business operations. 

Other key insights from the report: 

• Burnout intensifies in impact:In Australia, overall burnout levels have eased year-on-year, with 78% of organisations reporting issues in 2025 compared with 86% in 2024. However, the severity of burnout has increased, with 20% of organisations surveyed saying burnout is frequently experienced (up from 17% in 2024). Stress and fatigue are costing Australian organisations an average of 4.8 hours per employee per week in lost productivity, up from 3.8 in 2024. 
• Budgets are on the rise: 80% of Australian organisations surveyed plan to increase their cybersecurity budgets in the next year, with 15% increasing by 10% or more and 34% increasing by 5–9.99%. 
• Regulation a double-edged sword:Australian respondents feel that regulations and legislation are reactive and make managing cybersecurity more difficult as a result. This, combined with executives often assuming cybersecurity is easy and over-exaggerated, and trying to keep pace with cybersecurity threats make up the three top frustrations for security teams. 

About the Report 

Commissioned by Sophos and conducted by Tech Research Asia, the 2025 study surveyed 926 cybersecurity and IT professionals across Australia, India, Japan, Malaysia, the Philippines, and Singapore. Now in its fifth edition, the report continues to explore the business dimensions of cybersecurity rather than purely technical assessments. 

To access the full report, visit here.  

 Intuit Inc.  the global financial technology platform that makes Intuit TurboTax, Credit Karma, QuickBooks, and Mailchimp, today announced the release of the Mailchimp report Holiday Shopping Unwrapped: Marketing Strategies for the Moments That Matter, prepared in conjunction with Canvas8 and Marketoonist. Marketers can turn to this report for seasonal shopping cycles, enhanced insights into consumer behavior, and tailored marketing strategies for the duration of the holiday season—all drawing from expert commentary and a survey of 9,356 respondents across Australia, Benelux (Belgium, Luxembourg, and the Netherlands), Canada, Italy, Spain, Germany, Scandinavia (Denmark, Norway, and Sweden), the United Kingdom, and the United States.  

The report unpacks consumer spending by examining a wide roster of personal, cultural, and community-driven “moments,” a framework that debuted in the New E-commerce Calendar earlier this year. With an eye on the end-of-year sales rush, Holiday Shopping Unwrapped identifies a series of 7 phases that define the modern holiday shopping experience, each driven by its own set of emotional cues and purchasing habits. 

“The key to effectively reaching holiday shoppers is understanding where consumers are—physically, emotionally, and culturally—during every phase of the holiday season,” says Jillian Ryan, Senior Manager of Content Strategy at Mailchimp. “Our research provides a compelling look at these motivations, granting marketers new insights and strategies for connecting with shoppers.”

For all the jokes about “Christmas Creep,” the buying festivities do begin sooner than widely acknowledged: According to the report, 43% of shoppers made a purchase tied to at least 1 major sales moment during the Early Lead-up phase, which takes place during October. And while conventional wisdom often touts discounts and deals as a reason for the season, 52% of holiday shoppers say their primary motivation for purchasing during the holidays is to bring joy to others. 

Decoding the Holiday Season

The holiday season unfolds over 7 distinct phases, each marked by unique emotional drivers, spending patterns, and shopping behaviors. Understanding these phases and the archetypal shopping behaviors that define them can be key to a successful holiday strategy.

• Early Lead-up: In October, holiday cheer can feel less like festive fun and more like a rogue party guest showing up too early. But for Gift-Giving Lifers, it’s a perfect time to check off a Christmas list—in part motivated by a sense of pride in telling others they’re finished. A prime indicator? Of the US shoppers who considered making a purchase during Amazon’s Prime Big Deal Days that month, 69% were buying gifts for others.
• Pre-peak Sales: By November, audiences grow more receptive to holiday cues like music and films. For Joyful Shoppers, the desire to give something meaningful often outweighs the allure of a discount. For shoppers buying gifts for others during the holiday season, 31% fewer shoppers say price is an influential factor compared to other times of the year.
• Peak Sales: This deal-driven phase is where most shoppers use peak events like Black Friday to buy gifts for others and themselves; a whopping 75% of global shoppers have made a purchase associated with at least 1 moment during this phase. Discount Devotees, a key audience for these moments, are a broad group united by their relentless pursuit of a great deal and the feeling of having outsmarted the system.
• Festive Phase: Early December is a dynamic and emotionally charged period; some consumers are in the middle of holiday shopping, while others are just getting started. During this phase, 26% of shoppers made a purchase—often driven by regional traditions like St. Nicholas Day, for which 48% of Beneluxian and German shoppers made a purchase. It’s a popular shopping time for the Curators, who take their time hunting for gifts with a story.
• Last-minute Sprint: The days leading up to Christmas are a mix of festive celebration and last-minute prep, as some settle into traditions while others race to wrap up their to-do list. The Last-minute Listers are anxious about gifts arriving on time—and they’ll turn to any brand that can help them cross the finish line. This is a crucial audience during this phase; 78% of those who consider a purchase on Super Saturday—the last Saturday before Christmas—are buying gifts for others.
• Betwixtmas: Between Christmas and the New Year, consumers enter an indulgent phase driven by post-holiday relief. Here, the Self-Gifters take matters into their own hands: 68% of Australian, Canadian, and UK shoppers who consider a Boxing Day purchase are buying for themselves.
• New Year: During this period, consumers shift from festive giving to self-reflection and renewal. The Self-Improvers are using January sales to support their resolutions—particularly in Europe, where 63% of shoppers participating in these sales are purchasing items for themselves.

Navigating these many moments can be a complex and time-consuming challenge for marketers, but understanding what customers want—not just through survey data and expert advice, but also from the kinds of real-time marketing and financial insights and tools provided by the Intuit platform—can make all the difference. 

“This report tells us that marketers have clear opportunities to reach customers, regardless of whether or not they’re offering deals or are operating outside of traditional shopping periods,” says Ryan. “There are all kinds of shoppers—and a single consumer can embody different archetypes as the season ebbs and flows. This new research builds on Mailchimp’s tradition of helping marketers understand and segment their audiences so the right message finds the right customer at the right time.”

Download the full holiday shopping report

Visit Mailchimp.com for more insights and a complete analysis of each of the 7 stages of the holiday buying cycle and the 7 audiences who shop during those periods. Regions surveyed include the US, Canada, the UK, Australia, Germany, Spain, Italy, Benelux, and Scandinavia.

Your hotel offers great locations, high-quality amenities, and excellent service. Are guests still leaving negative reviews about connectivity issues? You might be focusing on the wrong thing.

Guest expectations around connectivity have shifted dramatically. Today’s travellers – especially younger demographics – prioritise reliable internet access above traditional hotel amenities. In fact, 35% of Gen Z guests say fast Wi-Fi is more important than a comfortable bed! Yet many properties make a costly mistake: they assume strong signal strength equals a great guest experience.

The reality is more complex. A strong Wi-Fi signal is just one piece of the puzzle. Without proper network design, even premium equipment can deliver frustrating results that damage your property’s reputation and online reviews.

The Hidden Problems Behind Poor Guest Connectivity Issues

According to industry surveys, over 90% of guests say a strong Wi-Fi connection is one of their top priorities when booking a hotel. But many properties struggle with network issues that aren’t immediately obvious to property managers.

Here’s what’s really happening behind the scenes.

Too many devices are competing for bandwidth

Modern guests travel with multiple devices. Most hoteliers frequently encounter guests seeking to connect multiple devices to the hotel’s network. When too many devices connect to a single access point, especially if that equipment isn’t designed for heavy usage, everything slows down – regardless of how strong the signal appears.

This creates a cascading effect. Guests notice lag during video calls, streaming buffers constantly, and productivity at work plummets. Especially when guests pay premium rates at upscale properties, these issues become deal-breakers that show up in online reviews.

Inadequate circuit bandwidth planning

Many properties invest in expensive networking equipment but skimp on the bandwidth that feeds it. This creates a bottleneck that guests can immediately feel. Two-thirds of guests use the hotel Wi-Fi within seven minutes of arrival, and at least a third request the Wi-Fi password immediately upon arrival. Thus, network problems become apparent almost instantly.

The issue compounds during peak occupancy periods. A network that works fine at 60% capacity can collapse when the property fills up, leaving luxury guests frustrated during your busiest (and most profitable) times.

VLAN configuration errors

Virtual Local Area Networks (VLANs) segment network traffic to improve performance and security. When configured incorrectly, different systems start interfering with each other. Guest Wi-Fi competes with property management systems, security cameras conflict with point-of-sale terminals, and overall network performance tanks.

These misconfigurations often go unnoticed until guests start complaining, making them particularly dangerous for properties where reputation and online reviews matter most.

Why Hotel Network Design Matters More Than Ever

Today’s hotel guests have transformed expectations. They’re not just checking emails – they’re streaming 4K content, participating in videoconferences, and running cloud-based applications simultaneously across multiple devices.

The average guest now travels with a smartphone, tablet, laptop, and often additional devices, such as smartwatches, portable speakers, or gaming systems. Each device creates network demands that traditional Wi-Fi for hospitality wasn’t designed to handle.

For resorts and larger properties, the challenge extends beyond guest rooms. Meeting spaces need bandwidth for presentations and videoconferencing. Pool and beach areas require connectivity for social media sharing. Restaurants need reliable connections for mobile ordering systems.

The Right Infrastructure Makes All the Difference

Proper hotel network design starts with understanding your property’s unique characteristics. Construction materials matter significantly; concrete walls and metal doors require different equipment placement than those used in wood-frame construction. Larger properties with more than 150 rooms need higher-capacity gateways and more sophisticated network architecture.

Strategic access point placement

Modern best practices favour in-room access point installation over hallway placement. This approach accommodates more devices per room while reducing interference. Since newer Wi-Fi technology tends to have shorter range but higher capacity, bringing access points closer to where guests actually use their devices improves performance dramatically. Properties also need to consider in-room connectivity requirements for modern entertainment solutions and IoT devices.

Property-wide placement requires understanding the demands in specific locations. Conference rooms need higher-capacity equipment for videoconferencing and presentations. Restaurants require reliable coverage for mobile ordering and payment systems. Pool areas and outdoor spaces need weatherproof access points with extended range capabilities.

Lobby areas face the highest device concentration during check-in periods, requiring robust placement to handle traffic surges. Back-of-house areas require dedicated coverage for operational systems, such as housekeeping tablets and maintenance connectivity. Each area’s unique traffic patterns and usage demands determine optimal placement strategies.

Fibre infrastructure for future-proofing

Multi-mode fibre connections between distribution frames provide essentially unlimited bandwidth capacity. This infrastructure can handle current demands while preparing for future technology upgrades. Properties that invest in proper fibre infrastructure find it much easier to add new services or upgrade existing ones without major renovation projects.

Fibre backbone connections eliminate bandwidth bottlenecks that plague copper-based cabling, particularly during peak usage periods. They also support advanced features, such as centralised network management and real-time monitoring across all property areas. For larger properties, redundant fibre paths provide backup connectivity, preventing network outages from impacting guest services or operational systems.

Proper network segmentation and traffic management

Well-designed VLANs separate guest traffic from operational systems. This prevents interference while improving security. Guest networks, PMS, POS terminals, and CCTV security camera solutions should each operate on separate network segments, ensuring optimal performance for all systems.

Advanced traffic management goes beyond basic separation. Quality of Service (QoS) policies prioritise critical business applications over recreational traffic. Bandwidth allocation ensures operational systems maintain consistent performance even during peak guest usage periods. Dynamic VLAN assignment can automatically place different device types on appropriate network segments based on their authentication credentials, improving security and reducing administrative overhead.

Beyond Basic Connectivity: Advanced Network Features

Many properties, particularly luxury hotels and resorts, require network capabilities that extend beyond basic internet access. Modern guests expect seamless casting to in-room TVs, secure access to streaming services, and reliable connectivity for business applications.

The network must also support property operations. Modern hotels integrate numerous systems – keycard access, climate and lighting controls, security systems, PMS, POS, and more – all requiring network connectivity. Poor network design creates operational headaches that affect both guest experience and staff efficiency.

Security considerations add another layer of complexity. Network design must protect both guest privacy and property data while maintaining the seamless connectivity experience that guests expect, especially for luxury stays.

Contributed by www.worldvue.com

Australian-owned technology leader ResetData, backed by ASX-listed Centuria Capital Group, today officially launched Australia’s most powerful sovereign public AI supercomputer in the Melbourne CBD, marking a break-through for onshore on-demand AI capabilities.

The AI-F1 supercomputer is the most powerful public GPU cluster in Australia built on NVIDIA H200s, delivering unprecedented artificial intelligence, machine learning, and large language model capabilities to Australian businesses and government.

The vision for AI-F1 was brought to life by more than 350 people which included the creation of 12 new full time jobs. At full capacity, AI-F1 will stand as the most powerful public GPU-cluster supercomputer in Australia, surpassing the capabilities of existing systems such as Gadi and Setonix in Australia. It can perform twice as many AI-specific calculations as the nation’s current public supercomputing infrastructure, setting a new benchmark for innovation and performance.

“Today marks Australia’s arrival as a true AI powerhouse,” said Bass Salah, Joint CEO of ResetData. “As a proudly Australian-owned company, we’re not just launching a supercomputer – we’re launching Australia’s AI future. Our AI-F1 Factory puts cutting-edge AI capabilities directly into the hands of government and businesses, ensuring they can compete globally while keeping their data protected and onshore.”

“Australia’s legacy data centres already consume more than 47 billion litres of freshwater a year – that’s the equivalent of 18,800 Olympic sized swimming pools – and more energy than South Australia. With Australia’s national data centre fleet set to double by 2030, and AI workloads being ten times more resource-intensive than cloud workloads, a more sustainable path to AI is critical and ResetData is delivering it.”

To celebrate the launch of AI-F1, ResetData has launched a national competition designed to unlock the full potential of artificial intelligence and find solutions to critical challenges across Health, Housing, Technology and Sustainability.
“ResetData is inviting innovators, startups, researchers, and organisations to submit bold ideas that can drive meaningful change in Australian society,” said ResetData Co-CEO Marcel Zalloua.

“A panel of esteemed experts including NVIDIA’s ANZ Country Manager, Sudarshan Ramachandran; CommBank’s CIO of Technology, Brendan Hopper; Leading Futurist, Dr Catherine Bell and Australian Comedian and Tech Commentator, Adam Spencer, will join Bass Salah and myself on the selection panel to determine the winning entry, who will receive up to 200 billion AI tokens and mentorship, to help bring their solution to life.”

Australian Comedian and Tech Commentator, Adam Spencer, added “we challenge entrants to think big. Could we see an Australian large language model? New ways to uplift our health and wellbeing, or new ideas to address housing affordability?”

The competition winners will be announced at the Sydney SXSW Festival during 15-16 October 2025.The total prize package is valued up to approximately $1,000,000. Applications will be accepted until 30 September 2025 at www.resetdata.ai

AI-F1 utilises revolutionary liquid immersion cooling technology, delivering up to a 45% reduction in emissions, cutting operational costs by up to 40% compared to legacy data centres, and operating with zero wastewater. It sets a new benchmark for sustainable high-performance computing, offering 10 times better cooling performance in just one-tenth the floorspace of traditional data centres.

ResetData’s partnership with NVIDIA brings world-class AI infrastructure under Australian ownership and control. AI-F1 enables businesses to deploy AI in production using NVIDIA NIM microservices as part of the NVIDIA AI Enterprise software platform, with zero capital investment required.

“ResetData’s supercomputer-scale AI Factories are making unprecedented public sovereign AI capabilities available to Australian government and enterprises while addressing these critical sustainability challenges,” Sudarshan Ramachandran, Country Manager for Enterprise, ANZ region, NVIDIA.

AI-F1 addresses a critical gap in Australia’s technology infrastructure. Previously, advanced AI capabilities were limited to a small number of private GPU clusters, creating barriers for most Australian businesses seeking to leverage AI for competitive advantage.

Housed in a pre-existing building, the facility’s strategic CBD location ensures minimal latency for critical applications, while ResetData’s comprehensive AI Marketplace provides instant access to pre-built, pre-trained and NVIDIA-certified AI solutions across accounting, legal, retail, technology, and engineering sectors.
ResetData’s clients include the University of New South Wales, University of Adelaide, Australian Institute of Machine Learning, and world-class Australian AI developers including Soulbotix and CallD.

 Australia may not be creating the environment to foster the next generation of global companies, with new research from global small business platform, Xero, revealing only 17% of small business owners aspire to grow internationally.

Xero’s ‘It’s your business’report, which surveyed 500 Australian small business owners, found that 83% consider Australia a good place to start a business, with ABS data showing almost 300,000 people decided to start something of their own in the 12 months to June 2024*. But, the entrepreneurial appetite for global growth is lacking.

The top motivations for starting a business were the desire to be their own boss (43%); being able to prioritise their lifestyle (31%); and to earn more money (29%).

Angad Soin, Managing Director ANZ and Global Chief Strategy Officer at Xero said: “Xero’s new research suggests, to unlock the nation’s full entrepreneurial potential, Australia must create the right conditions to foster ambition and support scaling. That starts with understanding the changing face of small business.

“We know Australians value their lifestyle, so it makes sense that so many of us want to be our own boss; to chase that flexibility and freedom. But it raises the question: does Australia have the right conditions to support small businesses in recognising their full potential?”

Macro-economic concerns could be a barrier to growth aspirations, with almost half of all small business owners (47%) saying they are worried about the current economic environment and cite challenges such as recently imposed US tariffs, volatility and the associated risks, and exchange rate fluctuations.

Soin said: “While we can’t control global economic tides, we can control how we foster a resilient and ambitious business culture. For business owners, it starts with giving them time back to focus on defining and achieving their personal definition of success. For policymakers, there is a critical conversation to be had at the Economic Reform Roundtable to design policy that supports our diverse small business sector to help them thrive. With small businesses contributing to half of our GDP and employing one in every four Australians, it is in everyone’s interest to have a thriving small business sector.”

The faces of small businesses in Australia

The report found small businesses are redefining what it means to be successful. Almost all (96%) small business owners consider themselves successful or on their way to reaching success, yet their top motivations favour freedom and lifestyle factors, sustained growth, and purpose over money or accelerated growth.

The research examines differing definitions of success through three main entrepreneurial archetypes:

● Lifestyle entrepreneurs account for almost half (47%) of business owners profiled, where success is finding freedom and purpose, and spending time doing what they love; they’re not defined by financial independence.

● Just under a third (30%) are ambitious achievers, for whom success means accelerated growth; and building wealth, a beloved brand, and a legacy.

● Lastly, situational founders account for just under a quarter (23%), where success means discovering freedom, sustained growth, and being financially rewarded for those efforts.

Soin added: “Australia’s small business community is more diverse than ever, reflecting the different ways small business owners measure their success. Digital tools have played a huge role in opening up what’s possible, making it easier for people from all walks of life to start and grow a business on their own terms. For many, it’s no longer about fitting into a traditional mould, but about creating something that works for you.”

Business owners thinking short-term, overlooking the importance of long-term planning

While small business owners are clear on their version of success, many overlook the importance of a long-term plan, with almost half (49%) admitting they don’t have long-term goals for their business, and less than a third (31%) have an ‘endgame’in mind.

“Australia has an incredible entrepreneurial spirit, and the opportunity for small business owners to carve out their own path has never been greater,” Soin said. “But to truly make the most of that potential, the first step is getting clear on what success looks like to you. From there, the right digital tools or a trusted advisor can help turn that vision into something real and achievable.”

Benefits of advisory go all the way to the bottom line

The report further cemented the critical role of advisors in Australia’s small business economy, with 86% of respondents reporting that they rely on the advice of an advisor. Significantly, more than half (51%) of those who do rely on an advisor reported a revenue increase in the past year, compared to 38% of those who don’t. Further to this, 67% of those who use an advisor report feeling confident in running their business, compared to 55% of those who don’t.

Maurice Zicman, Vice President – CX Strategy at TP in Australia, unpacks why Retail and Ecommerce companies must move at the speed of their customers, and embrace AI-led, emotionally intelligent models to stay competitive in a rapidly evolving market.

The pace of consumer expectations has never been faster, and Australian retailers are struggling to keep up.

The Australian Bureau of Statistics has released its final publication of retail trade data, showing a 1.2 per cent surge in June 2025, as shoppers splurged on End of Financial Year bargains. 

Every tap, click and swipe raises the bar. Whether it’s major sales promotions or a seamless checkout on Instagram, consumers (particularly Gen Z and millennials) expect retailers to match their pace and preferences in real time. For many in the retail space, that means re-evaluating legacy systems and accelerating digital transformation with a renewed sense of urgency towards an elevated customer experience (CX).

In today’s market, speed is the new currency and success hinges on not only how quickly you can deliver a product, but how fast you can anticipate, understand and respond to consumer needs.

Digital-first generations are leading the charge

Together, Gen Z and millennials represent an enormous wave of spending power and digital influence. According to TP’s Business Insights report which surveyed more than 57,000 respondents across 19 sectors, consumers have changed the way they shop and the way they want to interact with brands.

They don’t just prefer digital, they live it. They want instant gratification, intuitive interfaces, fast and free shipping and returns, and real-time customer support. If one business can’t deliver on those expectations, another option is only a swipe or click away.

What this means for retailers – move faster, not just smarter

Retailers are under immense pressure to become more agile, not just in operations and logistics, but in how they connect with customers across every channel. They need service experts for customer support and an unparalleled customer experience management.

 We’ve seen firsthand how the most innovative retailers are responding – partnering with outsourcing companies like us to invest in AI-powered customer service, building integrated support teams, and embracing data-driven personalisation to deepen customer engagement.

Major E-commerce brands are integrating conversational AI within their social media channels. Customers can chat in real time for help with sizing, availability or even style advice. This shift can help to generate incremental revenue while reducing friction across the customer journey.

This is what it looks like to match the speed of consumers, meeting them where they are, in the moments that matter and with the tools that make it seamless.

Retail is still a people business, EI matters

Even as AI and automation take centre stage, emotional intelligence (EI) is a critical differentiator. Customers remember how a brand makes them feel, whether they feel heard, understood and valued.

Every click is a potential drop-off point. In fact, nearly 70% of online shopping carts are abandoned – often due to complex checkout processes, lack of payment options or slow site speeds. This is where retailers need to focus. Simplifying the path to purchase and making it feel intuitive across desktop, mobile and social channels is no longer optional, it’s expected.

The best retailers are blending technology with human empathy, using AI to handle repetitive queries while empowering service teams to focus on emotionally charged interactions – resolving a failed delivery, answering a question about a return, or navigating a sensitive payment issue. At TP we call it powered by EI, enabled by AI.

In an age of algorithms, empathy is the edge. Done right, this human-digital hybrid doesn’t just solve problems, it builds trust, loyalty and long-term brand equity. With empathy and human connection at our core, we champion a ‘High-Tech, High-Touch’ approach—leveraging EI-AI at best to deliver top-notch customer experience management. By integrating cutting-edge technology with genuine human touch, we help brands meet rising expectations while staying true to what matters most: meaningful customer relationships.

The AI advantage, from insight to impact

Retailers today sit on a treasure trove of customer data, but few are turning that into meaningful action. AI can help retailers go beyond analytics to create hyper-personalised experiences at scale; predicting when someone might abandon a cart, which products to recommend and what message will resonate most.

We’re also seeing growing interest in generative AI for everything from trend forecasting to dynamic product design. In a market where the definition of “in style” changes by the hour, this technology can help brands scale faster, test smarter and stay ahead of what’s next.

It’s now safe to say that when data meets design, innovation accelerates. The fusion of predictive insights and creative automation is reshaping how retailers ideate, iterate, and inspire.

What Australian retailers can learn

Major sales events are powerful reminders of what today’s consumers expect – frictionless buying, real-time recommendations and ultra-fast fulfilment.

The key takeaway is customers are watching, comparing and expecting every brand to deliver with the same speed and ease.

Australian retailers that embrace this mindset, combining the right technology, partners and CX strategies will be best placed to thrive.

A call to action for retailer leaders

The truth is, we’re not just in a retail transformation, we’re in a customer acceleration era. The retailers that will succeed are those who match the momentum of the customers they serve.

That means speeding up decision-making and investing in agile transformation technologies and solutions that allow businesses to act and react in real time. But it also means doubling down on EI, building customer journeys that feel effortless and intuitive, while supporting teams with the tools to make that happen.

When a business isn’t evolving as fast as its customers do, it’s time to ask why. In the race to win the modern shopper, speed is no longer a luxury, it’s an expectation. Because, each interaction matters.

I’ve always understood that businesses need to earn the commute – and that’s never been truer than it is today. In the midst of a persistent cost of living crisis, every trip into the office comes at a personal cost for employees. Commuting expenses, food and time lost to travel all adds up over the year. If we expect people to work on-site, we need to make it worth the investment.

Now with winter in full swing and Seasonal Affective Disorder impacting Australians, the challenge of encouraging employees to brave the elements and work on-site is even more pronounced. At the same time, it presents a unique opportunity for employers to create a workplace that employees genuinely enjoy coming to.

To help meet the work on-site challenge head-on, the strategies below offer practical, people-first solutions that can make the workplace more attractive and supportive during the colder months. From leading with a hospitality mindset to prioritising wellbeing and flexibility, there is a lot more that businesses can do to create environments that encourage positive workplace culture all year.

Hospitality-Frist Mindset

Creating a workplace people genuinely love starts with a hospitality-led approach. Having grown up in the hotel industry, I have always brought this mindset to how I operate a business. This means using the principles of hospitality to foster meaningful connections with our members, especially during the colder months where motivation for on-site activity can dip.

A great example of this has been the introduction of private, after-hours social events, such as RISE breakfasts to start the day and RELAX drinks and nibbles to wind down in the evening. Other examples of hospitality perks could include – free coffee in the mornings and warm food catered at lunch time. When done thoughtfully, hospitality-driven perks can be a powerful incentive to bring people back into the office and keep them coming back.

Prioritising Wellbeing

It’s no surprise that mental health challenges and rates of depression can rise in the colder months. Businesses should ensure wellbeing is at the heart of everything they do – not just in winter, but all year round. At Hub, our workspaces are designed to support work-life-balance and give people the opportunity to find moments of calm in their day.

Something that works really well for us, is having a dedicated program for wellness. Our WorkWell program is a holistic initiative that supports the professional, mental, social and physical wellbeing of our members – through a variety of services, events and thoughtfully designed spaces.

As part of this commitment, we have also partnered with Unyoked, the ultimate cabin-in-the-woods escape designed to help people disconnect and recharge. Through our partnership members get the opportunity to enjoy a free night’s stay at an Unyoked cabin. We have also integrated components of the Unyoked cabin experience into our office spaces.

Supporting Flexibility

As the colder months set in, it’s essential for businesses to support and invest in employee flexibility. This could mean introducing later start times, covering commuting costs, or even introducing a Winter Friday perk whereby employees finish up early on Friday afternoons.

Small, thoughtful initiatives like these can make a big difference. They not only encourage people to come into the office but also help prevent burnout and keep teams feeling motivated and valued.

Creating a great culture all year

While seasonal perks are a great way to boost engagement during the colder months, building a strong, positive workplace culture is a year-round effort.

In the post-COVID era building positive workplace culture has never been so hard. Many employees are more likely to spend time with friends outside of work than at workplace social events. In fact, 87%[1] say they prefer it that way. That makes it even more important for businesses to meet employees where they’re at – focusing on what really matters: financial wellbeing, mental health, flexibility, and preventing burnout.

Perks are valuable, but they work best when combined with a thoughtful approach to employee needs. A happy, engaged team isn’t just built through seasonal incentives, but consistency.

Contributed by Brad Krauskopf, CEO & Founder of Hub Australia

[1] Love Where You Work Report: Hub 2025

Most sole traders spend time and money trying to be seen – whether that is investing in SEO, building a website or running ads. However, visibility is only part of the equation. What happens after someone gets in touch is just as important. An enquiry arrives – whether it is a web form submission, a text, a DM or a missed call. It should be the start of a new job or customer relationship. However, for many businesses, this is where momentum slows and they are losing leads.

Yet, for some solo operators, how enquiries are handled isn’t given the same attention as how they are generated. And without a clear and consistent process for capturing and responding to interest, good leads may go unanswered – not because it is not your intention, but because you are already stretched.

Where growth quietly slows down

In conversations with sole traders across Australia and New Zealand, whether they are mobile mechanics, florists or health professionals, there is a recurring theme: “I’m working non-stop, but I’m still not getting enough business.”

In many cases, the challenge isn’t visibility or marketing. It’s what happens next.

You have done the work to be found. Your website is ranking, your social presence is active, maybe you have even launched a campaign. Enquiries start coming in, but then?

They sit in your inbox, or land in your DMs after hours while you are on the job. You see the notification, intend to follow up, but with everything else demanding your attention, it slips past.

This is where growth often slows, not because of a lack of demand, but because the process for handling that demand isn’t keeping pace. And because it happens quietly in the background, it often goes unnoticed until the pipeline starts to feel dry.

Speed matters more than charm

We all like to think that a business’s quality of offering or product, personality or reputation will carry through to success and growth. However, research consistently shows that when it comes to lead conversion, speed is also fundamental. If your business doesn’t respond within the hour, your chances of converting that enquiry drops dramatically.

It doesn’t mean you need to be glued to your phone 24/7. However, it does mean you need a system – an effective and reliant process. Something that ensures no lead slips through the cracks just because you are onsite, out of range or off duty.

Automation is about buying yourself time to respond properly, without leaving potential customers in the dark.

Where leads are getting lost

Consider for a moment how many channels your customers can use to get in touch. It might be email, text message, Facebook, Instagram, WhatsApp, your website, Google or even third-party platforms.

Individually, each channel makes sense. However, together, they can create a fragmented experience – both for you and your customers. Without a clear and centralised way to manage enquiries, it’s easy for conversations to be missed, delayed or duplicated. It also adds pressure to keep on top of everything, while still delivering your core service.

Creating a single, streamlined system for managing incoming enquiries doesn’t just reduce stress, it also improves your responsiveness, professionalism and conversion. It gives you back control.

Your lead response process is your first impression

Many sole traders assume the sales process begins with a quote. It begins the moment a potential customer reaches out. The way you respond, including how promptly, how clearly and how confidently – shapes the customer’s first impression of your business.

If someone has to follow up just to receive basic information or clarification, confidence in your reliability may quickly erode. Even if your work is exceptional, that early hesitation may linger.

You don’t need to be available around the clock. But being timely, consistent and professional in your initial response goes a long way in building trust from the outset.

Handling enquiries well is a quiet but powerful driver of growth, one that often goes unnoticed until opportunities start slipping through.

If you are looking for a practical way to strengthen your business this month, start by reviewing how enquiries are received, how quickly you are responding and where follow-up might be falling short.

Chances are, your next great customer may have already reached out. The key is making sure they hear back.

Contributed by By Elise Balsillie, Head of Thryv Australia and New Zealand