Artificial intelligence is rapidly reshaping how Australians shop, with a sharp rise in consumers using AI-powered tools to personalise their retail experience. From tailored recommendations to voice-assisted purchases, shoppers are seeking convenience and connection like never before. Hayley Fisher from Adyen says businesses must act now to stay relevant by investing in AI and offering seamless, multi-channel customer journeys.
Yet while consumers are moving quickly, many retailers are falling behind. Adyen’s latest Retail Report reveals that only 26% of retailers plan to invest in AI this year, raising questions about who may be left behind as the sector evolves.
Hayley Fisher from Adyen joined us to unpack the findings. She says AI is not just a passing trend – it is becoming central to how people discover, decide, and buy. “Retailers need to meet customers where they are,” she explains, “and that means delivering a seamless journey across both online and in-store touchpoints.”
With shoppers demanding more tailored experiences, Fisher warns that failing to act could cost retailers not only customers, but their long-term relevance.
