For years, Starbucks has been the benchmark for what a successful loyalty program looks like. When brands start thinking about loyalty, Starbucks is usually the example they reference. A program that doesn’t just reward customers, but actively shapes behaviour, driving frequency, habit and long-term value.  But loyalty programs are not static. They need to evolve as customer expectations change, competition intensifies, and as the economics of running them alongside of other

Retail has been organised around products for decades. Categories, departments and individual SKUs shape how retailers build their stores and web experiences, and how customers are expected to navigate them.  That structure makes sense operationally. It’s how inventory is managed; ranges are planned, and website structures are defined.   But it doesn’t reflect how people actually shop.  Many shoppers don’t start with a product in mind. They start with a problem they are tryin

For years, discovery on the digital shelf largely depended on broad search engines like Google, alongside retailer search and category listings built around keyword matching. Shoppers typed in what they wanted, scanned ranked lists, and clicked through options.    That model is now shifting.   AI-powered discovery tools are rapidly changing how Australians search for and evaluate products. PayPal Australia data suggests up to 48% of Australians now use AI platforms to search

Retail used to be simple. A customer walked into a store, browsed, asked a sales assistant a question or two, and made a purchase. Today,...

Artificial intelligence is rapidly transforming industries, reshaping consumer experiences, enhancing personalisation, and redefining how...

It has been just over 2 years since ChatGPT launched, and it has created one of the biggest shifts in search that we have seen in decades. Whilst Google still boasts 8.5bn searches every month, the introduction of ChatGPT has given rise to conversational search | chat-based search experiences in a big way, and we are already seeing audience behaviour shifting as conversational search addresses many of the shortfalls of traditional search. As adoption grows, it is anticipated