THE TRUST EXPERIENCE (TX) Thought Leadership Series

Presented by the Cisco Chair in Trusted Retail

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Join us for the launch of QUT’s Trust Trend Report: Consumer Perceptions of Retail Technology in Australia 2025, the second in a series of landmark studies exploring how Australians perceive and interact with retail technology – and what truly earns their trust. As technology continues to reshape the retail landscape at an unprecedented pace, this report offers a timely and deeply insightful look into what Australians truly value when engaging with retail technologies – and what makes or breaks their trust. Far from being a checkbox for compliance or security, trust emerges in this report as a powerful strategic asset, one that can differentiate brands, deepen customer relationships, and future-proof innovation.

Drawing on a nationally representative survey and rich qualitative insights, the report reveals that trust is no longer built in boardrooms or policy documents, but in the micro-moments of everyday interaction, many of which are now mediated by technology. From self-checkouts to AI-driven personalisation, the technologies retailers deploy are not just tools – they are touchpoints of trust.

This launch event will unpack the report’s most compelling findings, including the concept of ‘trust credit’ vs. ‘trust debit’, demographic trends in tech readiness, and the emerging design principles that will shape the next generation of retail experiences. Whether you’re a retailer, technologist, strategist, or policymaker, this is your opportunity to understand how to lead with trust in a world where customer expectations are higher and more nuanced than ever.

Key themes to be explored at the launch

Trust as a strategic asset: Trust is built in everyday digital interactions. Retailers must move beyond damage control and start designing for trust, embedding it into every customer touchpoint.

Trust Debit vs. Trust Credit: Maintaining trust (debit) keeps you in the game; earning trust (credit) sets you apart. Thoughtful tech design can turn routine interactions into moments of connection and confidence.

Demographic insights: Trust and tech readiness vary widely. Older Australians seek human connection, younger ones want data control, and remote communities need better infrastructure, highlighting the need for inclusive design.

Industry benchmarks: Retail ranks fourth in consumer trust. Specialty and discount stores lead, while supermarkets and digital-first formats face skepticism, revealing where trust-building efforts are most needed.

Future predictions: Five major shifts, from AI agents to identity-driven ecosystems, will redefine retail. Trust will hinge on transparency, ethical personalisation, and visible social proof.

Why attend?

This event is essential for anyone shaping the future of retail. Whether you’re designing customer experiences, implementing new technologies, or developing strategic plans, the insights from this report will help you align innovation with trust-building. The findings also support broader institutional efforts such as university-wide AI strategies, to benchmark current technologies and guide ethical, human-centered adoption.

Read the first in the series

Download the Trust Trend Report: Consumer Perceptions of Retail Technology in Australia 2024