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Researchers from the Queensland University of Technology have found that while Australians generally trust retail technology, they remain hesitant to swiftly adopt new advancements, largely due to concerns over security and privacy.

The loss of human interaction is another key issue, and while many Australians embrace new technologies in their everyday lives, they are less willing to accept them from organizations despite a growing appetite for convenience via automation.

Led by Dr. Nadine Ostern, Cisco Chair in Trusted Retail, the research team from the QUT Center for Future Enterprise has published the report, "Trust Trend Report: Consumer Perceptions of Retail Technology in Australia 2024."

The findings from a survey conducted by Dr. Ostern, Dr. Shannon Colville and Dr. Scott Murray suggest trust issues revolving around technical and social aspects of retail technology, including interactive shopping tools, biometric authentication and automated delivery, were significant barriers to uptake, but such concerns could be overcome by greater transparency and clearer communication.

The research aims to provide critical data points for retail, business, and industry stakeholders to alleviate customer fears and bridge the technology gap.

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