Quick Take
- 82% of Australian and New Zealand businesses pilot AI agents while 64% of retail leaders cite consumer skepticism as the primary barrier
- Only 9% trust AI systems to fully manage customer journeys without human oversight
- Micro retailers lag at 40.9% adoption versus 71.4% for mid-sized chains due to cost constraints
- 17% of ANZ merchants have no AI plans for 2025—nearly triple the 6% rate across broader APAC markets
- Consumer AI usage grew 45% among Australian shoppers, with one in three using AI for shopping tasks
New research from Monday.com and Shopify exposes a striking contradiction in ANZ retail markets: retailers are rushing to adopt AI while struggling with widespread consumer skepticism that threatens their deployment confidence.
Australian and New Zealand retailers find themselves caught in a strategic bind. They’re aggressively piloting AI programs, yet facing persistent consumer trust issues that could sabotage their full-scale rollouts.
THE CONSUMER TRUST CRISIS
The research reveals a troubling gap between what retailers want to achieve and what the market is ready for. Despite growing AI adoption momentum, only 9% of retail leaders feel confident enough to let AI systems handle complete customer journeys on their own, according to Monday.com and Shopify research reveals this strategic paradox.
Consumer skepticism hits 64% of retail leaders, while 68% believe transparency about AI use will directly impact brand loyalty. This shifts consumer perception from a side concern to a core business priority.
“The irony is that AI should help small businesses do more with less, yet they’re being left behind due to implementation barriers,” says Gavin Watson from Monday.com.
SIZE-BASED ADOPTION DISPARITIES
The deployment gap between different business sizes is creating clear winners and losers, giving larger operators significant advantages while leaving smaller retailers behind.
| Business Size | Current AI Deployment | Primary Barrier | Trust Level |
|---|---|---|---|
| Micro (1-9 employees) | 40.9% | Cost constraints (73%) | Low |
| Small (<50 employees) | 62% | Capability gaps | Moderate |
| Mid-sized (100-499) | 71.4% | Integration complexity | High |
| Enterprise (500+) | 82% piloting/deployed | Consumer skepticism | Moderate |
For micro retailers, cost barriers block 73% from embracing AI, while mid-sized chains achieve 71.4% deployment rates. This shows mid-sized retailers have found the sweet spot between capability and careful adoption.
Shopify research shows 17% of ANZ merchants have zero AI integration plans for 2025—nearly triple the 6% seen across broader APAC markets.
STRATEGIC POSITIONING CHALLENGES
Retailers face a tough choice: push aggressive AI adoption and risk alienating customers, or play it safe and potentially fall behind competitors who are moving faster.
Mid-sized chains appear to have cracked the code with their 71.4% adoption rate, successfully balancing technological advancement with consumer concerns. Smaller businesses struggle with cost barriers that prevent them from implementing AI with proper human oversight.
AUTOMATION IMPLEMENTATION FOCUS
Customer service automation leads deployment priorities. Among ANZ merchants planning AI adoption, 55% focus on content generation, while 27% target customer service improvements.
Shaun Broughton from Shopify emphasizes the need for digital infrastructure investments and policy support to accelerate AI-enabled retail operations.
GLOBAL COMPETITIVE POSITIONING
ANZ’s cautious AI approach contrasts sharply with more aggressive markets in the US and UK, plus higher integration confidence across APAC. This careful stance could hurt ANZ’s global competitiveness as international retailers gain operational advantages through AI.
Adyen analysis reveals AI usage among Australian shoppers jumped 45%, with one in three now using AI for shopping tasks, showing strong consumer readiness.
This suggests ANZ’s cautious approach stems more from retailer hesitation than actual market resistance, creating opportunities for transparent AI communication.
IMPLEMENTATION STRATEGY REQUIREMENTS
The trust gap creates openings for retailers who can develop transparent AI communication and clear customer value propositions.
Hybrid human-AI models will likely become the industry standard, with pure automation limited to back-office functions that require minimal customer interaction.
Consumer demand for transparency will intensify, forcing retailers to establish clear AI disclosure frameworks within 18 months. Small retailer consolidation may accelerate as AI capabilities become competitive necessities, creating acquisition opportunities for mid-market players.
Transparency Note: This analysis incorporates data from Monday.com and Shopify research on ANZ retail AI adoption, consumer skepticism metrics, and size-based deployment statistics, preserving original figures throughout.
The retail AI transformation demands balancing innovation with consumer trust, emphasizing transparency, phased implementation, and focusing on customer value over technology demonstration.
