In this episode of Add To Cart, we had the pleasure of sitting down with Gai Le Roy, CEO of IAB Australia, to discuss the evolving landscape of retail and digital media.
With over 25 years of experience in the media and digital industries, Gai shared invaluable insights on how retailers can navigate the challenges and opportunities in today’s market. From the rise of Amazon to the impending Privacy Act reforms and the juniorisation of the workforce, this episode offers essential takeaways for anyone involved in ecommerce.
Amazon’s Growing Influence in Australian Retail
One of the standout discussions was the impact of Amazon’s rapid growth in Australia. Gai highlighted that in 2024, Amazon solidified its position as a dominant force in Australian retail, with 54% of consumers shopping on the platform, up from 43% the previous year.
“It was a huge leap,” Gai noted, emphasising that Amazon’s influence has now expanded beyond browsing to actual purchasing, significantly shrinking the gap between browsing and buying.
This shift is reshaping consumer expectations, particularly around delivery speed and convenience, as Amazon’s same-day delivery service raises the bar for local retailers.
“Amazon has changed consumer expectations. If you’re not meeting these expectations, you’re going to struggle to compete.”
Gai Le Roy
For Australian businesses, the challenge is clear: adapt to these heightened consumer expectations or risk being left behind. Gai emphasised the importance of understanding Amazon’s influence and finding ways to differentiate by offering value beyond just fast delivery.
Preparing for Privacy Act Reforms
As Australia gears up for significant changes to its Privacy Act, Gai provided crucial advice for retailers on how to prepare. The upcoming reforms will require businesses to be more transparent and diligent in their handling of consumer data. “Start by cleaning out your data. Get rid of anything you don’t need and audit where your data is going,” Gai advised, stressing the importance of understanding how personal information is being used and shared.
With consumer trust increasingly tied to data privacy, these preparations are not just about compliance—they’re about maintaining customer loyalty in a more privacy-conscious world. Gai warned,
“Retailers need to rethink what they consider personal information because the new regulations will broaden the definition significantly.”
Gai Le Roy
By being proactive in these areas, businesses can avoid the pitfalls that come with non-compliance and build stronger, more transparent relationships with their customers.
By taking control of the production process, Hero Packaging can now offer faster service and better quality, meeting the specific demands of both small and large businesses. This strategic move not only sets Hero Packaging apart from competitors but also reinforces the brand’s commitment to sustainability and customer satisfaction. “It just feels like we own the whole lifecycle of the products and the customer, and that’s what is exciting.”
The Juniorisation of the Digital Workforce: Risks and Opportunities
Another key topic was the juniorisation of the workforce in the advertising and marketing sectors. Gai pointed out that the industry is seeing a concerning trend where younger employees are being promoted rapidly, often without the necessary experience or support, while more experienced professionals are being edged out.
“They’re chopping at the head and the middle, losing a lot of experience, and not necessarily providing the support for the young ones who are coming in.”
Gai Le Roy
This shift poses risks for businesses, as it can lead to a lack of leadership and strategic oversight, particularly in challenging economic times. Gai urged companies to invest in leadership and management training for younger employees and to find ways to retain experienced staff who bring invaluable insights and stability to their teams. “When times are tough, you really need commercial leaders who have been through good and bad times,” she added.
Gai’s insights in this episode of Add To Cart offer a clear roadmap for retailers facing the pressures of a rapidly evolving market. Whether it’s adapting to Amazon’s dominance, preparing for stricter privacy laws, or addressing the juniorisation of the workforce, retailers must be proactive in navigating these changes. By focusing on value, compliance, and strong leadership, businesses can position themselves to thrive in this new era of retail.
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