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Big4 CEO Sean Jenner, says it’s all about respect. Getting the holiday park operator on the path to privacy by design has been an all-of-business ambition stretching from new tools, systems and processes to a cultural mindset that recognises customer data as something brands are given permission to utilise, not own. It’s a big job “eating the elephant”, as Jenner puts it, but necessary for businesses to ensure they’re not crippled by the transformative changes Australia’s new-look privacy legislation is expected to throw their way. The key is to recognise this is as much about humans and respect for data as it is about operational change, Salinger Privacy principal, Anna Johnston, says: “Privacy compliance cannot be seen as the job of just one person, it’s not a tickbox exercise, it can’t be automated … You can’t avoid the privacy rules by applying some basic de-identification techniques and thinking you are now exempt.” She outlines a seven-point plan every brand should now take.

Most of Australia’s biggest banks, along with globals like Wells Fargo, Citibank, and Rabobank are betting large on Real-Time Interaction Management (RTIM) – also called real-time decisioning. It doesn’t come cheaply: Forrester Research suggests average annual costs if circa $1.7m, sometimes running as high as $7m. But those investments are paying off – and some banks are generating returns into the hundreds of millions of dollars. Hence customers tend to pick and stick, with 80 per cent saying they are happy with their suppliers. Pega and SAS dominate – with the former in particular carving out Australia’s addressable market. But there’s also room for others in a category that extends into journey orchestration, personalisation, and cross-channel marketing – particularly as retail and consumer brands start to pile in.

Most of Australia’s biggest banks, along with globals like Wells Fargo, Citibank, and Rabobank are betting large on Real-Time Interaction Management (RTIM) – also called real-time decisioning. It doesn’t come cheaply: Forrester Research suggests average annual costs if circa $1.7m, sometimes running as high as $7m. But those investments are paying off – and some banks are generating returns into the hundreds of millions of dollars. Hence customers tend to pick and stick, with 80 per cent saying they are happy with their suppliers. Pega and SAS dominate – with the former in particular carving out Australia’s addressable market. But there’s also room for others in a category that extends into journey orchestration, personalisation, and cross-channel marketing – particularly as retail and consumer brands start to pile in.