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How AI is rewiring consumer sentiment

What Australians expect from brands in 2025. Based on fresh national research across age, income and gender, with clear actions for marketers.

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Bench Media - Whitepaper - How AI is rewiring consumer sentiment

WHO SHOULD READ THIS?

CMOs
Brand & CX Leaders
Digital & Media Teams
Retail & Services Leaders
Regulated Sectors

VALUE IN 10 SECONDS

Actionable insights for marketers to build trust in the age of AI.

Three in four Australians now use Gen AI to research purchases

Younger audiences are open to AI while older consumers are cautious

Half want brands to disclose when AI is used

Most support stricter rules for brand use of AI

Clear playbook to balance speed with human empathy


“I encourage you to read Bench Media’s Report on AI’s effect of customer sentiment to better understand current and future customer attitudes and behaviours on AI”

OFER MINTZ

Associate Professor of Marketing, UTS Business School

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WHAT YOU WILL LEARN

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How Gen AI is changing shopping behaviour and brand comparison
Where trust breaks down and how to rebuild it
Comfort levels with AI-generated ads and labels that matter
The emotion vs logic gap in AI-powered customer experience
Practical moves to win trust and loyalty in 2025

ABOUT THE RESEARCH

Survey of 209 Australian consumers conducted 22 July 2025 using a national online panel. Results include demographic splits by age, gender and income, with confidence and margin of error guidance provided in the paper.

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SUPPORTED BY


“Bench Media’s Timely Insights into Australia’s Evolving AI Landscape … Is Particularly Valuable for Our Industry”

JONAS JAANIMAGI

Technology Lead, IAB Australia


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SHAI LUFT - CHIEF OPERATING OFFICER Meet Shai Luft, a senior marketing executive with a proven track record of delivering results for Australia’s largest ASX200-listed companies

Chief Operating Officer

Shai Luft

Meet Shai Luft, a senior marketing executive with a proven track record of delivering results for Australia’s largest ASX200-listed companies. Despite his success, Shai was frustrated by the amount of red tape and bureaucracy that held back marketing innovation. That’s why he co-founded Bench in 2012. As the driving force behind Bench’s operations, Shai is committed to empower marketers with the agility and control they need to achieve their best results.

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ORI GOLD - CHIEF EXECUTIVE OFFICER An ad tech and martech expert. Driven by the frustration of everyday marketers facing a lack of control and accessibility, Ori co-founded Bench in 2012 to revolutionise the digital advertising landscape.

Chief Executive Officer

Ori Gold

Meet Ori Gold, an ad tech and martech expert. Driven by the frustration of everyday marketers facing a lack of control and accessibility, Ori co-founded Bench in 2012 to revolutionise the digital advertising landscape. Heading the talented and forward-thinking team at Bench, Ori is the driving force behind the company’s strategic and product vision. Thanks to Ori’s leadership, Bench has become one of the most respected and successful digital agencies in Australia.

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GENERAL MANAGER LIAM GARRATT Meet Liam Garratt, the creative mind behind Bench’s top-notch products and services. With a career in digital media spanning over a decade, Liam has made a name for himself as a leader in the industry.

General Manager

Liam Garratt

Meet Liam Garratt, the creative mind behind Bench’s top-notch products and services. With a career in digital media spanning over a decade, Liam has made a name for himself as a leader in the industry. He got his start in 2011 working for UK-based programmatic platform Crimtan, where he played a key role in launching the company’s Australian office. In 2017, Liam brought his expertise to Bench, where he now leads the Product & Services functions. Liam is passionate about delivering only the highest quality products and services to Bench’s clients. His commitment to excellence is the foundation of Bench’s stellar reputation.

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VP OF GROWTH ANTHONY FARGEOT Meet Anthony Fargeot, the pioneer behind Bench’s growth and success. Joining Bench in its infancy in 2013, Anthony’s experience with high-growth start-ups gave him the skills to help Bench become one of the most successful digital agencies in Australia.

VP of Growth

Anthony Fargeot

Meet Anthony Fargeot, the pioneer behind Bench’s growth and success. Joining Bench in its infancy in 2013, Anthony’s experience with high-growth start-ups gave him the skills to help Bench become one of the most successful digital agencies in Australia. As Head of Client Services and then Director of Operations, Anthony led Bench through its highest growth period. Today, as VP of Growth, Anthony uses his creative thinking and strategic insights to always look for new and innovative ways to help Bench stay ahead of the curve in a rapidly changing digital landscape.

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