Digitalisation is fundamentally changing the way consumers find information, make decisions, shop, communicate and interact with businesses. Alongside traditional issues such as data protection, platform regulation and digital inclusion, new developments are coming to the fore: generative AI, AI-powered search, algorithmic personalisation, social commerce, influencer marketing and autonomous digital agents are increasingly shaping consumers’ everyday lives. At the same time, synthetic media (e.g. deepfakes), dark patterns, addictive design, personalised manipulation and unsafe products on online marketplaces are raising new questions regarding trust, transparency, fairness and consumer protection.

The pace of these developments presents a challenge to policymakers, the business sector and civil society to keep pace both regulatorily and strategically, without losing sight of the consumer’s perspective. We support our clients from politics and industry with our expertise in relevant consumer policy issues of digitalization and advise on consumer behavior in the digital context: from Corporate Digital Responsibility, AI governance and algorithmic risks through instruments for consumer protection in the digital world, to consumer-friendly configurations of digital services and offerings.