Can digital identity make paying for a pint—or a hotel stay—smarter and safer?

At the Digital Trust Hui Taumata in Wellington, the conversation turned to hospitality—where the stakes are high, the margins are tight, and the customer experience matters more than ever.

Moderated by Andy Higgs of Digital Identity NZ, this panel brought together:

• Helen Little (Worldline)
• Will Kim (Hospitality NZ)
• Kristy Phillips (Hospitality NZ)
  
  

Together, they explored how digital identity can streamline everyday transactions, unlock new tourism experiences, and bring consistency to how Kiwis prove who they are—without compromising trust or inclusion.

Frictionless Payments Start With Trust

Gone are the days of fumbling for IDs or punching in PINs. The panel discussed how biometric verification and digital credentials can remove friction at the point of sale—while keeping transactions secure and inclusive.

“When you’re able to detect and use your facial biometrics to open [the terminal], then you know that that’s secure and safe—and it’s yours.” – Helen Little, Worldline

This shift doesn’t just improve speed and security. It also opens up access for people with disabilities and others for whom traditional methods may be a barrier.

Hospitality Is Ready—and Resilient

The hospitality sector has proven time and again that it can adapt. Kristy Phillips emphasised that adoption will follow when operators see real-world benefits—like saving time, reducing admin, or improving staff workflows.

“If it’s easy and it works… they’re very quick to adopt it and bring it into their business because it saves them time and money.” – Kristy Phillips, Hospitality NZ

Operators aren’t just big chains. Many are small, independent venues working seven days a week. For them, simplicity is key.

Adoption Needs More Than Just Tech—It Needs Social Backing

Will Kim was clear: the technology is here, but mass adoption requires coordination across three sides—issuers, merchants, and users. And more importantly, it needs public confidence.

“What we really need is for people… to understand the implications—not just the primary consequence of buying things with our phones, but what happens next.” – Will Kim, Hospitality NZ

He called for a collective effort from the digital identity community to help bring people along—by showing them how these systems work, and why they’re worth trusting.

From Pub Crawls to Agentic Hospitality: The Road Ahead

The panel looked beyond compliance to innovation. Once digital identity becomes embedded, it can power smarter, safer experiences—like seamless hotel check-ins, coordinated tourism itineraries, or even personalised service powered by digital agents.

“The future holds a space where agents are able to do a lot more for you… build the app, order for you, and delete your information after.” – Will Kim, Hospitality NZ

That’s not just good UX—it’s good for privacy too. And as Aotearoa welcomes more visitors, consistent experiences across the motu will help position us as a world leader in digital-first hospitality.

Stand-Out Quotes

“What Hospitality NZ is doing is a gift to everyone in digital… they’re demonstrating in the real world what digital identity could mean for people.” – Helen Little, Worldline

“It’s not just about compliance. There’s a lot of innovation.” – Andy Higgs, Digital Identity NZ

“From Northland to Southland… this gives us a better opportunity to offer a consistent, great experience.” – Kristy Phillips, Hospitality NZ

What’s Next?

Stay engaged with Digital Identity NZ (DINZ) to connect with innovators across payments, tourism, and tech. Together, we can build a future where seamless transactions are safe, inclusive, and uniquely Aotearoa.