At RIMPA LIVE 2026 in Sydney, ZircoDATA CEO Tracey Wagner delivered a powerful reminder that as technology transforms information management, our people and their understanding of customers make the real difference.

Artificial intelligence is changing the way businesses operate, and the information management industry is no exception. From locating records in seconds to identifying patterns across enormous volumes of information, the possibilities are extraordinary. Our CEO Tracey Wagner challenged the audience to consider, when everyone has access to increasingly sophisticated technology, what truly sets one organisation apart from another?

For ZircoDATA, the answer lies in something technology alone cannot deliver: the local knowledge and judgement that come from genuinely understanding our customers. Information only becomes valuable when someone understands what it means. Throughout her keynote, Tracey brought this message to life through three stories about ZircoDATA team members who made a real difference.

She began with Alan, a long-serving team member who noticed something unusual while processing customer records. Although the system was operating exactly as designed, Alan recognised that something wasn’t right. His investigation uncovered a change in the customer’s file labelling that was creating duplicate records. By combining his experience with technology, including AI, Alan helped identify and resolve the issue.

This is a powerful example of why human curiosity and judgement remain so important. It took someone who understood the customer to recognise the problem.

Tracey then shared the story of Diana, a Record Centre Manager who found a solution to an urgent customer request that might otherwise have been defeated by Sydney’s notorious Friday traffic. Diana drew on her knowledge of the local area and the customer’s site to arrange a same-day shredding collection.

It was a reminder that knowing your customers comes from understanding how they operate and anticipating their needs, so you can find the best solution when the obvious one won’t do.

When understanding becomes something much bigger

Perhaps the most moving moment of Tracey’s keynote was the story of Corey, a Record Centre Manager in Brisbane, and an urgent request from a hospital. A patient was being prepared for emergency surgery, but the medical team needed access to a historical record detailing a previous reaction to anaesthetic. With more than 1.5 million boxes in storage, ZircoDATA’s systems quickly located the file. Recognising what was at stake, Corey mobilised his team and personally delivered the record to the hospital. Later that day, the hospital called to share that the patient had come through surgery safely.

It was an emotional reminder that behind every record is something that matters to someone. That might be a business decision or a family’s history. On this occasion, it was a person’s life.

Technology enabled the team to find the record. Corey’s understanding of its importance ensured it reached the people who needed it. These stories captured the heart of Tracey’s message. The future of information management belongs to those who bring the best of technology and people together.

As a proudly Australian-operated business, ZircoDATA’s strength lies in its local teams and the relationships they build with the communities and customers they serve. Our technology enables us to manage millions of records securely and efficiently. Our people bring the experience and understanding that turn a service into something more meaningful.

Tracey also challenged the industry to embrace AI with confidence while recognising the growing importance of human judgement and accountability. As technology becomes more capable and accessible, these qualities will only become more valuable.

At ZircoDATA, we are the people who show up.

One message resonated throughout the keynote: at ZircoDATA, we are the people who show up. Our people demonstrate what great service really means, from noticing something a system has missed to going the extra mile when the stakes are high.

Tracey’s keynote was a celebration of the opportunities ahead and a reminder that technology is at its most powerful when combined with people who genuinely care about the outcome.

AI can process extraordinary amounts of information. Understanding the people and history behind that information is what makes it truly valuable. Tracey set a challenge for everyone: find your Alan, Diana and Corey and bring them in to support and drive your company further to deliver an exceptional service to your customers.

AI knows a lot. But does it know you, like we do? That’s the difference we’re proud to deliver every day.