Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.
This week, we’ve explored how Gen Z rethinks workplace communication, why beauty shoppers feel overwhelmed, Pfizer’s new CX metric for pharma reps, and the pitfalls of poor personalisation.
We’re also discussing new updates from the EU, Bloomberg, and more.
Key news
- US president Donald Trump’s decision to double tariffs on steel and aluminium to 50% from 4 June caught the global industry by surprise. The EU’s trade commissioner Maroš Šefčovič said that the bloc “strongly regrets” the US’s move, and the European Steel Association’s Axel Eggert said that it would “price out” European steel. The UK, the only country exempted from the 50% tariff, is still stuck with a 25% levy on metal exports, with the threat of inclusion in the doubled tariff from 9 July. A trade deal announced by UK Prime Minister Keir Starmer and Trump in May is still being negotiated, and the uncertainty is affecting the British industry. Gareth Stace, director-general of UK Steel, said the government should “urgently turn the May deal into a reality”.
- Brookfield Asset Management announced it would invest up to 95bn kronor (€8.7bn) in a data centre for artificial intelligence in Sweden, Reuters reports. The Canadian company said that the site in the city of Strängnäs would create more than 1,000 permanent jobs and around 2,000 jobs during its construction process, which would take from 10 to 15 years.
- China could order hundreds of new Airbus planes as soon as next month, Bloomberg reports, citing anonymous sources — a deal that would give the European plane maker a dominant position in a key aviation market. If finalised, the sale would also be a blow for Boeing, which is struggling to do business in China amid the Trump trade war. The plane maker hasn’t nabbed a major order from China in nearly a decade, and in April, the government there blocked Boeing deliveries altogether.
CXM news stories
Here’s the full news stories that CXM have reported on in the past week. Learn all about the latest news about Gen Z in the workplace, the impact of poor personalisation, overwhelmed shoppers, and more.
Training vs. Skills Gap: Job Seekers Call for More Flexible Hiring
A recent survey from Express Employment Professionals and the Harris Poll reveals a disconnect between Canadian employers and job seekers over what’s fueling the so-called “skills gap.” While many employers cite a lack of qualified talent, 75% of job seekers argue the real issue is a training gap, not a shortage of ability.
Most job seekers say they understand what skills matter in today’s workforce. Over 80% of respondents identify communication, work ethic, problem-solving, accountability, teamwork, and attitude as critical. Surprisingly, only two-thirds rank technical skills or cultural fit as equally important, showing a clear emphasis on soft skills.
“In today’s evolving labour market, adaptability is increasingly recognized as a critical asset by both employers and job seekers,” said Express CEO Bob Funk, Jr. “Many business leaders are finding that while priorities may differ, there’s common ground in practical strategies, such as flexible qualifications and onboarding programs focused on long-term growth. These approaches help bridge gaps in expectations while maintaining the high standards that drive sustainable success.”
The problem of rigid criteria
However, job seekers believe rigid job criteria are screening out strong candidates. Three-quarters say companies should invest more in training rather than expect perfect qualifications upfront. 84% think skills should matter more than formal degrees, and 71% say employers should relax some job requirements.
Generational perspectives vary, as 72% of Millennials and 71% of Gen Z want education requirements waived, compared to 60% of Gen X and 57% of Boomers. In addition, younger job seekers feel job standards are too strict, with 70% of Millennials and 67% of Gen Z calling for more hiring flexibility.
Despite frustrations, job seekers remain open to loyalty—91% say they’d be more likely to stay with companies that provide tools and resources to bridge skills gaps.
Employers, meanwhile, are feeling the pressure. Nearly two-thirds (63%) say the skills gap has grown, particularly among new hires. Yet 75% believe their organisations already have the tools to address it. Encouragingly, 86% of hiring managers report relaxing job requirements, including years of experience (52%), degrees (31%), and certifications (29%).
Still, barriers remain, as 38% of employers admit they struggle to evaluate online credentials, which could limit more inclusive hiring.