July 04, 2025
This Week in CX: How to Lose a Customer in 10 Seconds
Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.
This week, we’ve explored everything from the hidden cost of poor accessibility and how conflict avoidance is quietly killing team dynamics, to Sephora’s retail glow-up with Lyft.
We’re also discussing new updates from the European Commission, GMAC, and more.
Key news
- European companies are abandoning plans to go public at the eleventh hour amid geopolitical uncertainty and weak investor demand. Brainlab, a German medical technology firm, postponed its Frankfurt listing this week just days before its scheduled IPO, amid market volatility. Germany’s financial hub already saw car parts seller Autodoc and drugmaker Strada delay their listings in previous months. Others, like Klarna and French crypto firm Ledger, say it’s “the US or no IPO”. However, with some big listings in the pipeline, dealmakers are confident Europe’s IPO market can bounce back later this year.
- The European Commission has set a legally binding target to reduce greenhouse gas emissions by 90% by 2040 compared to 1990 levels. The EU has vowed to become climate-neutral by 2050, and it is on track to meet its 2030 goal, but an intermediate goal was missing. Despite leading businesses calling for a bold strategy, lawmakers felt compelled to offer some leeway to companies amid a backlash against green policies. From 2036, the EU will allow 3 percentage points of the target to be achieved through carbon offsets, the act of compensating for emissions as opposed to reducing them.
- People undergoing in vitro fertilisation treatment (IVF) should be entitled to work leave, the campaign group Fertility Matters At Work has said. The organisation published a survey of over 1,000 UK workers that shows that 38% of those receiving IVF had quit their jobs or considered quitting due to the physical and emotional toll. Nearly all (99%) said their mental wellbeing was affected, and 87% reported anxiety or depression. While some employers offer paid leave, IVF is still not legally recognised as a medical procedure in many countries, including the UK – unlike in Malta, where legal leave is granted.
CXM news stories
Here’s the full news stories that CXM have reported on in the past week. Learn all about the latest news in customer experience, from online shopping to disability awareness and using artificial intelligence in restaurants.
Business Grads vs. Economic Uncertainty: Who’s Coming Out on Top?
Despite a backdrop of economic pressures, including inflation, recession concerns, and political uncertainty, business school graduates have strong reason to remain optimistic about their career prospects. A new global survey from the Graduate Management Admission Council (GMAC) highlights how the rapid rise of artificial intelligence (AI) is reshaping employer expectations and reinforcing the value of a graduate business education.
According to the survey, today’s employers continue to place high importance on strategic thinking and problem-solving—the very skills at the heart of most MBA programs. AI competency has climbed the ranks of employer priorities. Many businesses now see familiarity with AI tools as one of the most valuable capabilities for the future, signalling a notable shift in the modern workplace skill set.
“As AI becomes more integral in a company’s decision-making and strategy development, employers continue to turn to business school graduates for their versatility and strategic thinking, along with growing appreciation for their ability to innovate and navigate the challenges and opportunities of technological disruption,” says Joy Jones, CEO at GMAC. “
The report reveals nearly universal employer confidence in business education—an astounding 99% of global employers believe business schools are effectively preparing graduates for success. Two-thirds also say the competencies gained from a graduate business degree are now more critical than ever, particularly as digital transformation accelerates.
Human Skills Are Still on Top
While AI and tech skills are on the rise, “human” skills aren’t going anywhere. More than half of the employers surveyed pointed to strong communication, emotional intelligence, and adaptability as essential traits when evaluating candidates, highlighting a growing need for leaders who can balance technological fluency with interpersonal finesse.
Interestingly, tech industry employers were the most enthusiastic about the value of business education in flexible or remote work environments. Over half of them (55%) emphasised that business school skills are even more important now in companies using hybrid or fully remote setups. Furthermore, 57% of tech recruiters viewed graduates of online or hybrid programs as equally valuable as those from traditional in-person formats, reflecting an openness to digital learning pathways.
In addition, 76% of global employers plan to hire the same or more MBA grads in 2025 than they did in 2024, with 90% saying they specifically intend to bring on MBA talent, outpacing hiring intentions for bachelor’s degree holders or lateral hires from other organisations. The enduring appeal of generalist business degrees suggests that well-rounded leadership, adaptable thinking, and strategic agility remain in high demand.