July 18, 2025
This Week in CX: AI Phishing, Impulse Buys & the Frustration Economy
Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.
This week, we’ve explored how Gulf brands are using AI to slash costs while boosting CX, why mobile users are hitting their limit in the frustration economy, and what’s driving impulse buys in 2025.
We’re also discussing new updates from Stellantis, Sensormatic Solutions, and more.
Key news
- The 2025 Uefa Women’s Championship is giving host country Switzerland an economic boost, first-week data shows. Visitor numbers are up 12% year-on-year, led by travellers from Germany, Poland and the Netherlands (+25%), and followed by fans from the UK (+20%), Italy (+15) and France (+10%). Consumer spending — from restaurants to retailers — jumped 27% across host cities including Basel, Bern, Geneva, and Zurich. The group stage alone drew nearly half a million fans, with 22 of the 24 matches sold out, setting new attendance records.
- France’s prime minister, François Bayrou, has proposed eliminating two public holidays, among other measures, in an effort to reduce the country’s growing deficit. Bayrou says the entire nation has to “work more” to stimulate economic activity. He suggested scrapping Easter Monday and 8 May, when France commemorates the end of the Second World War in Europe, although he indicated he was open to alternatives. France currently observes 11 public holidays each year. Bayrou has also proposed freezing most public spending as part of his €44bn budget squeeze.
- Stellantis, the parent company of Peugeot, Fiat, Opel and Jeep, has announced it is ending its hydrogen fuel cell programme. The group cited limited hydrogen refuelling infrastructure, high costs and flat sales as key reasons behind the decision. It will now focus its resources on electric and hybrid passenger and light commercial vehicles, complying with stricter EU emissions limits. Stellantis had previously cancelled its hydrogen plans for the UK. With this move, only a few major carmakers – such as BMW, Toyota, and Hyundai – continue investing in hydrogen-powered vehicles.
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 mobile users and their frustrations, impulse shopping in 2025, and the issues with AI phishing.
Back-to-School Shoppers Are Back in Stores, But Their Budgets Are Tighter Than Ever
As families gear up for the 2025 back-to-school season, Sensormatic Solutions has released new consumer research that paints a clear picture of this year’s shopping trends: shoppers are returning to physical stores, but with tighter budgets and higher expectations.
According to the 2025 U.S. Back-to-School Consumer Sentiment Survey, a significant 70% of shoppers plan to visit brick-and-mortar stores for their back-to-school purchases. The appeal of in-person shopping remains strong, especially as consumers look to evaluate products firsthand and take advantage of store-specific promotions. But this year, they’re also blending convenience with cost control—46% plan to use buy online, pick up in store (BOPIS) services, a jump from last year’s 43%, and now higher than the 38% who prefer home delivery.
“High interest for in-store shopping and pickup options indicates consumers’ appreciation for the unique benefits brick-and-mortar retail has to offer, especially during peak traffic periods like the back-to-school shopping season,” said Grant Gustafson, head of retail consulting and analytics at Sensormatic Solutions. “In-store and curbside pickup options present shoppers a chance to get the best of both worlds: the convenience that comes with online ordering and the immediacy of in-store visits. Retailers who prioritize flawless omnichannel execution this summer are likely to be customer favorites.”
Early Start, Tighter Budgets
The shopping season will ramp up primarily in August (39%), followed closely by July (34%), with nearly half (48%) of shoppers saying they’ll start early. The reason? Concerns over product availability and supply chain issues. These anxieties are shaping not only when people shop, but also how much they plan to spend.
Price remains the #1 factor. A full 76% of respondents said cost will directly impact their shopping behaviour, and 63% plan to spend less than they did in 2024. In-store promotions still hold sway—34% say promotions’ll influence them, while over half (54%) will seek out discount or secondhand options to stretch their budgets further.
What Shoppers Want (and Fear)
Beyond price, product availability is a major concern. As many as 65% of consumers cited supply chain disruptions as a key factor in their experience, and 55% say out-of-stock items are one of their biggest anticipated frustrations. For the 46% using BOPIS, speed matters—36% cited same-day pickup as a critical benefit, suggesting the demand for both immediacy and convenience is growing.
In terms of spending categories, the usual suspects remain top priorities:
- Apparel (69%)
- Shoes (53%)
- School supplies (43%)
In-Store Expectations Are Higher
As much as consumers are heading into stores, they’re doing so with higher expectations for efficiency and comfort. 44% want a safe, clean shopping environment, 30% are influenced by proximity, and 26% prioritise checkout speed.
But challenges remain. Large crowds (43%), lack of time (33%), and long checkout lines (25%) are among the top deterrents to the in-store experience. And while shoppers still value human interaction, 49% said they prefer to speak with associates only when necessary, up from 45% just last year. This reflects a growing desire for independence, speed, and frictionless retail experiences.
