September 12, 2025
This Week in CX: AI Gets Personal, Fashion Goes Digital
Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.
This week, we explored how brands and tech leaders are redefining customer experience—from 8×8’s human-first take on AI, to Zoom’s move into cars, and Ralph Lauren’s launch of a digital stylist blending fashion with AI.
We’re also discussing new updates from Apple, Google, and more.
Key news
- The new iPhone 17 Air may have stolen the headlines at Apple’s product launch event Tuesday, but the company also debuted the AirPods Pro 3, which will feature live, in-ear translation. The new earbuds, along with the AirPods Pro 2 and AirPods 4, will employ Apple Intelligence to detect nearby speakers and instantly translate English, French, German, Portuguese and Spanish, with more languages promised by the end of the year. The third-generation AirPods Pro will also feature a heart-rate sensor, fitness tracking and improved noise cancellation.
- Europe needs a competitive economy, a leading role in technology and strong security forces to stay in control of its own destiny, European Commission president Ursula von der Leyen said in her State of the European Union address on Wednesday. Striking new trade deals and removing obstacles in the EU’s single market remain top priorities, as does the creation of the Savings and Investments Union that should give European firms easier access to capital. The EU will also seek greater autonomy in the fields of energy and defence, von der Leyen said.
- Google must share search data with rivals and is barred from exclusive deals to be the default search engine on devices and browsers, a US judge ruled in a landmark antitrust case — but it does not have to sell off its Chrome browser or Android operating system. The search giant also can still pay for placement, with restrictions. US government regulators had been advocating for a breakup of the company after the judge ruled last year that Google had an illegal monopoly in online search.
CXM news stories
Here’s the full news stories that CXM have reported on in the past week. Learn all about the latest news around Zoom’s new partnership, Ralph Lauren’s AI robot, and the use of AI at work.
Holiday Shoppers Value Certainty, Trust, and Flexibility Above All
Radial has released its annual Peak Season Consumer Survey, revealing that today’s holiday shoppers are focused less on discounts and more on reliability, transparency, and confidence in the shopping journey.
“This holiday peak season, consumers aren’t just buying products, they’re buying confidence,” said Tom Schmitt, CEO of Radial. “Brands and retailers who stand out this season will be the ones who can scale quickly, fulfil and deliver with reliability, and eliminate friction at every step of the click to delivery experience. Meeting demands around speed, transparency, and responsiveness isn’t a nice-to-have anymore; it’s the foundation for long-term loyalty.”
Certainty is the New Currency
Fast shipping has shifted from a competitive advantage to a baseline expectation. The share of consumers expecting 2–3-day delivery jumped from 19% in 2023 to 30% in 2025, while tolerance for week-long waits continues to shrink. Notably, 66% of shoppers say they’d sacrifice a 5% discount for guaranteed delivery, with younger shoppers prioritising certainty even over deeper discounts.
Shoppers no longer take urgency-driven marketing at face value. While 74% trust shipping claims like “delivers in 1–2 days,” fewer than half trust scarcity messages. Instead, consumers value reassurance after purchase: real-time tracking, easy returns, and proactive updates. Nearly half of shoppers abandon carts due to poor checkout experiences, missing payment options, or security concerns, making seamless, trustworthy service as critical as product selection.
Flexibility is Now Expected
Economic pressures remain, with 58% of consumers planning to tighten holiday budgets. Still, many are buying earlier to avoid disruptions, seeking deals, and exploring alternatives like local boutiques and marketplaces alongside dominant players like Amazon and Target. Flexibility in payment and delivery options has become a baseline expectation, not a perk.
Success will belong to those who deliver confidence: fast and predictable fulfilment, transparent communication, secure checkout, and service that builds trust at every touchpoint.
