November 21, 2025
This Week in CX: Insight That Could Change Your 2026 Plans
Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.
This week, we explored how London Luton Airport is expanding career pathways for the next generation, examined the growing concerns around an AI bubble and its impact on the CX market, and uncovered what happens when insight finally moves off the shelf.
We are also discussing updates from McKinsey, Experian, and more.
Key news
- How do fashion leaders feel about their industry at the moment? Not very upbeat, according to the State of Fashion report published by McKinsey and The Business of Fashion. Tariffs have emerged as the biggest challenge dragging the sector down, with 46% of fashion executives expecting conditions to get worse in 2026. The report also found that the market for second-hand items keeps growing, luxury brands rely less on price-led growth and AI-assisted shopping is leading to more positive shopping experiences.
- The EU has launched antitrust investigations into Amazon and Microsoft, LinkedIn’s parent company, to assess whether their cloud services – Amazon Web Services (AWS) and Azure – should be designated as gatekeepers under the Digital Markets Act. Although neither meets the typical thresholds for company size, user reach or market standing, regulators will examine if they still fall within the law’s scope. The commission aims to conclude its review within 12 months. The inquiry follows a UK review that recommended classifying AWS and Azure as holding significant market power under its platform regulations.
- The European Commission has proposed delaying several rules under its stricter AI Act to December 2027, rather than August 2026. The measures cover high-risk uses of AI, including biometric identification, road traffic systems, utilities management, job applications and exams, health services, credit assessments and law enforcement. The so-called Digital Omnibus, or simplification package, still requires approval from the European Parliament and Council. It also includes changes to the General Data Protection Regulation that would allow Google, Meta, OpenAI and other tech firms to use Europeans’ personal data to train their AI models.
CXM news stories
Here’s the full news stories that CXM have reported on in the past week. Discover the latest news on the role of AI in every part of a consumer’s life, from flexible payments, to market research, and more.
AI Is Becoming Your Personal Elf This Holiday Season
This holiday season, shoppers are turning to artificial intelligence (AI) to make their gift-buying experience smoother, more enjoyable, and potentially more budget-friendly. According to a national consumer survey by Experian, 58% of respondents who have used AI reported a significant impact on how they plan and shop for the holidays.
AI is increasingly acting as a personal holiday assistant. Nearly two-thirds (63%) of consumers surveyed are open to using AI tools to make the shopping process easier and more festive. The most popular uses include finding the best deals (40%) and spotting sales (38%), helping shoppers stretch their budgets without missing out on meaningful gifts. Among younger shoppers, Gen Z leads adoption, with 18% having used AI for holiday planning—almost double the rate of the general population (10%). Those who have used AI overwhelmingly report positive experiences: 86% say it makes shopping easier, while 76% say it makes the process more enjoyable.
Financial Stress Is Still Present
Over half (52%) of consumers feel pressure on their finances during the holiday season, and inflation continues to influence spending decisions for 69% of shoppers. To manage this, many are proactively planning their finances by setting aside funds for gifts (56%), tightening their budgets (45%), or taking steps to improve their credit (25%, including assessing credit cards and 22% improving their credit score). Gen Z is particularly motivated, with 87% seeking ways to strengthen their financial position in preparation for holiday shopping.
Rod Griffin, Experian’s senior director of Consumer Education and Advocacy, notes, “The holidays are often filled with joy, but they can also bring financial stress that lingers well into the new year. That’s why it’s so important for consumers to turn to trusted resources that support their entire financial journey. With the right tools, including AI, consumers can feel more confident and in control.”
With AI helping consumers navigate budgets, credit, and expenses, holiday shopping can be less stressful and more rewarding. From uncovering savings to identifying smart spending strategies, technology is transforming how shoppers plan, purchase, and enjoy the season, bringing a little more cheer to everyone’s holiday.
