October 17, 2025
This Week in CX: AI Risks, Workplace Safety, and Engagement Innovations
Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.
This week, we highlighted AI scams costing businesses millions, building psychological safety at work, and how voice-based AI could boost employee engagement.
We are also discussing updates from the OECD, Instagram, Bloomberg, and more.
Key news
- Artificial intelligence is reshaping classrooms, with one in three teachers now using AI in their work, a new report by the Organisation for Economic Co-operation and Development (OECD) found. The survey, which sampled nearly 300,000 teachers across 55 education systems in 2024, revealed that over two-thirds of AI users leverage the tools to create lesson plans or deepen their own learning. But nearly 30% said they needed more AI training – more than for any other professional development topic OECD surveyed. AI adoption was highest in the United Arab Emirates, Singapore and Australia, and lowest in France, Japan and Bulgaria.
- With parents and lawmakers scrutinizing both social media and AI chatbots for their potential harm to children, Instagram on Tuesday announced it will score tools based on their suitability for children, similar to rating systems applied for films. The changes, set to roll in the UK this year, followed by the rest of Europe early next year, will include interactions with the platform’s chatbots and limit exposure to profanity, mild violence and partial nudity. Also, accounts that share age-inappropriate material like links to alcohol won’t appear in teens’ feeds. Meanwhile, Spotify announced that parents in the US will be able to manage the accounts of their preteens.
- Apple plans to release high-end models of the iPad Pro, Vision Pro and MacBook Pro this week, Bloomberg reports, citing anonymous sources. The new devices will feature the iPhone maker’s next-generation M5 chip technology and are expected to be unveiled in an online announcement. Meanwhile, the tech giant continues to shift resources away from its Vision Pro headset and toward smart glasses, having determined that the latter may have broader mainstream appeal. Apple is also weighing adding health and camera features to its upcoming AirPods 5.
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 psychological safety at work, AI scams, and the role of voice-based AI interactions.
The Generational Power Shift: A $1 Trillion Recalibration of Consumer Influence
A new economic landscape is emerging, defined not just by age but by the unique life milestones and values of each generation. A Circana report, “The Aging Arc,” reveals that a massive transfer of consumer influence is underway, forcing brands to rethink their strategies to stay relevant.
The data shows that while Baby Boomers and Gen X currently hold the purse strings, accounting for a combined 65% of retail spending, their dominance is temporary. A historic wealth transfer is set to crown Millennials as the wealthiest generation in history. Meanwhile, Gen Alpha is already making its $1 trillion economic presence felt, emerging as the most digitally native cohort the world has ever seen.
“This isn’t a subtle change—it’s a fundamental recalibration of the market,” said Sally Lyons Wyatt, Global Executive Vice President and Chief Adviser for Circana. “To achieve growth, brands must move beyond demographics and understand the ‘why.’ Our research provides the blueprint for authentically engaging every generation, from Alpha to Boomers.”
The report defines each generation by its core purchasing driver: Gen Z seeks “identity,” Millennials invest in “lifestyle,” Gen X prioritises “functionality,” and Boomers value “comfort.” These personas translate directly into spending, with Gen Z fueling categories like video games and beauty, while Boomers focus on home improvement and pet care.
The call to action is urgent. By 2030, Gen Z and Millennials are projected to drive 60% of all retail sales growth. The brands that will succeed are those that start building genuine connections with these rising generations today.
