Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.
This week, we’ve explored the rise in e-commerce AI spending, shifts in 2025 corporate travel plans, and how AI is enhancing—not replacing—human roles.
We’re also discussing new updates from ECDC, Apple, Gartner, and more.
Key news
- The EU has fined Apple and Meta for breaching the Digital Markets Act, which was designed to keep big tech’s power in check. Apple must pay €500m (£429m) for pushing users to take out subscriptions through its app store. Meta, the parent company of Facebook, was fined €200m (£172m) for forcing users to pay for an ad-free experience or consent to data tracking. The tech giants were also ordered to make changes to their services. The fines come amid EU-US trade talks. Apple said it would appeal the ruling.
- The EU is not on track to meet official targets set to eliminate preventable infectious diseases such as HIV, hepatitis and sexually transmitted infections (STIs), according to a new report by the European Centre for Disease Prevention and Control (ECDC). Regional health authorities warned that most countries are at risk of not reaching their goals by 2030, calling for an increase in public health investments. The diseases cause nearly 57,000 deaths every year among the ECDC’s members – EU states plus Iceland, Liechtenstein, and Norway.
- Vinted, the online secondhand marketplace, has signed a deal with parcel locker firm InPost to handle its deliveries in Poland, the UK, France, Belgium, the Netherlands, Italy, Portugal, and Spain until the end of 2027. InPost announced last week that it had acquired UK courier Yodel to strengthen its position as the third-largest independent logistics company in Britain.
CXM news stories
Here’s the full news stories that CXM have reported on in the past week. Learn all about the latest e-commerce news, the role of AI in customer service, and corporate travel.
CEOs say cybersecurity is now a catalyst for business growth
A recent global survey by Gartner reveals that 85% of CEOs now consider cybersecurity essential to driving business growth—a clear signal that digital risk management is no longer just a technical concern but a strategic priority.
The Gartner CEO and Senior Business Executive Survey, conducted between June and November 2024 and involving 456 leaders worldwide, highlights a growing urgency around digital threats. 61% of CEOs expressed deep concern about cybersecurity risks, amplified by AI’s rapid integration into core business operations and ongoing debates over the ethics and sourcing of advanced technologies.
“Cybersecurity is no longer just about protection; it’s a critical driver for business growth,” said David Furlonger, distinguished vice president analyst and Gartner Fellow. “With 85% of CEOs recognising its importance, security leaders have a unique opportunity to demonstrate the value of cybersecurity investments not only in safeguarding assets but also in enabling strategic business objectives.
Cybersecurity is no longer seen as a protective barrier—it’s becoming a growth enabler. As companies navigate evolving regulations and mounting cyber threats, leaders also recognise the direct impact of strong cybersecurity capabilities on maintaining competitiveness and unlocking new opportunities.
These shifting views influence how CEOs set priorities, allocate resources, and evaluate partnerships in the digital space. In addition, with increasing stakes, cybersecurity is earning a central spot in executive boardrooms and growth strategies for 2025 and beyond.