Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.
This week, we’ve explored the state of mobile app accessibility and the urgent need for improvement, the rising expectations around video content, and how AI is reshaping predictive marketing.
We’re also discussing new updates from Barclays, Lyft, and more.
Key news
- More than 70% of the British public back a “Buy British” campaign, according to a new report by Barclays. Two-thirds of Brits are concerned that the 10% tariff imposed on the UK by US president Trump will make imported products more expensive, and two in five are already looking for UK-made alternatives to items they regularly buy. A campaign to “boycott” American-made products because of Trump’s trade tariffs has already gained traction in Europe. Last month, 90 European companies including Airbus signed a letter calling for “strategic autonomy” in Europe.
- Lyft is buying European taxi app FreeNow from BMW and Mercedes-Benz for €175m (£150m), the US ride-hailing giant announced on Wednesday. The deal, which marks Lyft’s first acquisition in Europe, is expected to close towards the end of 2025. Together, the two companies will serve more than 50 million customers a year. Lyft’s European expansion could be a tough one, however, with fierce competition from Bolt and Gett in Europe’s highly competitive market, while Uber has already been active in the UK for more than a decade.
- ASML received fewer orders for its chipmaking machines in the first quarter than markets had been expecting. Even though bookings came in at €3.9bn (£3.4bn), almost €1bn lower than analysts had forecast, the company did not change its revenue guidance for the full year. At the same time, CEO Christophe Fouquet warned that US tariffs were creating uncertainty for the semiconductor industry that could impact market demand. The Netherlands-based firm is the exclusive supplier of equipment for chipmakers such as TSMC, Intel and Samsung.
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 accessibility, the need for video content from brands, and the transformation of predictive marketing.
AI to redefine product information systems as experience takes centre stage
Traditional product information management (PIM) systems are rapidly evolving. According to new research from the Information Services Group (ISG), these systems will become AI-driven product experience management (PXM) platforms within two years. As companies strive to create more intelligent, seamless product experiences across every channel, the shift from managing information to enhancing experience is underway.
With consumers engaging across multiple digital touchpoints, businesses require tools beyond static product details. By 2027, PIM will fully evolve into PXM—platforms that integrate AI, analytics, and automation to deliver smarter, more dynamic product experiences.
“Achieving the best possible outcomes from product investments requires the digital re-engineering of product processes and the use of modern software,” said Mark Smith, partner and chief software analyst, ISG Software Research. “For the first time, our research enables enterprises to assess and select the product management software they need to be successful.”
Many organisations still juggle fragmented data from five or more sources, often relying on spreadsheets or outdated tools. This makes it difficult to maintain a consistent and reliable product record. PXM platforms offer a solution by running intelligent, continuous processes that leverage AI and machine learning to unify and enrich product data across channels.
Retailers, in particular, are feeling the pressure. The ISG report notes that many rely on disconnected systems and lack a single source of truth, making product content management inefficient. PXM tools can help streamline this, but success depends on new software, improved processes, and better data quality.