August 15, 2025
This Week in CX: Trends, Trust, and Tech You Need to Know
Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.
This week, we explored how retail is fixing mobile customer service, Gen Z and Millennials’ big summer travel plans, the impact of trust on banking choices, and the early signs of an AI backlash.
We’re also discussing new updates from Ikea, Sifted, and The Wall Street Journal.
Key news
- Jesper Brodin has announced he will step down as CEO and president of Ingka Group, which operates the majority of Ikea stores worldwide, after eight years in the role and 30 years at the company. He will be succeeded in November by Juvencio Maeztu, current deputy CEO and long-time Ikea veteran. In a LinkedIn post, Brodin acknowledged the decision was difficult but said he believed “this is a good time”.
- European professionals working in the field of artificial intelligence are in an enviable position now that tech companies are on a hiring spree and willing to pay highly lucrative salaries to attract talent. US startup Anthropic is offering new hires up to £340,000 (almost €400,000) as it seeks to recruit 100 people across the region. As the AI talent war heats up, with companies such as Meta paying as much as $200m in wages to poach workers from rivals, US tech firms are turning to Europe, where world-leading researchers can be snapped up “for a fraction of the cost”, according to Sifted.
- Rolls-Royce CEO Tufan Erginbilgic says the company’s plan to power artificial intelligence using its nuclear reactors could position it as the most valuable firm in the UK. Rolls-Royce, which has signed agreements to supply small modular reactors (SMRs) to the British and Czech governments, already provides reactors for dozens of nuclear submarines. In an interview with BBC News, Erginbilgic said the company holds an edge in bringing that technology to land-based applications. The strategy emerges amid concern over AI’s energy demands and its environmental impact.
- Carmakers worldwide have already lost nearly $12bn (€10.3bn; £8.9bn) as a result of higher US duties on imports, according to The Wall Street Journal, and those losses are poised to multiply. New tariffs cut Toyota’s operating profit by about $3bn, the company said. Through its fiscal year ending next March, Toyota expects tariffs to dent its net profit by 44%. Likewise, net profit across the world’s 10 largest automakers, excluding those in China, is now forecast to decrease by about a quarter in 2025.
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 Gen’z’ way of spending money, broken links in retail, and AI backclash.
Gen Z Leads a New Era of Money Positivity
A recent study from Raisin’s Summer Savings Series suggests that Gen Z is redefining how Americans approach saving money, and they may be doing it better than previous generations. From #moneytok trends to the rise of financial influencers, Gen Z is embracing open conversations about money. According to the study, 83% of Gen Z are comfortable discussing savings with friends and family, compared to only 51% of Boomers.
Shana Hennigan, Chief Business Officer, US, of Raisin, comments, “The more we can talk about our money, the more likely it is we can learn from each other and understand how to save better.”
The research found that Gen Z not only feels positive about saving but also demonstrates a unique mindset that distinguishes them from other generations. Around 82% of Gen Z report feeling good about how much they save, compared with 67% of Millennials, 61% of Gen X, and 64% of Boomers. Over half of Gen Z also report confidence in their financial future, with 58% saying that because they earn well or have strong earning potential, they don’t feel pressured to save heavily right now.
This combination of optimism and financial security makes them the most emotionally satisfied generation, with 65% feeling secure and 60% feeling smart about their saving habits.
Generational Differences
In contrast, older generations face different challenges that affect their financial mindset. Gen X carries the heaviest monthly credit card burdens, with 38% maintaining balances, making them the most stressed about debt. Millennials are juggling multiple financial responsibilities, from paying down debt (43%) to covering children’s expenses (34%) and education costs (29%), which also contributes to higher stress levels around money.
Boomers, while well-prepared for emergencies, 76% prioritise saving for unexpected costs, tend to be less optimistic about their future finances, with only 4% feeling confident. While older generations contend with accumulated financial pressures, Gen Z’s openness, optimism, and emotional satisfaction suggest a new, positive trajectory for savings culture.
