Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.
This week, we’ve explored how AI agents are posing new identity security risks, the fallout from Adidas’s customer data breach via a third-party vendor, and the growing mistrust in the influencer economy.
We’re also discussing new updates from Stellantis, Airbnb, and more.
Key news
- Stellantis has appointed its North American chief Antonio Filosa as its new CEO. Filosa, who previously headed its Jeep brand, will be spearheading the company’s turnaround efforts following sluggish sales in Europe and the US. Starting 23 June, he will become the permanent successor of Carlos Taveres, the former chief who resigned in December after a sharp drop in profits and sales. Stellantis, the world’s fourth-biggest car company with brands including Peugeot, Citroën and Alfa Romeo, suspended its full-year guidance last month due to uncertainty around US tariffs.
- The U.S. Court of International Trade ruled that the White House overstepped its authority when it implemented wide-ranging global tariffs earlier this year. According to the Wednesday ruling, the International Emergency Economic Powers Act, which the Trump administration invoked to impose many of the new tariffs, does not give the president the authority to skirt Congress’s role in regulating international commerce. The White House said it will appeal the decision.
- Airbnb is teaming up with Lollapalooza to offer festivalgoers unique fan experiences in cities around the world. Starting in July, the duo will debut experiences such as tutorials on concert photography and tours led by festival directors, plus access to exclusive on-site Airbnb lounges. Fans frequently travel from afar to Lollapalooza festivals, Airbnb says, noting that 75% of Lollapalooza attendees in Berlin come from outside the host city. Earlier this month, Airbnb made new, hotel-style amenities available to users in a redesigned app.
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 data breaches, the negative side of AI agents, and the spending habits of the US generations.
North American consumers shift away from U.S. grocery products amid tariff tensions
According to the latest dunnhumby Consumer Trends Tracker (CTT), many Canadian and Mexican consumers are planning to cut back on purchasing U.S. grocery products in 2025. Specifically, 71% of Canadians and 43% of Mexicans indicated they intend to reduce such purchases. This shift in consumer sentiment is especially impactful given that Canada and Mexico are the United States’ top agricultural trade partners.
In 2024, the U.S. exported $58 billion in agricultural goods to these two countries—accounting for 33% of total exports—and imported $90 billion from them, making up 42% of all agricultural imports, according to USDA data.
“Canadians and Latin Americans are shifting their shopping behaviour to spend their money where their values align. That has implications for all brands and retailers as they need to truly understand their customers to make sure they are living up to the standards expected of them,” said Matt O’Grady, President of the Americas, dunnhumby.
Tariffs were identified as the leading factor by 84% of Canadians, 79% of Brazilians, 78% of Chileans, 77% of Mexicans, and 76% of Colombians. Political tensions with the U.S. were the second most frequently cited reason.
Retail data
U.S. mass retail and chain stores in Canada experienced a 3% drop in sales penetration since December 2024, representing a loss of roughly 500,000 Canadian households. In contrast, Canadian national discount and mass-market retailers saw a 3% gain.
Around a quarter of Canadians and Latin Americans who are now buying fewer U.S. products believe this change will be permanent, which for Canada alone could shift $15 to $20 billion in annual grocery spending.
Interestingly, while protectionist attitudes are rising across Canada and Latin America, U.S. consumers show little inclination to retaliate. Only 21% plan to reduce purchases from China, despite the U.S. importing less than 5% of its food from there. Domestic buying sentiment has grown in most countries except the U.S., where only 30% support buying more from home. Meanwhile, both Canadian and U.S. consumers are increasingly turning to discount and dollar stores, driven by economic concerns, although major shifts in spending habits have yet to be seen.