Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.
This week, we’re exploring the latest shifts in customer experience, from the rise of digital wallets and AI-driven banking to the impact of emerging technologies like deepfakes and social media trends.
We’re also discussing new updates from Gartner, the European Commission, and more.
Key news
- US tariffs on EU goods “will not go unanswered”, said European Commission president Ursula von der Leyen on Tuesday, responding to a proposed 25% tax on steel and aluminium imports. EU trade commissioner Maroš Šefčovič warned of “firm and proportionate” countermeasures, calling tariffs a “lose-lose scenario”. Meanwhile, trade body UK Steel criticised Trump for taking “a sledgehammer to free trade”, though the UK government said it would not immediately respond to the tariffs. Trump stated he would impose reciprocal tariffs on countries taxing US imports over the next two days.
- Gold futures have reached record highs as intensifying geopolitical and economic uncertainty drives interest in the precious metal. The price spike follows record demand in 2024, with the World Gold Council noting how central banks have been acquiring gold at an “eye-watering pace”. In the fourth quarter, gold purchases reached a record $111bn (€108bn; £90bn). However, rising prices have led to a drop in demand for gold jewellery.
- More than 60 major European companies have committed to a project designed to boost the continent’s competitiveness in the age of artificial intelligence (AI). The “EU AI Champions Initiative” has secured €150bn (£125bn) in funding over the next five years, venture capital firm General Catalyst announced at the start of the two-day “AI Action Summit” in Paris. Meanwhile, French President Emmanuel Macron revealed that investors will inject €109bn (£91bn) into AI projects in France, describing the investment as “the equivalent for France of what the US has announced with ‘Stargate'”, referring to OpenAI’s $500bn plan.
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 the CX crisis in banking, as well as how much people are willing to spend this Valentine’s Day.
How can leaders secure data without slowing business growth?
A recent Gartner survey highlights a major challenge for security and risk management leaders: only 14% effectively secure data assets while enabling business growth. While 35% focus primarily on security and 21% on leveraging data for business success, only a small fraction manages to achieve both.
This gap exposes organisations to cyber threats, regulatory penalties, and operational inefficiencies that can weaken their competitive edge and stakeholder trust.
“With only 14% of SRM leaders able to secure their data while supporting business goals, many organizations can face increased vulnerability to cyber threats, regulatory penalties, and operational inefficiencies, ultimately risking their competitive edge and stakeholder trust,” said Nathan Parks, Sr Specialist, Research at Gartner.
Reducing governance friction
Organizations should collaborate with end users to co-develop security standards rather than imposing rigid security policies that slow down operations. Incorporating their feedback ensures governance frameworks that support business processes instead of obstructing them.
In addition, Gartner emphasises the importance of cross-departmental collaboration. Aligning security efforts with compliance, IT, and legal teams helps identify redundancies and streamline governance, reducing inefficiencies that could otherwise delay business initiatives.
Establishing clear, non-negotiable security requirements
While adaptability is valuable, specific security measures must remain strictly enforced, particularly when addressing new and emerging risks. Clearly defined standards ensure that sensitive data is handled responsibly across business teams. With the rise of Generative AI, setting guardrails for AI experimentation is equally essential. Organisations must define decision-making frameworks to determine when to pause, modify, or discontinue AI tools.
This approach enables businesses to explore AI-driven opportunities while maintaining security and ethical integrity.
Gaining executive buy-in for security initiatives
By working closely with data and analytics teams, security leaders can align their initiatives with broader business goals. Securing top-level support ensures that data protection strategies receive the necessary resources and prioritisation.