Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.
This week, we’ve been looking at the latest research in employment choices, the effect of online reviews and shopping preferences.
We’re also discussing new updates from Wimbledon, Google, hiring policies, and more.
Key news
- UK businesses have put the brakes on hiring recently, a new KPMG and the Recruitment & Employment Confederation (REC) survey reveals. The report shows a continued decline in permanent job placements for September, extending a two-year slowdown. Firms are hesitating on recruitment and awaiting clarity on tax and business policies from the upcoming budget, reports the Financial Times. The hiring freeze has hit retail, construction and tech sectors hardest, with only healthcare seeing growth. This trend aligns with falling consumer confidence, as reported in a separate recent survey.
- The world’s oldest Grand Slam tennis tournament is getting a modern makeover. Starting in 2025, Wimbledon will replace about 300 line judges with artificial intelligence-fuelled line calling, ending 147 years of human “out” and “fault” calls, The Times reports. The decision follows similar moves by the Australian Open and US Open, both of which only have chair umpires on court.
- The US Department of Justice (DoJ) announced this week that it is considering whether to ask a judge to force Google to sell off parts of its business in what would be a historic breakup of one of the world’s largest firms. The DoJ said in a court filing that Google could be forced to meet “structural requirements” that prevent it from maintaining its internet search “monopoly”. The 32-page document lays out a framework of possible options for the judge to consider as the case transitions to the remedy phase. Google said the DoJ’s proposals are “radical” and warned that it would have “significant unintended consequences for consumers, businesses and American competitiveness.” This is not the first time the tech giant has faced antitrust accusation. Regulators in Europe threatened to break up Google last year.
CXM news stories
Here’s the full news stories that CXM have reported on in the past week. Learn all about the latest research in consumer preferences, standards, and attitudes to AI usage.
Grocers roll back prices on essential items as inflation nudges up
UK grocery prices nudged up 2% in the four weeks to September 29, up from 1.7% the previous month, according to the latest data from the Kantar grocery market share.
In that time, Kantar found that grocery sales also jumped by 2%.
With many consumers looking ahead to the Autumn Budget with some dread, Kantar found that sales of promoted items climbed 7.4% in September, as households continued to manage their finances.
By comparison, full-price sales only inched up 0.3% in the period, as grocers continued to roll back prices on essential items to compete for wary consumer spending.
Despite consumers being wary about the UK’s economic situation, Kantar found that they were still gearing up to spend on Halloween.
Employment Rights Bill: Fair Work Agency will operate from late 2026
A new Fair Work Agency is to be established to enforce rights such as holiday pay and support employers looking for guidance on how to comply with the law.
The agency will bring together existing enforcement bodies the Gangmasters and Labour Abuse Authority, the unit that polices the National Minimum Wage and the Employment Agency Standards Inspectorate.
The creation of a single agency builds on a recommendation made by Matthew Taylor in his Review of Modern Working Practices in 2017.
Officers at the new agency will have inspection powers and will be able to enforce new penalties for those who breach employee rights – such as failure to pay holiday remuneration from day one of sickness and failure to pay a minimum wage. It will also have a role as a listening post for whistleblowers.
Its powers will not be limited to the measures set out in the Employment Rights Bill but will also enforce current rights including the national minimum wage and certain aspects of the Modern Slavery Act.
The Bill will apply in England, Wales and Scotland. Northern Ireland has had its own employment laws since they were devolved after a law passed in 1998 by the Northern Ireland Assembly.