Zendesk’s integration of OpenAI’s GPT-5 into its customer service stack has resulted in 30% faster response times, 95% reliability, and resolution of up to 90% of tickets in some cases, per VentureBeat. Fewer handoffs, quicker response time, and higher reliability are wins for both brands and customers. But there’s a catch—over-reliance on automation risks alienating users who still want a human touch when problems get tricky. For CMOs, lean into AI for speed and scale, but keep people in the loop to protect trust and brand experience.

PNC Financial is on track to buy FirstBank for $4.1 billion. The deal would give PNC a significant presence in Colorado and Arizona, per AP News. Mergers and acquisitions (M&As) are reshaping US banking, with this deal following larger ones that reset what financial institutions expect federal regulators to approve. But all of these M&As show that large banks are scaling up to better compete with giants like JPMorgan and Bank of America. This consolidation among super-regional banks clearly signals that the regulatory environment is favorable for such moves. And we expect more of these types of deals in the near future.

Robinhood is having an incredibly high-growth year after reaching profitability in 2024, per ABC News. That’s because it’s regularly rolling out new products that are appealing to consumers. Some of the risks that Robinhood is taking are boosting its profitability, while others are causing regulatory headaches or legal battles. However, each new launch drives more traffic toward its all-in-one app, improving customer acquisition efforts. For example, new customers who want to try sports betting may stay for the cash delivery service or crypto products. While some products may not always succeed, the fintech’s strategy to keep trying new approaches could still land it with a growing super-app.

National Credit Union Administration's (NCUA’s) Q2 2025 report shows that US credit unions have successfully implemented growth and customer acquisition strategies over the last four quarters. As we covered in our “Community Bank and Credit Union Trend 2025” report, the industry has had no shortage of challenges, including difficulty acquiring and resonating with younger customers. But a 2.8 million member increase, potentially across various age groups,means their digital innovation strategies are working. To continue this trend, credit unions must maintain their level of digital investment while continuing to prioritize the human touch they’re known for. This is particularly important if they’re growing quickly through mergers and acquisitions.

Higher-income shoppers are driving higher return rates in 2025, with a 5.3% rate compared to 3.7% for lower-income consumers, according to Bank of America data. Analysts suggest this stems from wealthier buyers’ heavier discretionary spending, speculative purchases, and even wardrobing to test styles. Fraud is also a factor, with one in four higher-income shoppers engaging in first-party fraud during the holidays versus just 11% of lower-income peers. While retailers often look to affluent consumers for growth, their elevated returns create added costs, pushing companies toward AR try-on tools and stronger fraud detection instead of stricter policies.

The internet is now a near-constant presence for many adults—but adoption remains uneven. A median 28% of adults globally report being online “almost constantly,” per a Pew Research Center survey across 24 countries. This access creates fertile ground for advertisers. Always-on consumers deliver more touchpoints for engagement, more data for personalization, and more chances to convert browsing into buying. But more access doesn’t guarantee more impact. The challenge is finding the best way forward, through mixed formats, short videos, interactive polls, and native ads—so users stay engaged without feeling bombarded.