UK shoppers will purchase £4.8 billion ($6.1 billion) worth of secondhand products online this year, according to a report from the Centre for Economics and Business Research (CEBR) commissioned by Amazon. That’s up nearly 12% YoY, as consumers look for ways to shop that are easier on their budgets and the environment. Retailers that lack a robust resale or refurbishment strategy risk losing out. Platforms like Vinted, Depop, and Amazon are meeting rising consumer demand for more sustainable—and affordable—products. Establishing an official program can set new consumer expectations for retail while easing common fears about shopping secondhand, including concerns about item condition and seller trust.
The news: Salesforce’s Agentforce has handled over 1 million AI support chats from its customers in the past nine months, resolving 84% of queries and cutting customer support case volume by 5%. The impact on business? About 500 Salesforce support engineers were reassigned to higher-value service roles, per VentureBeat. Our take: For brands, the lesson is clear—automation alone won’t win loyalty. Build or refine AI that reflects a brand’s voice and emotional intelligence. Lean on clarity, empathy, and easy handoffs to humans to reinforce user experience, which in turns drives loyalty and satisfaction.
The news: OpenAI’s new “ChatGPT agent”, which started rolling out last week, goes beyond chatbots by acting as an autonomous “digital worker,” per TechCrunch. Available to OpenAI’s Pro, Team, and Enterprise subscribers for $200/month per user, the agent operates software, browses websites, fills out forms, and creates documents within a secure sandbox, potentially rivaling tools like Microsoft Office. Our take: As AI companies combine their models into autonomous tools, marketers, researchers, and pilots should test agents on repeatable, low-risk tasks like generating decks or summarizing reports. Exercise human oversight, track time saved, and evaluate ROI and output quality against legacy tools like Microsoft Office to determine if agents are a viable replacement.
Starbucks is taking a different approach to its much-hyped Pumpkin Spice Latte this year. Rather than pulling the launch forward, as it has done for the past several years, the drink will make its debut on August 26—four days later than in 2024, and the PSL’s latest launch date since 2022. Delaying the launch slightly could build excitement over Starbucks’ fall menu, and encourage customers to visit more often once the PSL hits stores. The move might also lift sales for Starbucks’ grocery assortment—especially given the current popularity of at-home coffee brewing—which could in turn help offset the company’s in-store softness. Still, the enduring popularity of the PSL alone won’t be enough to lift Starbucks out of its slump.
The strategy: Despite ongoing economic headwinds, Domino’s delivered solid Q2 growth across all income levels by doubling down on value and innovation—key pillars of its Hungry for More growth strategy. CEO Russell Weiner noted during the company’s earnings call that Domino’s has consistently gained about 1 percentage point of market share annually over the past decade—and sees ample opportunity to build on that momentum and further outpace rivals. Our take: Domino’s is proving that even in a challenging, price-sensitive environment, smart innovation and a sharp value proposition can drive growth across income cohorts. By blending crave-worthy new items like stuffed crust pizza with a more personalized loyalty experience and increased delivery flexibility, the brand is positioning itself to win market share from slower-moving rivals.
In today’s podcast episode, we explore the blurring of social media and streaming, focusing on how content from social media platforms like TikTok and Instagram is increasingly being consumed in the living room. We also discuss the significance of YouTube and whether streamers should be concerned about the rise of social media platforms. Join the conversation with Director of Reports Editing and host, Rahul Chadha, Vice President of Content, Paul Verna, and Senior Analyst, Minda Smiley. Listen everywhere you find podcasts and watch on YouTube and Spotify.
AI is rapidly becoming foundational to marketing strategy, with 63% of teams now using it for planning—up from 28% in 2023, per Boathouse. Customer service and analytics have seen similarly sharp increases, supported by rising investments in CRM systems, CDPs, and automation tools, according to Twilio. As AI’s footprint grows, marketers are reallocating spend toward digital formats like social, CTV, and video, where AI can optimize targeting and performance. This trend reflects a broader shift: the most successful marketers are embedding AI into the fabric of their decision-making, not treating it as a plug-in. The gap is widening fast.
The news: Pause ads are gaining momentum as a promising format that boosts the potential of connected TV (CTV) ads to capture user attention, per findings from a Magna and DirecTV study. Our take: While pause ads promise potential, advertisers must implement strategies that increase their’ appeal to drive measurable outcomes. Viewers across age groups prefer pause ads that offer the ability to save offers/reminders. And younger generations favor pause ads that have clickable buttons linking to the brand’s site or app (53% for Gen Z and 50% for millennials) or that offer scannable QR codes.
The news: Perplexity is in talks with smartphone manufacturers to make its new Comet browser a default app on smartphones to drive adoption and user engagement, per Reuters. Perplexity CEO Aravind Srinivas said it aims to reach “tens to hundreds of millions” of users in 2026 after a desktop rollout to a “few hundred thousand” testers, a plan that could be aided by expanding Comet access on phones. Our take: While Comet itself is a browser, its integrations with Perplexity’s AI could streamline access to mobile AI search tools, changing mobile search behavior and forcing marketers to rethink traditional search marketing practices. Getting Comet onto phones could also supercharge Perplexity’s data on user behavior and boost its ability to improve its AI search tools.
The news: As opportunities for AI-powered ads grow, consumers remain hesitant and can even be turned off by a brand using the technology. Just 12% of US adults would be more likely to buy a product from a brand if they knew it used AI in its advertising, per CivicScience. Less than a quarter (22%) positively view brands that use AI-powered advertising, compared with 37% who view them negatively. Our take: Transparency and careful application of AI are key to avoid alienating users and build trust with consumers. Brands should introduce AI slowly by starting with prototyping ideas and generating backgrounds before diving into full-scale AI ad creation.
Over half of worldwide consumers (51%) want AI to improve their experience by helping them find products faster, according to February data from Twilio.
Last November, our analysts made some predictions about how the retail category would fare in 2025. Now that we’re halfway through the year, it’s time to check back in on what has (or hasn’t) happened. "We're seeing many of our predicted trends playing out, though not always in the ways we anticipated," said our analyst Suzy Davidkhanian on a recent episode of the "Behind the Numbers" podcast. "The retail landscape is evolving rapidly, with some developments accelerating faster than expected while others face unexpected headwinds."
AI is poised to transform everything in marketing from ad creation to targeting and even the future role of agencies in the advertising ecosystem.
Criteo is modernizing retail media by launching a global auction-based ad platform and integrating with Mirakl to enable self-serve advertising for over 100,000 third-party sellers. This dual move addresses two persistent challenges: outdated fixed-price ad systems used by most retailers, and untapped ad spend from marketplace sellers. The auction system gives advertisers more control and performance insights, while Mirakl opens up a scalable, automated path for small sellers. Criteo also brings standardized attribution and reporting across retail partners—fixing transparency gaps. These changes position Criteo as a full-spectrum solution for brands, retailers, and sellers looking to compete in a fast-evolving market.
Holiday shoppers in 2025 aren’t cutting back—they’re prioritizing. According to new research from Inmar Intelligence, 82% of shoppers plan to cut back on everyday essentials to make room for gifts and experiences.
The news: More than half (55.3%) of Gen Zers use advanced budgeting tools—a greater share than any other generation, per a PYMNTS Intelligence report. Our take: Payment providers, issuers, and banks can embed more advanced tools within their apps to reach Gen Zers actively seeking sophisticated ways to plot out their spending and saving habits.
The news: American Express’s net revenues grew 9% YoY in Q2 2025, per its earnings release. Our take: Amex’s expansion into international markets and bet on its Gen Z and millennial cardholders’ interest in exclusive, experiential rewards has been a winning combination. But there may be early signs that Amex’s strategy is reaching its limits as consumers grapple with financial anxieties.
The news: Despite global cuts in ad budgets, several companies are diving head-first into their own ad offerings to diversify revenues. HP is reportedly pitching HP Media Network, an ad network highlighting laptop and desktop ads. The move includes ads on HP computers and apps, offsite ads, placements in social and email campaigns, and a free ad-supported TV service. Our take: Introducing ad offerings isn’t necessarily a lost cause—but knowing how to position new ad products is key to succeeding in a time when advertisers are increasingly hesitant to invest without measurable results.
The news: Lloyds has launched an internal genAI -powered knowledge hub, Athena, to help customer-facing employees sift through banking and customer information faster—empowering more personalized and helpful experiences, per PYMNTS. Our take: We’ve recommended that banks focus on implementing genAI-powered solutions that free up their employees’ time so they can manage the human-centric, complex tasks for which customers turn to them. Athena does this and also has the potential to supercharge the human-centricity in customer service by empowering employees with more relevant information. The customer experience is one of the biggest drivers of customer attrition, and Athena represents a strategic step for Lloyds to enhance efficiency while preserving, and potentially elevating, the personalized and empathetic service that fosters customer loyalty and reduces churn.
The news: Walmart’s $2.3 billion Vizio acquisition may have only closed last December, but the retailer is already unlocking outsize value from the deal. Our take: Walmart is squeezing every drop of value from its Vizio deal by fusing hardware, software, data, and retail media into a self-reinforcing flywheel. Making Vizio a Walmart-exclusive private label gives the retailer tighter control over pricing and distribution, while Vizio’s OS and shoppable-TV features unlock new streams of nonendemic ad revenues. By combining its in-house ad network with ONN TVs powered by Vizio software, Walmart is positioning itself to own the entire living-room stack—from screen to checkout. The result is a powerful closed-loop media system that can rival Amazon’s Fire TV ecosystem. The retailer’s timing couldn’t be better: We expect retail media CTV ad spending to surge 47.4% this year to $4.84 billion, and to more than double to $10.72 billion by 2029.