Consumer spending has weakened across the board in recent weeks, with fast fashion, resale, and off-price retail emerging as relative winners in an otherwise concerning landscape. Michael Gunther, VP and head of insights at Consumer Edge, shares data-driven perspectives on current consumer trends and what they indicate about the broader economic picture.

• Recent transaction data shows spend patterns weakening across industries during the past 4-5 weeks
• Winners in this environment include fast fashion, resale markets, and discount retail—categories typically associated with economic pullbacks
• Corporate earnings calls increasingly mention tariffs and "geopolitical uncertainty" as key concerns
• Unlike pandemic-era pullbacks, there's no pent-up demand waiting to be unleashed as travel and entertainment spending has normalized
• High-income consumers and younger demographics are maintaining relatively stronger spending, though still showing signs of trading down
• Companies successfully targeting these stronger demographic segments (Hollister, Shein, Cartier, MyTheresa) are better positioned to weather the downturn
• Sustainability remains a driver of consumer choices alongside price sensitivity, particularly in the resale market
• Key indicators to watch include transaction data across discretionary categories and grocery price inflation, especially in tariff-impacted categories

What happens when a nonprofit organization builds customer service operations that directly advance their mission? In this fascinating conversation with Andie Ewing, Chief Operating Officer of Unbound, we explore how this international development organization has reimagined what customer experience can achieve.

Operating across 17 countries in Africa, Asia, India, and Latin America, Unbound has developed a groundbreaking approach to both fighting poverty and delivering exceptional customer service. Unlike traditional contact centers focused on efficiency metrics, Unbound has established global operations in Colombia and the Philippines with a different priority: creating career opportunities for the very families they serve through their programs.

"When you are in a nonprofit, your differentiator is your customer experience, and so it is more crucial than anywhere else I've ever worked to create the ultimate radical customer experience," explains Ewing. With 90% of all donations going directly to families, Unbound operates on a remarkably thin administrative margin while still prioritizing meaningful sponsor interactions over transactional efficiency.

The impact extends far beyond business metrics. Contact center employees become community heroes, representing hope and possibility. One employee shared how his job now allows him to provide a secure home for his mother after growing up in extremely precarious living conditions. When sponsors call, they speak directly with people connected to the communities they support, creating authentic relationships that strengthen commitment and trust.

The results speak volumes: 95% first-call resolution, 92% customer satisfaction, and only a 7.2% sponsor discontinuance rate. Unbound's visionary approach demonstrates how aligning operational excellence with mission can create transformative outcomes for all stakeholders.

Discover how this innovative organization is challenging conventional wisdom about customer experience while breaking cycles of poverty. Visit unboundorg.org to learn more about their work and how you can get involved.

The marketing technology landscape has exploded to over 15,000 applications, creating both opportunities and challenges for businesses seeking to maximize their existing investments. In this enlightening conversation, Tara DeZao and Rebecca Miller of Pega, share their unique perspectives on navigating this complex ecosystem while thoughtfully implementing AI solutions.

The conversation reveals how Pega's approach to AI has evolved dramatically since 2018, shifting from basic natural language processing to sophisticated generative and agentic applications that transform both customer and employee experiences. What makes this discussion particularly valuable is their candid exploration of the trust challenges organizations face when implementing AI at scale.

One of the most fascinating insights comes from Pega's innovative internal solution—"Intern Iris," an AI assistant deliberately positioned as an intern to encourage appropriate oversight and verification. This clever framing builds trust while still delivering significant productivity benefits, demonstrating how thoughtful implementation can address legitimate AI concerns.

The conversation dives into the critical balance between automation and authenticity in customer engagement. As Miller notes, "If you have one bad experience as a consumer, you're done," highlighting why governance and control remain essential even as AI capabilities advance. She offers practical guidance for organizations, recommending a measured approach that focuses on one process at a time rather than attempting wholesale transformation.

Looking toward the future, De Zao predicts a significant shift in customer service over the next five to seven years—an increasingly autonomous landscape where routine transactions are handled through AI while human agents evolve into specialists managing complex emotional situations. This vision acknowledges both the transformative potential of technology and the enduring value of human connection.

Whether you're a marketing leader evaluating AI solutions, a customer experience professional reimagining service delivery, or a technology strategist planning your organization's digital future, this discussion provides valuable perspective on balancing innovation with appropriate controls to deliver experiences that build rather than erode trust.