Bridging the Generational Gap: Millennial vs. Gen Z CX Expectations

Bridging the Generational Gap: Millennial vs. Gen Z CX Expectations

Dennis Weikle
As the first generation born in the digital age, major corporations and analysts have spent years decoding the mysterious Millennial consumer. More recently, the Millennial’s younger counterparts known as Generation Z is the newest group of mass-market consumers reshaping how companies approach customer experience design. While both generations share some of the same behaviors and characteristics, they have distinct preferences that will be important to address as companies are forced to deliver traditional and digital customer experience options for both.

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The Millennial and Gen Z customer are similar in many ways. They both want secure digital experiences. While Gen Zers may crave highly personalized experiences on social media, they are also very keen to protect their privacy. Customer Experience leaders need to make sure they are connecting with Gen Zers on their terms, so they don’t come across as overly invasive. According to IBM’s survey Uniquely Gen Z, less than one-third of teens say they are comfortable sharing personal details other than contact information and purchase history. However, 61% would feel better sharing personal information with brands if they could trust it was being securely stored and protected. The Gen Z customer values quality over price and wants to be engaged with a company across all channels. Brands like Nike, Netflix, and YouTube, have successfully stayed ahead of the Gen Z curve by offering experiences that are conversational in style, easily accessible, shareable, secure and controllable. Brands and customer support teams will need to become more customer obsessed. Ignoring the distinction in customer experience preferences between the two generations can result in significant missed revenue opportunities as the Gen Z consumer continues to mature.

“Understanding the generational differences between the Millennial and Gen Z consumer is key in building a sustainable and holistic Customer Experience Design Strategy. Evolving customer engagement channel preferences and generational needs have forced Customer Experience leaders to adjust their support infrastructure to align with this new dynamic.”

Dennis Weikle
Founder and Managing Partner

“Understanding the generational differences between the Millennial and Gen Z consumer is key in building a sustainable and holistic Customer Experience Design Strategy. Evolving customer engagement channel preferences and generational needs have forced Customer Experience leaders to adjust their support infrastructure to align with this new dynamic.”

Dennis Weikle
Founder and Managing Partner

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