For a long time, we have been advocating about future proofing your contact centre/customer experience strategy by adapting to the needs of Gen Z, Y & X. Gen Y & X have been your customers for a while, however, Gen Z is just now entering the market.
To put things in perspective, Gen Z is born between 1995 and 2010, that means at the time of writing this article, someone born in 1995 would be 23/24 years old. They are at an age, where they have joined the workforce, they’d need a bank account, a credit card and start renting their own flats. Generation Z is now your customers. But not just customer of now, but also your future customers, think about those who were born after the year 2000 they are 18 and younger, and these are immediate future customers.
According to new analysis by Bloomberg of United Nations data, Gen Z will account for 32 per cent of the global population in 2019.
That is a huge market segment for your organisation, which makes imperative that your CX strategies are aligned with the needs of Generation Z.
With that being said, i believe Gartner, has best captured the attitudes of Generation Z and how to shape your CX around them. have a look at the below infographic, to download the high resolution PDF version click Download – Infographic Generation – 2018