Beyond Philosophy

JUNE 9, 2022

We discussed them on a recent podcast: 72% of Gen-Z prefer self-checkout options over cashiers in grocery stores. younger Gen X, Millennials and Gen Z). I would rather choose and peruse these details for myself than communicate them all to someone else. You might feel self-checkout is extra work.

Self service 221

Self service Airlines Chatbots Consulting 221

Comm100

AUGUST 1, 2022

72% of Gen Z expect to interact with someone immediately when they reach out for support. Live chat is the perfect communication channel to respond to this need as it allows teams of any size to deliver instant, real-time support. 77% of Gen Z expect consistent interactions across departments. Find out more.

B2C 83

B2C Chatbots Education Customer Support 83

Comm100

FEBRUARY 12, 2023

As Gen Z enters higher education, support expectations are rising. Automate student self-serve For schools supporting Gen Z students, self-serve support should be at the forefront of their strategy. 72% of Gen Z say that they expect to interact with someone immediately when they contact a company.

Chatbots 69

Chatbots Education Self service Personalization 69

ShepHyken

JANUARY 31, 2020

Some brands think that dealing with customers with uniform responses and procedures increases their efficiency and effectivity—when, in fact, some customers may feel alienated if the support agents of a company do not match their communication styles with the expectations of the age group they are dealing with. Matures- born before 1945.

Customer Service 277

Customer Service Entertainment Marketing Customer Support 277

CSM Magazine

FEBRUARY 10, 2023

For companies looking to attract and retain customers, investing in Gen Z employees can provide an effective way to improve customer service. In this article, we’ll look at how Gen Z employees can help you give your customers the best possible experience and how you can make sure they stay with your company.

Customer Service 52

Customer Service Morale Technology Feedback 52

Beyond Philosophy

FEBRUARY 1, 2021

Research shows Gen Z and millennials (Generation Y) are more inclined to hold brands accountable to their corporate social responsibility goals. Because Gen Z and millennials now outnumber all other generations globally! Communication in those times was important. Why is this important?

Marketing 369

Marketing Consulting Consulting Construction 369

ShepHyken

JANUARY 31, 2020

Some brands think that dealing with customers with uniform responses and procedures increases their efficiency and effectivity—when, in fact, some customers may feel alienated if the support agents of a company do not match their communication styles with the expectations of the age group they are dealing with. Matures- born before 1945.

Customer Service 268

Customer Service Entertainment Marketing Customer Support 268

ShepHyken

JULY 13, 2020

My Comment: The omnichannel experience has been around for years, but it surprises me that more organizations haven’t embraced the concept to the level needed to create total “communication convenience” for the customer. How Brands Can Build Loyalty in the Era of the Millennial and Gen Z by Jason Parkin.

Customer Service 140

Customer Service Customer centricity B2C B2B 140

CSM Magazine

FEBRUARY 28, 2023

As the newest generation of consumers enters the marketplace, companies have to ask themselves: is their customer service ready for Gen Zalpha? Who is Gen Zalpha? The term “Gen Zalpha” is a combination of the terms Gen Z and Gen Alpha. What Sets Gen Zalpha Apart from Other Generations?

Customer Service 52

Customer Service Entertainment Analytics Sales 52

Comm100

NOVEMBER 21, 2023

A Government must understand its citizens One of the reasons political misinformation spreads so easily and so rampantly is that there’s a communication barrier between citizens and the government. Gen Z and Millennials prefer chat over phone calls. People are simply not interfacing with content the way we used to.

Government 89

Government Chatbots Education Finance 89

Playvox

JULY 28, 2022

Gen Z dislikes the hierarchy that other generations tend to cling to. But that’s not what’s happening enough — about a third of Gen Z respondents in a 2022 Deloitte survey said decisions in their organization are made at the top and employee feedback is disregarded. Gen X values independence above almost all else.

Contact Center 66

Contact Center Gamification Surveys Feedback 66

Comm100

OCTOBER 13, 2022

Looking at the preferences of today’s Gen Z students, it’s easy to see why live chat is so popular: 75% of Gen Z surveyed say they expect to solve complex problems by speaking to one person. 73% of consumers surveyed agree that live chat is the most satisfactory method for communicating with a company.

Chatbots 78

Chatbots Education Engineering Surveys 78

ShepHyken

NOVEMBER 25, 2022

Identifying their preferred communication channels is an effective way to fulfill customer needs without them having to ask. Using satisfaction ratings, session duration, and most frequently used channels, you can organize customers into preferred communication methods; phone calls, emails, chat, or video calls. .

Customer Service 190

Customer Service B2C B2B SaaS 190

Playvox

OCTOBER 6, 2021

As more Baby Boomers transition to retirement and those in Gen Z kick-off their careers, we’ll start to feel the influence of younger professionals and the dynamics of the American workplace adjust. Gen Z is often recognized for having a communicative nature. . Instead, ask how they prefer to communicate.

Contact Center 75

Contact Center Management Surveys Coaching 75

Comm100

DECEMBER 7, 2022

Many schools still rely on traditional methods of communication, mostly telephone and email. 60% of Gen Z say that they ‘hate calling people’. After all, 71% of Gen Z believe that CX can be drastically improved by quick responses. 55% of Gen Z use their smartphones for five or more hours daily.

Education 69

Education Chatbots Wait times Technology 69

Comm100

FEBRUARY 24, 2022

Digital channels and technology have transformed how customers receive support, and live chat has emerged as one of the most popular communication channels of all. Today’s higher education students are primarily Gen Z (born 1997-2012), and it is this generation that has embraced technology more than any other.

Education 71

Education Chatbots Wait times Surveys 71

Calltools

APRIL 3, 2024

Omnichannel Integrations Omnichannel integrations will become increasingly important to businesses as Gen Z influences customer service success. Over 90% of Gen Z say they don’t like talking on the phone or even feel anxiety about using their phones to talk.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

ShepHyken

MARCH 11, 2022

Be more transparent and communicate rapidly and consistently with each person on the team. In terms of benefits, for example, your Gen Z or Millennial team members may not care so much about your fabulous 401K. Review your workplace practices concerning diversity and equity strive to be more inclusive.

Coaching 227

Coaching Personalization Customer Service Marketing 227

Comm100

SEPTEMBER 14, 2022

Today’s Gen Z students have followed in the digital-first footsteps of the Millennials that came before them. Thanks to the prevalence of digital communications, the ways that colleges and universities have traditionally communicated are now foreign to many students. Break down the barriers to connect.

Education 52

Education Chatbots Surveys Personalization 52

Playvox

JANUARY 13, 2022

Gen Z Has Arrived. Members of Generation Z, people born between 1995 and 2012, are entering the workforce and bringing their own ideas about how the workplace should function. Gen Z is defined by technology and values. In addition to being tech-savvy, Gen Z also makes decisions based on morals and values.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Comm100

FEBRUARY 17, 2022

Thanks to technology, Gen Z (born 1997-2012) have grown up surrounded by first-class customer experience, enjoying exceptional levels of convenience, speed, and personalization. While this is great for Gen Z, it may not be such welcoming news for universities and colleges. Today’s students are CX-indulged.

Education 52

Education Chatbots Personalization Technology 52

ShepHyken

AUGUST 3, 2020

CCW) In the era of Uber Eats, Apple Pay, and Zoom, modern consumers are finding themselves in an exponentially changing environment, adopting new communication and purchasing behaviors as a result of shifting societal norms – many of which will become more permanent, many of which won’t.

Customer Service 232

Customer Service Marketing Personalization Customer Experience 232

CSM Magazine

AUGUST 4, 2022

For Gen Z, price and digital experience are the biggest drivers of customer satisfaction. Gen Z sees utility in the retail store as a convenient click-and-collect depot for merchandise. Gen Z and Millennials will continue to push the envelope on digital experiences, a shift that has been going on for years.

Advertising 59

Advertising Benchmark Feedback Sales 59

Playvox

MARCH 5, 2024

Here are the trends: AI-Powered Self-Service Support According to a recent Gartner survey , thirty-eight percent of Gen Z and millennial customers say they are likely to give up on a customer service issue if they can’t resolve it with self-service. Either agents did or did not perform satisfactorily.

Quality management 78

Quality management Management Contact Center Coaching 78

NICE inContact

AUGUST 23, 2019

Millennials – born between 1980 and 1995 – have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z. Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center.

Contact Center 55

Contact Center Gamification Management Call Center 55

NICE inContact

AUGUST 23, 2019

Millennials – born between 1980 and 1995 – have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z. Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center.

Contact Center 54

Contact Center Gamification Management Call Center 54

24-7 InTouch

JULY 12, 2022

Companies have to adjust to the rapid changes in consumer behavior, as well as growing consumer expectations, by providing exceptional customer experiences through personalized communication. . By 2025, Accenture forecasts that 62% of digital commerce spend will be done by Millennials and Gen Z.

Personalization 52

Personalization Metrics Sales Customer Experience 52

Comm100

FEBRUARY 17, 2022

Thanks to technology, Gen Z have grown up surrounded by first-class customer experience, enjoying exceptional levels of convenience, speed, and personalization. While this is great for Gen Z, it may not be such welcoming news for universities and colleges. In fact, 60% of Gen Z say that they ‘hate calling people’.

Education 52

Education Chatbots Personalization Technology 52

Comm100

FEBRUARY 17, 2022

Thanks to technology, Gen Z have grown up surrounded by first-class customer experience, enjoying exceptional levels of convenience, speed, and personalization. While this is great for Gen Z, it may not be such welcoming news for universities and colleges. In fact, 60% of Gen Z say that they ‘hate calling people’.

Education 52

Education Chatbots Personalization Technology 52

Playvox

MARCH 19, 2024

But as customers’ communication needs and preferences shifted, contact centers today provide omnichannel support. According to a recent Gartner survey , 62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Noble Systems

JUNE 18, 2019

Just when companies were starting to feel confident in their understanding of Millennials, along comes a new generation entering the workforce — Generation Z. Loosely defined as those born between 1994 and 2010, Gen Zers have unique characteristics that companies will need to learn about and accommodate.

Gamification 72

Gamification Feedback Enterprise Coaching 72

Comm100

MARCH 6, 2022

Knowing this, many credit unions assume that most of their members prefer traditional communication such as telephone and are not as comfortable with digital services and channels. 65% of Gen X , those aged 42 to 57, say they “expect to spend more time online after the pandemic than I did before”. Current members are digitally-active.

Chatbots 61

Chatbots Banking Surveys Personalization 61

JustCall

OCTOBER 11, 2023

Such a balancing act requires swift, efficient, and intentional communication. Such demands of immediacy and rising impatience are more commonly observed in the younger generations – the new-gen spenders. For instance, Gen Z consumers are 60% more likely to hang up if a call is not answered within 45 seconds.

Average Handle Time 52

Average Handle Time Analytics Personalization Metrics 52

Comm100

OCTOBER 24, 2022

72% of Gen Z expect to interact with someone immediately when they reach out. Admissions departments must meet Gen Z’s need for speed or lose students to competing institutions. Grown up surrounded by the instant gratification of technology, today’s students demand fast support from their higher education institution.

Education 52

Education Technology 52

UJET

SEPTEMBER 18, 2019

Millennials (Generation Y) and Generation Z are becoming the dominant consumer demographic with buying power that is exponentially increasing. Generation Z is already at $100 billion in buying power and that will continue to increase in the years ahead. .

Customer Support 63

Customer Support B2C B2B Technology 63

Integrity Solutions

NOVEMBER 22, 2022

Identifying and communicating the desired culture is only the beginning. Each generation, from the Silent Gen to Gen Z (colloquially called Zoomers) brings a unique set of perspectives and values to the table. Meanwhile, Gen X (born between 1965 and 1980) value stability, a strong work ethic, and are mostly company loyal.

Employee engagement 79

Employee engagement Banking Coaching Personalization 79

Comm100

SEPTEMBER 19, 2022

When listing technologies that have shaped the way people communicate, it’s impossible to exclude SMS, or text messaging. Compared to other communication channels that demand more time from customers, a text message can be read in just five seconds on average. 60% of Millennials and Gen Z now say that they “ hate calling people ”.

Customer Support 52

Customer Support Personalization Surveys Marketing 52