Tag: gen z

Gen Z Is Using AI at Work, They’re Just Not Telling You

For today’s digital-native workforce, AI has quickly become a go-to productivity booster. According to new findings from the 2025 Cox Business Workplace Technology Survey, Millennials and Gen Z employees are using AI agents regularly, whether it’s summarising meetings, generating ideas,...

More Than Half of Customers Now Start Support Journeys Outside Company Channels

A new Gartner survey has revealed that 51% of service journeys now begin on third-party platforms such as Google, YouTube, and generative AI tools like ChatGPT, often without customers ever visiting a brand’s official channels. This trend is particularly strong among...

This Week in CX: When AI Delivers, and Institutions Fall Behind

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how AI is reshaping customer experience across sectors, from drive-thru automation and lagging loyalty programs to growing public sector frustrations and the rise of...

This Week in CX: Formulas for Success and Workforce Friction

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how retirement plans are getting reshaped, why is F1 such a big deal, and how can employees actually keep their productivity and heads up...

This Week in CX: AI Phishing, Impulse Buys & the Frustration Economy

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how Gulf brands are using AI to slash costs while boosting CX, why mobile users are hitting their limit in the frustration economy, and...

This Week in CX: Inbox Rage, Prime Day Panic & CX Hubris

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored Gen Z’s complex relationship with email, the surge of AI-driven scams targeting Prime Day shoppers, and innovative customer service breakthroughs from GCXA winners, such...

Gen Z Graduates, But the Job Market Skips Class

According to an iCIMS report, this summer’s graduating class is hitting the job market hard, 22% harder, in fact, than last year. Yet despite the flood of new applications, actual job openings aren’t growing in step. New graduates from the...

Gen Z’s Love-Hate Relationship with Email, Explained

More than half of Gen Z workers (60%) are turning to email not just for convenience, but as a buffer from workplace stress and awkward interactions, according to a new survey by ZeroBounce. Interestingly, 65% of Gen Z women say...

This Week in CX: How to Lose a Customer in 10 Seconds

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored everything from the hidden cost of poor accessibility and how conflict avoidance is quietly killing team dynamics, to Sephora’s retail glow-up with Lyft. We’re also...

Young Employees Want to Learn. Why Aren’t Employers Teaching Them?

Despite growing concerns over a widening skills gap, UK employers are largely falling short when it comes to supporting the very generation they believe holds the key to the future workforce. According to the latest Business Barometer from The Open...