Tag: gen z

Trendy Buzzwords Are Misleading HR Leaders, New Report Reveals

First, it was “quiet quitting.” Then came “grumpy staying.” Now, we’re in a “lazy girl job” era. The workplace lexicon keeps expanding — and so does the confusion. Buzzwords are trending on TikTok, echoed in boardrooms, and baked into company culture...

This Week in CX: Late Payments, Lousy Loyalty, and CX Gold

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored the bold, the surprising, and the overdue in customer experience – from Wizz Air’s “pay to stay behind” strategy and the UK’s instant payment...

Zillennials Have Arrived—And They’re Booking Cruises

Generational shifts are reshaping how Americans travel—and what they expect from travel loyalty programs. According to a new report by arrivia, based on a survey of U.S. adults who travelled in the past year, younger travellers are rewriting the rules...

This Week in CX: From Inbox to Espresso — AI Is Taking Over

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how agentic AI like Freshworks’ Freddy is transforming customer service, the rise of AI-written messages and RCS communication, and how companies like Starbucks are...

Dear Customer, This Message Was (Probably) Written by AI

In 2025, nearly every business customers interact with will be using AI to communicate with them, whether they notice it or not. New research by customer engagement platform Sinch, which surveyed 1,600 business leaders and 2,800 consumers across sectors, including...

This week in CX: Hidden Costs, Smart Conversations & Consumer Pushback

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored the rise of RCS and conversational commerce and retail’s biggest blind spots—from price hikes that risk loyalty to the hidden costs of poor scheduling...

This week in CX: Gen Z, Pharma Innovation & Beauty Retail Warnings

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how Gen Z rethinks workplace communication, why beauty shoppers feel overwhelmed, Pfizer’s new CX metric for pharma reps, and the pitfalls of poor personalisation. We’re...

Overwhelmed Shoppers Are a CX Red Flag for Beauty Retail

The glam is wearing off for the in-store beauty retail customer experience. A new survey from experience agency ChangeUp reveals that nearly 70% of beauty shoppers feel overwhelmed when browsing brick-and-mortar beauty stores, and that friction is pushing many to...

Social Is the New Search: Gen Z Is Redefining Discovery Online

A major generational shift is underway, reshaping how people find information, make decisions, and interact with brands. According to Sprout Social’s latest report, Gen Z is no longer just using social media for entertainment—they’re turning to it first for answers,...

What’s Driving Young Customers to Fintechs?

Is the future of banking still in brick and mortar, or is it being rewritten by Gen Z’s thumbs? A new report from Corporate Insight, a financial services research firm, reveals generational divides in what customers want from their banks, and...