Tag: gen z

Ratings and reviews drive purchases among Gen Z

Retailers looking to drive customer success and build a positive customer experience had better keep an eye on their reviews. According to new research from brand presence platform Yext, 98% of Gen Z check ratings before making a purchase. Reviews have...

Gen Z is always on, multitasking, and redefining media consumption

Forget TV guides and scheduled programming—Gen Z is rewriting the rules of media engagement, and it’s all about digital-first, all-the-time connectivity. A new study by Toluna, which surveyed 2,000 US Gen Z consumers (ages 16-27), reveals that this generation isn’t...

This week in CX: is hospitality getting customer experience right?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored the reality of hospitality customer experience, AI in Steve Madden eCommerce, as well as the real impact of call centre agents. We’re also discussing new...

This week in CX: the digital revolution in travel, finance & customer service

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explore the evolving landscape of airport customer experience, the benefits and challenges of CX consulting, and how Zoom’s AI-driven workflows are transforming digital interactions. We’re also...

This week in CX: why CX teams need niche skills to tackle growing threats

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explore the shifting CX landscape—from the rising demand for niche skills and the burden of mundane tasks to the growing threats of deepfake fraud and...

BambooHR training programme combats Gen Z’s phonophobia

Everybody likes to complain about Generation Z in the workforce. They’ve been maligned for everything from being glued to social media, possessing zero work ethic, and flip-flopping between insane ambition and complete apathy in the space of 30 minutes. But with...

This week in CX: is Gen Z’s phonophobia a myth?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re exploring topics such as BambooHR’s training program addressing Gen Z’s phonophobia, their surprising preference for phone calls in customer service, and the future of leadership. We’re...

Buy now, pay later: a must-have for Millennials and Gen Z?

Buy Now Pay Later (BNPL) services have continued to grow, with a notable increase in adoption among younger consumers. According to the newly released J.D. Power report, the number of people using BNPL products rose sharply compared to the previous...

This week in CX: why are Americans delaying life goals?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we are exploring the future of feel-good marketing, the impact of inflation on Americans delaying life goals, and why younger employees are experiencing heightened workplace stress. We’re...

UK’s Gen Z embrace AI in the workplace

With AI tools rolling out rapidly across business applications, adoption is moving at warp speed from exploratory to essential. Gen Z workers already rely on AI to keep up with their roles. That’s both exciting and concerning for leaders who...