Gen Z is two times as likely as Millennials to stop using a brand if they aren’t responsive on social media, and twice as interested in drone delivery, chat bots, and AI—according to an American Express study. As Gen Z comes of age and gains spending power—81% make purchases on their own—brands need to adapt. Some top takeaways: a strong mobile experience is critical, and if Gen Z must interact with a brand, they’d prefer to talk to anything other than a human (an automated text message will do). (BusinessWire)
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