ACTIONABLE RESEARCH ON GEN Z AND MILLENNIALS

Gen Z and Millennials are leading the way for digital-first customer experiences.

Gen Z and Millennials are leading the way for digital-first customer experiences. According to NICE inContact, 60% of young consumers have used private messaging on social media to interact with brands’ customer service, compared to 38% of Xers and just 19% of Boomers. Millennials and Gen Z are also more likely to have used AI like chatbots to resolve issues, and are less likely to prefer a live agent (though the majority still do.) (Business Wire, Yahoo! Finance)