Keeping Up With Digital Natives Means Changing Your CX Approach
Millennials and members of Gen Z, also known as “digital natives”, have had access to the Internet from a very young age. These individuals spend a great deal of time immersed in technology. As they gradually take majority of the workforce and begin making decisions as heads of households, their expectations of businesses become increasingly significant.
For digital natives, customer experience means more than a survey at the end of a call with a machine. This group expects positive, personalized and consistently seamless interactions with brands they choose to patron.
Think of more connected experience that can live and seamlessly transition between devices, provide personalized and contextual information, and even offer up suggestions before you can even think of them. The future of customer experience is indeed - smart, and likely mobile-first - if not mobile only!
Here’s why digital natives are looking for more immersive customer experiences: