Are You Ready for Gen Z? Designing Customer Care for and by Digital Natives

Descriptions vary, but Forbes defines the generation after Millennials, Generation Z, as people born from the mid-1990s to the early 2000s. Gen Z makes up 25 percent of the U.S. population, making them a larger cohort than the Baby Boomers or Millennials. Using a definition of those born from 1995 – 2010, Sapient estimates that globally Gen Z is 2 billion strong, making up 27 percent of the population.

They may be young, but these consumers have colossal buying power. This "post-Millennial generation" influences everything from their families' food purchases to clothing, electronics, household goods and even furniture.

Gen Z is also a growing part of our existing and future workforce. They will be looking for "gig economy" employment opportunities - environments where opportunities exist for temporary positions and organizations contract with independent workers for short-term engagements.

This whitepaper explores:​

  • What experiences and consumer behaviors define Gen Z and what they want from the companies with which they do business.
  • How contact centers can begin developing the processes and systems that will enable them to support the real-time schedules and agent assessment that will be required in the increasingly gig economy.
  • How designing customer care and agent experiences for Gen Z creates an environment for a larger audience, the Gen Z "at heart."

To download the white paper

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