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."