Winning Gen Z through exceptional customer service

Gen Z consumers present a significant opportunity for companies to build lasting, profitable relationships–provided their distinct expectations for service are met.

These expectations are in many ways reflective of broader shifts underway in how consumers want to work with companies: quick and easy resolution whatever the point of engagement, insightful interactions, and being recognized and served as individuals. Gen Z will accelerate and amplify these trends, and companies should take heed of their implications on their approach to customer engagement and service.

This research report, based on a global survey of over 5,500 consumers, explores what Gen Z consumers want out of interactions with companies, and the implications on investments that will need to be made in customer service and support.

In this report, you’ll learn:

• The opportunity and risks of building relationships with Gen Z consumers.
• How Gen Z consumers want to interact with companies.
• What Gen Z consumers want out of those interactions.
• The role of the contact center and agents in supporting interactions that build the loyalty of Gen Z consumers.