The Future Of Customer Experience: How To Adapt For Millennials, Gen Z, And Beyond
Defined as having been born in the 1980s or 1990s and also known as Generation Y, millennials grew up in a culture of internet and mobile, demanding constant online access, owning multiple connected gadgets, and are likely to choose to spend time with friends online instead of in person.
Millennials, not renowned for their rigid attention spans, switch between laptops, smartphones, tablets, and TV more than 27 times an hour (Pew Research) , and the vast majority use two or more devices simultaneously while watching TV.
.. In much the same way that web browsers can store passwords, preferences, searches, and browsing histories of a given user, today’s consumers expect to be identified and their case histories recognized by customer care agents without having to deliver a lengthy history of every previous encounter.
.. The various platforms are making it easier than ever to engage privately – for example Twitter has removed the character limit from its direct messaging feature, gearing it specifically for private consumer and brand conversations.