In brief
- Allison Eisenberg explores the role of AI in reshaping customer experience for Generation Z (Gen Z), now the largest demographic, making up 30% of the population
- Gen Z, known as “digital natives”, desire seamless, tech-driven experiences, personalized interactions, and brands that actively contribute to social causes. AI technologies can effectively address these expectations
- Businesses are leveraging AI for personalized marketing, quick response times and social media integration, which Gen Z appreciates. However, over-automation and privacy issues are potential pitfalls that need careful handling
- A deep understanding of Gen Z’s expectations and preferences is critical for businesses to implement the right AI solutions and ensure a meaningful, impactful customer experience
