How Gen Z will shape the future of customer experience

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by Lindsey Francy Mar 16, 2023 News
How Gen Z will shape the future of customer experience

Future consumers, like Generation Z and younger, influence the future of customers' experiences as their desires and data shape how businesses will operate in the future.

Business buying decisions are shaped by customer data, according to analysts atIDC. Gen Z entered the workforce and consumer markets over the past few years, causing the data to change. Customer experiences are becoming digital-first as personalization and content creation with artificial intelligence influences how consumers interact with businesses.

The session "General Disruption: Adapting Your Future Consumer Strategy" was chaired by Tom Mainelli. He talked about how younger generations will affect everything from how consumers interact with businesses to new uses for technology like artificial intelligence.

Mainelli said that the trends that are happening here are going to be very impact across the enterprise.

Gen Z and younger generations are often referred to as digital natives because they grew up with many consumer technologies. According to Mainelli, around eight in 10 consumers post online. The number of content creators will only increase as platforms make it easier to create content.

Organizations of all kinds would benefit from the power of popular content creators. This approach can help build customer trust without the cost or effort of traditional strategies. Businesses can reach new consumers and get more exposure from verified sources if they gain their audience's trust.

Mainelli said that it has a chance to change the way marketing works. The balance of tastemaker powers is changing as a result of these people.

A photo of Tom Mainelli presenting at IDC Directions
Tom Mainelli discussed how future consumers, like Gen Z and young millennials, will shape various industries.

The past decade has seen anything as a service take over enterprise technology. One area where enterprises can influence consumers is Xas.

Organizations can use XaaS to build relationships with their customers. Customer retention is the focus of an as-a- service model. It is possible for a consumer to pay over a few years for a product. A stronger relationship can be created by the customer interacting with the organization over time.

Organizations can get better information on the customer lifecycle, like how often customers refresh their devices or come across pain points, by spending more time gathering customer data.

Mainelli said that it creates a one-to-one relationship with vendors.

Consumers interact with content using artificial intelligence. People are less likely to see a post if the recommendation engines don't show it. TikTok is the most popular example. TikTok's For You page is based on the user's interests and interactions and pushes content based on them.

The use of artificial intelligence in content creation has become more common. Vendors will create more artificial intelligence tools to make it easier for users to create content.

Artificial intelligence may be able to build and update customer profiles with new data in the future. New ways to collect, process and manage customer data will be created as customers prioritize trust and privacy.

Mainelli saidPersonalization changes the dynamic between the consumer and vendor. A move away from one-size-fits-all products is required.

New opportunities for organizations to reach their target audiences have been created by younger generations. Businesses can aim to create long- lasting relationships with future consumers through their services and personalization, but they need to keep up with the latest models.