PERSONALIZATION
HOW HAVE CUSTOMERS GREETED THE ARRIVAL AND SWIFT ADOPTION AND INCORPORATION OF AI IN CX SOFTWARE? ARE THERE DIFFERENCES BETWEEN THE GENERATIONS?
A: It is clear that consumers are looking forward to the arrival of more powerful AI-driven virtual agents, and eventually the virtual concierges that can handle more complex queries and deliver personalized, empathetic service.
Surprisingly, all four generations rated access to self-service options such as chatbots and FAQs as one of the least important factors when interacting with a company for customer service.
Consumers continue to opt for human interaction over AI-powered self-service options when it comes to customer service. According to our survey, Gen Z and Millennials prefer live customer service interaction at similar rates of Gen X and Boomers, despite their reputation for avoiding phone calls.
This may indicate that these solutions aren’ t effectively meeting the needs of any generation at this stage. While chatbots have historically been an excellent way for brands to deliver 24 / 7 service, many are now falling short due to their rigid designs, inability to keep up with dynamic human conversations, and reliance on constant updates to remain functional.
As AI continues to advance, self-service options will evolve, become smarter, and will be able to handle more complex customer queries. We believe consumer sentiment toward AI in customer service environments will quickly shift as they begin reaping the benefits of effective, around-the-clock concierge service.
EMPLOYEE / AGENT EXPECTATIONS
ARE THERE DIFFERENCES IN EMPLOYEE EXPECTATIONS AND PREFERENCES BY GENERATION, AND IF SO HOW, AND WHY?
A: Our research shows distinct differences among generations regarding their top preferences when considering a prospective employer.
Gen Z workers are all about access to modern tools and technology. They’ ve grown up surrounded by cutting-edge technology, so it ' s no surprise they expect the same level of innovation in their workplace. It’ s what they’ re used to, and anything less feels outdated to them.
" HOWEVER, IN CANADA, GEN Z EMPLOYEES PRIORITIZE ACCESS TO OPPORTUNITIES..."
28 CONTACT CENTER PIPELINE
CONTINUED ON PAGE 31
Millennials, on the other hand, demand flexibility. Many are in a phase of life where they’ re balancing their careers with family responsibilities. Not having the option to work remotely can be a deal-breaker for them.
The oldest Gen Xers are retired or nearing retirement, so it’ s no surprise that they are looking for strong compensation and good benefits. Younger Gen Xers are likely reaching the peaks of their careers, and they want to be paid for it.
COMMON BORDER, CUSTOMER DIFFERENCES?
Canadians and Americans may seem alike from customer and employee perspectives, as both countries share a long border and have historically enjoyed a strong trading relationship.
But according to Michael Wiesblatt, Vice President, Sales Leader Canada, Genesys, there are some key customer expectation and experience differences between both countries when it comes to what they consider as important in customer service.
He notes, for example, that American Millennials place a greater importance than their Canadian counterparts on first contact resolution( see main article).
“ The data suggests that U. S. consumers across all age groups are more aligned in their preferences, while Canadians report distinct generational variations,” says Michael.
In the U. S., all four age groups rated access to self-service options as their least important factor when interacting with a company for customer service, he reports.
However, when looking at generational preferences in Canada responses varied somewhat from the U. S. and by generation. Gen Z cited in-person customer service options and Millennials reported accessible self-service options, or accommodations for consumers with disabilities, as least important.
“ Canadian Gen X and Baby Boomer respondents cited both accessible self-service and access to self-service options such as chatbots and FAQs as not being high priority for them,” says Michael.
But on FCR Canadian Millennials and Gen Zers are more aligned than those in the U. S.( also see main article).
Michael is also seeing several important differences in employment preferences between Canadians and Americans.
“ In the U. S., our research finds that Gen Z demands access to the best tools and technology available,” says Michael.“ However, in Canada, Gen Z employees prioritize access to opportunities that help them build and grow in their careers.
“ And while in Canada, 73 % of Gen Z workers highly valued working for companies that employed friends or former colleagues, in the U. S., Gen Z workers ranked this lowest among their preferences at 59 %. This finding may suggest that professional networks and connections play a far greater role in job satisfaction among Gen Z workers in Canada.”