Customer experience (CX) matters to the best organizations. They appoint CX leaders and invest in measuring their CX effectiveness. While selling may seem like second nature to many of us, it may no longer be required. Young people want what they want when they want it, and they have little patience for anything less than immediate service.
Gen Z truly values in-person communications. You’re talking to a generation that has been able to customize every aspect of its life, whether that be through a shopping experience on Amazon or the identities we create on Nike Id.