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Infographic: The power of personalization and Gen Z

Posted August 20, 2019

As the first truly digital native generation, Gen Zers have been immersed in a digital world before they could walk or talk—it’s all they’ve ever known. But, Gen Zers’ habits can be counterintuitive.

Although they have been surrounded by technology and interactive devices their entire lives, and have high expectations for seamless, fast experiences, that doesn’t mean that they don’t appreciate a more human touch. In fact, after growing up with digital experiences all around them, this generation, more than any other before it, is feeling the pain of the empathy gap - a disconnect between the brands they frequent and the digital experiences they provide.

“By providing personalized customer experiences supported by next-gen technologies, such as data analytics and machine learning, brands can deliver a high-tech, high-touch customer journey tailored to understanding and meeting their unique needs,” said Jeffrey Puritt, President and CEO, TELUS International.

The infographic below is based on a survey conducted by The Harris Poll on behalf of TELUS International to show how Gen Z is fundamentally changing the way brands must approach CX design in order to prepare for the rise of this rapidly growing generation.

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