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Industry Research : Survey: Digital Native Gen Zers Lead Demand for Personalized CX

#contactcenterworld, @TELUSint

TELUS International, a customer experience (CX) provider that designs, builds and delivers digital solutions for global and disruptive brands, announced the results of a U.S. study analyzing consumer interest in personalized customer service experiences.

The survey, which was conducted online within the United States by The Harris Poll on behalf of TELUS International among over 2,000 U.S. adults, found that personalization is a key driver of purchasing decisions and brand loyalty for the majority of Americans, with Generation Z (Gen Z) (age 18-21), attitudes and behaviors indicating an especially strong interest in more customized experiences.

In the U.S. alone today, there are 65 million Gen Zers, and the size of this cohort will eclipse that of Millennials' in the near future. With many now entering the workforce, it's estimated this generation will account for 40 percent of all consumers in the country by 2020.

"These digital natives, surrounded by technology and interactive devices since they were born, have distinct attitudes, values and lifestyles, and companies must build relationships with them today, recognizing that more so than any other generation, Gen Zers are feeling the pain of an empathy gap between the brands they frequent and the customer experiences they provide," said Jeffrey Puritt, President and CEO, TELUS International. "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."

TELUS International survey findings show that when a brand provides personalized CX, consumers are more likely to:

Complete a purchase

More than three quarters of Americans (76%) are more likely to complete a purchase with a company/brand if that brand provides a personalized experience.
Nearly 3 in 10 Gen Z (28%) say they would be much more likely to complete a purchase with a company/brand if that brand provides a personalized experience, significantly more than Gen X (age 39-54) (19%) or Boomers (age 55-73) (14%).

Pay a little more for that brand's products/services

More than half of Americans (53%) say they are more likely to pay a little more for a company's/brand's products/services if that brand provides a personalized experience.
Gen Z, Millennials (age 22-38) and Gen X are more likely than Boomers to pay a little more for a company's/brand's products/services if that brand provides a personalized experience (62%, 61% and 54% vs. 45% respectively).

Choose that brand over others

More than two thirds of Americans (70%) say they are more likely to choose a company/brand over others if that brand provides a personalized experience.
Roughly 2 in 10 Gen Z (22%) and Millennials (19%) say they would be much more likely to choose a company/brand over others if that brand provides a personalized experience, compared to just 11% among Boomers.

Provide a recommendation (word-of-mouth, online review)

Seven in 10 Americans (70%) are more likely to recommend a company/brand that provides a personalized experience.
Nearly a third of Gen Z (32%) say they are much more likely to recommend a company/brand, compared to 21% of Millennials, 19% of Gen X and just 12% of Boomers.

"The good news is that brands relying on customer insights to deliver more personalized, seamless and anticipatory interactions will typically be in a position to connect with consumers, regardless of generation, to drive increased loyalty and sales," continues Puritt. "Looking ahead, however, Gen Z's willingness to proactively personalize their brand interactions, whether responding more frequently to online surveys, accepting cookies or engaging on social media, will continue to shift how companies approach their user experience and interface design in order to meet the next-level hyper-personalization demands of the future."

#contactcenterworld, @TELUSint

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About TELUS International:
Company LogoTELUS International (NYSE and TSX: TIXT) designs, builds and delivers digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys and enable them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS International’s integrated solutions and capabilities span digital strategy, innovation, consulting and design, digital transformation and IT lifecycle solutions, data annotation and intelligent automation, and omnichannel CX solutions that include content moderation, trust and safety solutions and other managed solutions. Fueling all stages of company growth, TELUS International partners with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality.
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Today's Tip of the Day - Workforce Management Solutions

Read today's tip or listen to it on podcast.

Published: Friday, August 30, 2019

Printer Friendly Version Printer friendly version

2024 Buyers Guide Inbound Call Handling Services

 
1.) 
Premium Listing
Call Center Studio

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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


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Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most.

All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine.

Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo...
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We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
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Digital Wholesale Solutions

International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).

We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.

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Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

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Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

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WorkGenda

WorkGenda
WorkGenda is a state of the art WFO cloud service, used by customers around the world. WorkGenda provides: a) an AI based forecasting engine, which automatically generates forecasts with a WAPE of 3 to 5%, b) a capacity management engine based on a traffic simulator, with perfect support for blending regardless the type of channels, which subsequently automatically converts the computed capacity into optimised shifts, where ‘optimised’ equals to a zero or the mathematically minimum possible overstaffing under the given contractual constrains, c) an automated scheduling engine, capable of scheduling 3000 multi-skilled agents for a whole week in 2 minutes and d) an Intraday bot which automatic...
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