Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

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."

....NOTE - content continues below this message


INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

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.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Suggestion Box

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

Published: Friday, August 30, 2019

Printer Friendly Version Printer friendly version

2022 Buyers Guide Certification

 
1.) 
CNCBA 4PS

Contact center quality assurance training and certification
 

About us - in 60 seconds!

Submit Event

Upcoming Events

The 17th Annual Best Practices and Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies! Read More...
 5519 
Showing 1 - 1 of 5 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =