Comm100

DECEMBER 7, 2022

Many schools still rely on traditional methods of communication, mostly telephone and email. 60% of Gen Z say that they ‘hate calling people’. After all, 71% of Gen Z believe that CX can be drastically improved by quick responses. 55% of Gen Z use their smartphones for five or more hours daily.

Engagement 173

Engagement Chatbots Social Media Video 173

Comm100

FEBRUARY 24, 2022

Digital channels and technology have transformed how customers receive support, and live chat has emerged as one of the most popular communication channels of all. Today’s higher education students are primarily Gen Z (born 1997-2012), and it is this generation that has embraced technology more than any other.

Chatbots 177

Chatbots Knowledge Base Wait Times Survey 177

Comm100

SEPTEMBER 14, 2022

Today’s Gen Z students have followed in the digital-first footsteps of the Millennials that came before them. Thanks to the prevalence of digital communications, the ways that colleges and universities have traditionally communicated are now foreign to many students. Break down the barriers to connect.

Chatbots 130

Chatbots How To Social Media Omni-Channel 130

Comm100

FEBRUARY 17, 2022

Thanks to technology, Gen Z (born 1997-2012) have grown up surrounded by first-class customer experience, enjoying exceptional levels of convenience, speed, and personalization. While this is great for Gen Z, it may not be such welcoming news for universities and colleges. Today’s students are CX-indulged.

Meeting 130

Meeting Social Media Chatbots Omni-Channel 130

NICE inContact

AUGUST 23, 2019

Millennials – born between 1980 and 1995 – have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z. Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center.

Contact Center 137

Contact Center Gamification Management Social Media 137

NICE inContact

AUGUST 23, 2019

Millennials – born between 1980 and 1995 – have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z. Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center.

Contact Center 136

Contact Center Gamification Management Social Media 136

Comm100

FEBRUARY 17, 2022

Thanks to technology, Gen Z have grown up surrounded by first-class customer experience, enjoying exceptional levels of convenience, speed, and personalization. While this is great for Gen Z, it may not be such welcoming news for universities and colleges. In fact, 60% of Gen Z say that they ‘hate calling people’.

Meeting 130

Meeting Social Media Chatbots How To 130

Comm100

FEBRUARY 17, 2022

Thanks to technology, Gen Z have grown up surrounded by first-class customer experience, enjoying exceptional levels of convenience, speed, and personalization. While this is great for Gen Z, it may not be such welcoming news for universities and colleges. In fact, 60% of Gen Z say that they ‘hate calling people’.

Meeting 130

Meeting Social Media Chatbots How To 130

Comm100

MARCH 6, 2022

Knowing this, many credit unions assume that most of their members prefer traditional communication such as telephone and are not as comfortable with digital services and channels. 65% of Gen X , those aged 42 to 57, say they “expect to spend more time online after the pandemic than I did before”. Current members are digitally-active.

Chatbots 153

Chatbots e-support Banking Engagement 153

ShepHyken

FEBRUARY 12, 2024

Thanks to Gen Z, Deeper Connections Will Become the Currency of the Future by AmberNechole Hart (Adweek) Empty ecommerce gets you to checkout fast but gives no reason to return. Because Gen Z are social shoppers. My Comment: Gen Z will become the most powerful force of consumers in the next few years.

Self Service 65

Self Service Customer Service Social Media Ecommerce 65

InMoment XI

JANUARY 10, 2022

This is particularly important to consider as Millennials’ and Gen Z-ers’ slice of the workforce continues to grow. But the same principles leading to healthy workplace relationships (communication, trust, vulnerability, empathy, kindness) must still exist and be built anew as team composition evolves.

Employee Engagement 493

Employee Engagement Engagement Employee Experience Connections 493

Comm100

OCTOBER 24, 2022

72% of Gen Z expect to interact with someone immediately when they reach out. Admissions departments must meet Gen Z’s need for speed or lose students to competing institutions. Grown up surrounded by the instant gratification of technology, today’s students demand fast support from their higher education institution.

Engagement 130

Engagement How To Trends Meeting 130

Comm100

SEPTEMBER 19, 2022

When listing technologies that have shaped the way people communicate, it’s impossible to exclude SMS, or text messaging. Compared to other communication channels that demand more time from customers, a text message can be read in just five seconds on average. 60% of Millennials and Gen Z now say that they “ hate calling people ”.

Social Media 130

Social Media Customer Satisfaction Communication Customers 130

NICE inContact

JANUARY 12, 2020

In their private life, Millennials and Gen Z have long since abandoned outdated ways of communicating with each other – today, “the screen” is the place to be (and interact), whether it’s Facebook, WhatsApp, Twitter or any other social network. Customer service is changing rapidly and fundamentally.

Customer Service 156

Customer Service Social Media Interaction Customers 156

InMoment XI

FEBRUARY 7, 2024

Generic, one-size-fits-all communication and experiences aren’t an effective way to reach them. However, the prevalence of surveys has led to “survey fatigue,” especially among younger generations like Gen Z. Instead, 71% of consumers expect personalization from the businesses they choose.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

Kustomer

JULY 6, 2023

According to Zurich , Gen Z is expected to make up nearly 30% of the workforce by 2025. What I’ve noticed is that Gen Z does things differently, and they expect their work life to be like the rest of their life – supported by technology and AI. Gen Z are not idiots. The workforce is rapidly changing.

Customer Service 98

Customer Service Exercises Chatbots System 98

2020 Research

APRIL 3, 2024

Key Takeaways Gen Z shows a strong awareness of excessive screen time, with 75% actively monitoring their digital consumption, while older generations exhibit contrasting habits. Screen Time Monitoring Habits The study found that approximately 75% of Gen Zers actively monitor their screen time.

Social Media 52

Social Media Study Groups Survey 52

Comm100

FEBRUARY 1, 2023

Benefits of live chat in higher ed Higher education live chat use cases Best live chat for higher education Live chat for higher education is a tool that sits on websites that lets students communicate in real-time with support agents using a chat window similar to messaging apps. of blended learners and 90.4% of blended learners and 9.6%

Effort Score 215

Effort Score Wait Times Video Communication 215

Comm100

MARCH 7, 2023

We asked them: what support factors are most important to them what are their preferred communication channels how quickly a potential school needs to respond to their query how important is it for schools to provide 24/7 support. 81% of Gen Z admit to experiencing anxiety when talking on the phone.

Survey 167

Survey Chatbots Wait Times Report 167

Optimove

NOVEMBER 15, 2022

Gen Z today comprises around one-third of the world’s population. As ever-increasing numbers of this generation complete higher education and take their first steps into the workforce, mobile marketers without a robust Gen Z-focused strategy won’t make it. Tip #1: Make it personal. Even better? Tip #2: Make it authentic.

Tips 59

Tips Gamification Engagement Marketing 59

Alida

JUNE 26, 2019

Bustle Digital Group 's Trend Group team are experts in engaging Millennial and Gen Z women. Whether that be considering how to communicate, ask questions, share back, or give personal recognition, they walk a mile in their customers' shoes to decide the best approach.

Feedback 174

Feedback Trends Groups Communication 174

Comm100

APRIL 22, 2023

Student needs have changed, and digital communications such as live chat and bots have become an essential tool in student enrollment. Digital communication and live chat are the top success factors in support Asked what matters most to them in support, students chose digital communication above all else. Read more 1.

Strategy 130

Strategy Chatbots Omni-Channel Social Media 130

Comm100

MARCH 13, 2023

The survey also asked students how they want to be engaged and supported during the pre-enrolment phase, ranking top support factors, preferred communication channels, and speed expectations. Gen Z have been the first generation with 24/7 access to the internet. You can download the survey results for free below.

Chatbots 187

Chatbots Survey Social Media Report 187

CSM Magazine

FEBRUARY 10, 2023

For companies looking to attract and retain customers, investing in Gen Z employees can provide an effective way to improve customer service. In this article, we’ll look at how Gen Z employees can help you give your customers the best possible experience and how you can make sure they stay with your company.

Customer Service 52

Customer Service Trends Customers Groups 52

CSM Magazine

FEBRUARY 28, 2023

As the newest generation of consumers enters the marketplace, companies have to ask themselves: is their customer service ready for Gen Zalpha? Who is Gen Zalpha? The term “Gen Zalpha” is a combination of the terms Gen Z and Gen Alpha. What Sets Gen Zalpha Apart from Other Generations?

Customer Service 52

Customer Service Social Media Entertainment System 52

Playvox

JULY 28, 2022

Gen Z dislikes the hierarchy that other generations tend to cling to. But that’s not what’s happening enough — about a third of Gen Z respondents in a 2022 Deloitte survey said decisions in their organization are made at the top and employee feedback is disregarded. Gen X values independence above almost all else.

Contact Center 66

Contact Center Social Media Gamification Competitive Advantage 66

Comm100

MAY 31, 2023

It also provides them with an exceptionally convenient method of communication, allowing them to easily reach out via the website, and even multitask as they receive support. Among Gen Z, the typical student age, this stat climbs even higher. The real-time nature of live chat ensures students can receive instant support.

Strategy 173

Strategy Marketing Financial Advertising 173

2020 Research

OCTOBER 18, 2022

Continue reading as we explore how consumer packaged goods companies can better cater to Gen Z and Millennial customers in the face of imminent recession. Stan Sthanunathan communicated an interesting viewpoint on why it is important to focus on some generations—such as Gen Z and Millennials—more than others during a recession.

Trends 52

Trends Social Media Consumers Groups 52

Comm100

OCTOBER 25, 2021

This blog will explore why digital transformation is key to student engagement and how schools and colleges can take their first step towards this with intelligent digital communication. The way students communicate has changed. What’s more, digital transformation in student communication also directly benefits institutions.

Engagement 202

Engagement eBook Chatbots Social Media 202

Playvox

OCTOBER 6, 2021

As more Baby Boomers transition to retirement and those in Gen Z kick-off their careers, we’ll start to feel the influence of younger professionals and the dynamics of the American workplace adjust. Gen Z is often recognized for having a communicative nature. . Instead, ask how they prefer to communicate.

Contact Center 75

Contact Center Tips Management Groups 75

Comm100

MAY 4, 2022

The need to shift towards digital support is also increasing as Millennials and Gen Z reach financial maturity. Research from BAI found that 62% of Millennials and 61% of Gen Z said they would switch their primary bank account for a better digital experience. This has two major benefits.

Chatbots 189

Chatbots How To Omni-Channel e-support 189

Kustomer

AUGUST 24, 2022

The way we communicate with brands is changing, and businesses must prepare now for the future. Conversely, less than half of Gen Z consumers say they check their email multiple times a day, compared to 72% of consumers 65+. They want to be a part of a brand’s community, and establish a true connection with the business.

Communication 97

Communication Data Self Service Average Handle Time 97

Comm100

FEBRUARY 1, 2022

One of the key reasons that students have adopted digital communications is for the ease of access and availability. Gen Zers now expect to engage with a brand whenever they choose. Students can reach out via live chat, social media, email, or even SMS – and every message will be funneled into one unified agent console.

Engagement 190

Engagement Omni-Channel Chatbots Social Media 190

Comm100

MAY 1, 2018

Despite their differences and disagreements, Millennials, Gen X, Baby Boomers, and more, can come together to create dynamic and effective teams. Proactively navigating generational differences in the workplace will help you better understand, communicate with, and lead a multigenerational workforce. Generation Z (iGen).

Management 103

Management How To Groups Financial 103

Kitewheel

JUNE 22, 2020

When you think of Generation Z, a number of stereotypes might come to your head: they’ve got short attention spans, they crave instant gratification, or they spend all of their time on their phones. Based on that, Gen Z may sound like a nightmare audience for marketers to target. But how can brands appeal to the Gen Z market?

Social Media 52

Social Media Advertising Fashion Video 52

Playvox

JANUARY 13, 2022

Gen Z Has Arrived. Members of Generation Z, people born between 1995 and 2012, are entering the workforce and bringing their own ideas about how the workplace should function. Gen Z is defined by technology and values. In addition to being tech-savvy, Gen Z also makes decisions based on morals and values.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

CSM Magazine

AUGUST 4, 2022

For Gen Z, price and digital experience are the biggest drivers of customer satisfaction. Gen Z sees utility in the retail store as a convenient click-and-collect depot for merchandise. Gen Z and Millennials will continue to push the envelope on digital experiences, a shift that has been going on for years.

Consumers 59

Consumers Retail Customer Satisfaction Advertising 59