Hey there, let’s talk a bit about Generation Z. Are we influencing customer experience (CX) in modern times?

My name is Gustavo Barbosa, and I handle the content strategy for Dialogi.ai. As a member of Generation Z, I’d like to share some insights on how this generation is impacting CX.

Yes, companies are offering solutions that meet our needs. But is that enough? No! Developing a great customer experience goes beyond just meeting needs. It’s about facilitating the purchasing journey and creating an emotional connection. We, as Generation Z, expect that. After all, we grew up in a digital world; we are tech natives. So, we seek quick, efficient, and personalized solutions.

We want something simple, intuitive, and, above all, we want to feel heard.

Why does this matter? Because technology has changed our way of consuming. The digital world has democratized the space for voices. Back in Web 1.0, only companies and governments created content. Everything was informative but lacked interaction. Then, with Web 2.0, people started to collaborate, create, and actively participate. Today, we want that interaction all the time. Not only do we want to be heard, but we want to feel that the experience is tailored for us—something unique and authentic.

This is where customer experience makes all the difference. When we, as Generation Z, want to consume something, we expect impeccable service on digital channels. If we don’t find that, we simply switch to another brand. It’s that simple. We value brands with purpose and those that are transparent in their communication.