Experts are predicting that in 2025, the digitally native demographic, Gen Z will make up more than a quarter of the global workforce. If business leaders want to appeal to and engage with these spenders, the demands of this powerful group will need to be at the forefront of their marketing strategies.
So who are they and what do they want? Importantly, Gen Z has high expectations of rapid technological advancements. They use social media to source inspiration for purchases and expect frictionless, gamified and personalised consumer experiences. They consume more content than ever so it’s increasingly difficult for brands to cut through the noise and be heard. Businesses must leverage these emerging technologies in customer service, marketing and advertising strategies to appeal to this new generation with increasing spending power.
So what are the emerging technologies rapidly driving innovation in customer experience? Obviously AI tools are central to understanding and engaging with your audience. By leveraging AI and ML, businesses can analyse real time customer emotions and sentiments, (Emotion AI) to provide more empathetic and personalised experiences. Businesses are also harnessing the power of AI through CX chatbots and virtual assistants (VAs) to meet demands for higher-quality customer service. AI-powered Augmented Reality (AR) and Virtual Reality (VR) experiences are creating immersive and interactive experiences for customers, blurring the edges of the real and digital worlds. Companies are also leveraging IoT data to gain deeper insights into customer behaviour and preferences, enabling them to tailor services and products more precisely. Digital Twins are allowing businesses to tailor recommendations and marketing campaigns, fostering deeper engagement and customer loyalty.
With developments in this space moving so fast, it’s vital for business leaders to ensure that they’re up to date with the very latest trends and technologies shaping their businesses. Join us at our ‘Transforming customer experience; harnessing the latest trends and emerging technologies for competitive advantage’ Chief Disruptor Breakfast Club on Tuesday 7 March for the very latest strategies to engage and delight your customers.
AGENDA
8:45 Welcome and introduction
8:50 Fireside chat
- Exploring the implications of the latest Gen Z expectations and behaviours
- What is hyper-personalisation and what are the emerging technologies enabling this?
- Examples of how the latest emerging technologies enabling these demands to be met
- What is the role of humans in this new world?
- How are the latest advancements in CX chatbots and VAs revolutionising the way businesses interact with their customers?
- How are organisations using the latest real-time data analytics and predictive modelling to offer unprecedented insights into consumer behaviour and preferences?
- What are the latest omni-channel trends creating seamless, unified experiences for customers across all channels and touchpoints?
- Exploring the implications of the importance of trust to Gen Z
09:05 Virtual roundtable discussion
- Introductory question: How are you using technology to innovate customer experience?
- How well equipped is your business to meet the demands of your Gen Z customers?
- What are the factors preventing this?
- How do you design an omnichannel strategy that meets Gen Z customer expectations and delivers a cohesive, consistent, and seamless experience regardless of the platform?
09:45 Next steps and key takeaways
10:00 Close
