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A Generational View of the Customer Experience  

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The Consumer is ready! Are you?

By Julia Ochinero

In the fast-changing world of customer service, AI and digital transformation are game-changers. Julia Ochinero, a leading industry expert, recently led an illuminating panel discussion about contact centers in the AI and digital transformation era. Her insights and the discussions that unfolded during this session have unveiled a wealth of knowledge and game-changing strategies for businesses looking to harness the power of artificial intelligence and digital advancements to revolutionize their customer service operations for ALL generations.

In this blog, we’ll explore the key takeaways and invaluable insights shared at ACCA, providing a comprehensive overview of how organizations can navigate and thrive in this new era of customer engagement.

Consumer expectations and preferences are evolving unprecedentedly, and businesses must adapt to meet them where they are. Last week, at the Austin Call Center Symposium AI panel, I delved into the significance of understanding and catering to the distinct needs of different generations in the realm of customer service.

Here is a quick recap of key insights from that discussion. As technology advances, embracing AI solutions to enhance customer experiences is not just a choice; it’s a necessity. From Baby Boomers to Generation Z, each generation brings unique preferences and demands, and AI can play a pivotal role in tailoring services to their expectations. Let’s explore how businesses can harness the power of AI to ensure they are ready to meet their customers’ diverse needs. 


This generation prefers live agents. Which at first glance seems expensive. However, they outspend all other generations – by $500B and are responsible for 50% of spending across the U.S. They control 70% of U.S. disposable income. 

Neglecting them means leaving potential revenue on the table 

While they prefer traditional channels (the phone and a live agent), they become easily frustrated when they don’t understand resolution options on complex issues. So, where would AI be relevant here? AI can listen in and provide agents with empathetic language to ease a challenging conversation. 


This generation is exceedingly loyal. Do things right, and never leave your side. Their contact preferences sit somewhere between the boomer and millennial regarding automation.  

So, sentiment analysis is always good to direct how engagement is going. And, if they want to be handed off to a human – AI can ensure sentiment, and the info on their need is passed along so they don’t have to repeat themselves. 


They were born during the digital age. If they can efficiently problem solve without human intervention – that is their preference. This is where AI-driven chatbots are golden. 

It is also super important to have an integrated omni-channel experience that is tied together with AI – as they might start on one channel and pop over to another expecting whatever channel they are on to have context for where the conversation left off.  


Besides wanting to avoid human contact if they can, they assume you know them.  

They assume you know them so well – that you anticipate their needs.  So, Predictive Analytics is essential.  Additionally, outbound lead generation tied to predictive analytics can be a real revenue accelerator.  I know this to be true as a parent of two Gen Z’ers. If they can at all possible avoid human interaction – they will.  

In this fast-paced era of technological transformation, consumers are not just ready for AI-powered customer service solutions but actively seeking them. Ignoring the potential of AI means leaving a significant revenue opportunity on the table.

From Baby Boomers who appreciate personalized guidance to Generation Z, who prefer to avoid human interactions, AI offers many applications that can enhance the customer experience across generations. By taking small, calculated steps toward AI integration, businesses can minimize risks and stay ahead in the ever-evolving world of customer service. So, the question is, are you ready to embrace AI and meet your customers where they are? The answer could very well define the future success of your business. 



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