McKinsey : The evolution of customer care: AI and the Gen Z effect

Gen Z’s influence on consumer behavior and employment trends is driving contact center leaders to integrate AI, adapt to market changes, and implement holistic strategies for customer care.

With the coming of age of Gen Z—both as customers and new workforce entrants—customer demands are evolving. At the same time, generative AI (gen AI) is transforming how contact centers respond to these demands.

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McKinsey : The evolution of customer care: AI and the Gen Z effect

Gen Z’s influence on consumer behavior and employment trends is driving contact center leaders to integrate AI, adapt to market changes, and implement holistic strategies for customer care.