Gen Z is reshaping customer experience in ways most brands aren’t ready for. In this episode, Darren Prine is joined by CX thought leader Jeofrey Bean, author of Next Generation Customer Experience, to discuss why Gen Z is so different, what most companies are missing, and how leaders can deliver CX that wins their trust and loyalty. From trust and peer recommendations to the right balance of AI and human empathy, this conversation is packed with insights for today’s CX and contact center leaders
Welcome & Background – Jeofrey’s journey and why Gen Z is the focus of his new book.
Why Gen Z is Changing Everything – habits, buying power, and expectations.
The Importance of Trust and Peer Reviews – how Gen Z validates decisions.
Customer Experience Intelligence (CXI) – using data and insights to serve Gen Z.
Balancing Human Touch and AI – why this generation expects both.
Workshop Preview – frameworks and takeaways from the Next Generation CX Workshop.
Final Thoughts & Calls to Action – Jeofrey’s three key takeaways.
Resources Mentioned:
Next Generation Customer Experience Workshop: https://bit.ly/NexGenCXFL
Del Mar Research: https://delmarresearch.com/
Next Generation Customer Experience (Book by Jeofrey Bean): https://a.co/d/5jdqTe2
Connect with the Guests:
Jeofrey Bean – LinkedIn | Website
Darren Prine – LinkedIn | Cloud Tech Gurus