When it comes to customer service and customer engagement through emerging channels, Gen Z has distinct expectations of brands, according to an American Express study that was conducted by Forrester Consulting.
The study, “Raising the Bar: How Gen Z Expectations Are Reshaping Brand Experiences,” reveals that service and engagement through emerging channels. The study findings show that Gen Z is already financially empowered, with 81 percent making purchases on their own, has mobile spending power, with 59 percent having made....