Becoming all generations friendly - Engage Customer · 4 defining characteristics to be aware of in Gen Y, Z and Alpha Reaction time and time-to-impact Being at one with technology

Becoming allgenerations friendly

Exceeding Customer Experience Expectations Across All Generations

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1920s 1930s 1940s 1950s 1960s 1970s 1980s

1925

SilentGeneration

BabyBoomers Gen X

Gen YMillennials

1943 1965 1980

Ringing in the changes – Defined by social consciousness


Type 1A

Type 1B

Type 2A

Type 2 B

Type 3A

Type 3B

Type 4A

Type 4B

Type 5A

Type 5B

Type 6A

Type 6B

The Millennials and Gen Z

Type 2Type 1 Type 4Type 3 Type 6Type 5


Face to face – a world of personalities


Spot quiz

LIT

Really awesome


Spot quiz

Gold

Something you’re aspiring to


Spot quiz

Salty

Bit moody


Spot quiz

CEBB

Can’t even be bothered


Spot quiz

POS

Parents over shoulder


Use of technology across generations

MillennialsBaby Boomers Gen Z• Why is it useful?

• Typically later adopters of technology

• Evolved with technology

• Resourceful and often lead disruption

• Only knows technology

• Questions the phone icon on smartphone….

• Overdosed on content, fake or real

Gen X• Middle child

• Underpin a lot of digital transformation

• Bridge the gap of old to new

****BUT BE AWARE ****


> 90% of all gen’s use the internet in the UK

91% aged 35-44 are shopping online

39m social media users in 2017 (58% of UK Pop.)

Facebook followed by Youtube are most visited

“Resistance is futile”

4 defining characteristics to be aware of in Gen Y, Z and Alpha

Reaction time and time-to-impact

Being at one with technology

Adoption and de-adoption of technology

High adaptivity of innovative technologies

“As soon as adults start to use the same as us, we

move on to something else”

• Attention spans of just 8 to 12 seconds

• Usually working multiple screens at once

• React on mass to things they like and don’t like

• The influencer audience

“Dad, why do the interviewers ask if I know how to use a computer?”Ask and ye shall have !


Previous generationshad to use the channel YOU

provided if they wanted to buy a product

New generationsuse the channel THEY want and if

you aren’t there, they will go elsewhere

For companies, this means: Customers hold the power


It’s all about the agility to change and be on message.

However, when the conversation keeps moving, how do companies keep up?

If companies want a voice, they need to be part of the

conversation.

Fulfil customer needs or perish – The channel-less economy

Design to pivot Genuine engagement Evolve don’t reset


Alwaysavailable

Five areas to enable seamless and excellent interactions

Customer Understanding

Engagement Personalisation AI-based


Customers, regardless of age, are not asking for automation, robots, or new channels of communication.

They don’t all know what AI or digital customer engagement is, but often, what they want to achieve,

requires these.


Keep your customers satisfied

Odigo helps big organizations connect with individuals

through world-class, cloud-based contact center solutions.

Our cutting-edge, proprietary technologies enable a

seamless, efficient, omnichannel experience for your

customers and a satisfying, engaging experience for your

service agents.

Odigo serves more than 400,000 agents and business

users globally. With a 25-year history of industry firsts,

Odigo has more than 200 clients around the world.

Odigo is a Capgemini brand, which means we benefit from

the scale and expertise of one of the world’s foremost

providers of consulting, technology services and digital

transformation.

Visit us at

www.odigo.com

This message contains information that may be privilegedor confidential and is the property of the Odigo.Copyright © 2019 Odigo. All rights reserved.

About Odigo

http://www.odigo.com/

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Becoming all generations friendly - Engage Customer · 4 defining characteristics to be aware of in Gen Y, Z and Alpha Reaction time and time-to-impact Being at one with technology