This surprised us. Yet another example why getting out and talking to your customers (or having us do it for you) can open eyes that don’t see things from the office.
Gen Z say they want more human interaction in certain consumer experiences that have totally removed the human element. When AI starts to alienate the generation it was meant to cater to, you know there’s an issue with your CX strategy. We’ve been on the road moderating focus groups and talking with consumers from a range of demographics, but I was surprised to hear this sentiment echoed strongly from our Gen Z cohort. A good reminder for brands and businesses to not just assume new technology will be a net positive for the consumer experience... when you go all in on tech, you run the risk of losing your customers along the way. #consumerinsights #brandstrategy #independentagency #qualitativeresearch
