Soon, Millennials and Zoomers will be the two largest consumer groups in the country. Companies aiming to improve brand loyalty among these groups should understand their different expectations and preferences for the customer experience. According to Statista, members of the Millennial generation were born between 1981 and 1996 and are today between 25 and 40 years old. Generation Z, also known as Zoomers, includes those born between 1997 and 2012. The oldest members are 24 years old, while the youngest are just 9 years old—only reaching adulthood by 2030.
In a Zendesk study, 60 percent of Zoomers and Millennials agreed that "Automation/bots are helpful for simple problems," while only 15 percent disagreed. About 40 percent of customers from Gen Z and Millennials agreed with the statement "If I'm in a hurry, I would rather interact with a chatbot than a real support agent," while 30 percent disagreed. During the pandemic, AI usage has increased. 20 percent of Zoomers and 18 percent of Millennials report that the COVID-19 crisis has led them to use chatbots more frequently. In contrast, only 6 percent of older customers say they have used bots more during the pandemic, and 22 percent say they use them less. Another interesting figure: over a third of all Zoomers and Millennials now increasingly use web chat, compared to 15 percent of Boomers.
