Modern consumers aka Millennials and Gen Z must be dreaming of the ultimate Genie-like algorithm that addresses their online needs the moment they come to their minds. Such aspirations breed a culture of immediacy and the digital consciousness that makes businesses nervously juggle high-tech tools. It’s not surprising, as their customers expect a challenging combo: getting what they want anytime and anywhere.
What’s more, these same customers view their entire journey (no matter how hectic it can be) as something wholesome. In other words, whatever channel they arrive through, they expect a personalized approach and consistent engagement.
Let’s see who these digitally conscious customers are, what they expect, and what to expect from them.