Why Gen Z Loves Automation and Boomers Prefer Human Interaction
If you're looking to automate your retail customer experience, you may want to consider the age of your target audience. According to a recent survey by InRule Technology, Baby Boomers are generally skeptical of automation, while Gen Z consumers are more open to it.
Here are some of the key findings:
Gen Z consumers are more likely to see the positive side of automation, with 40% believing it improves privacy and security, compared to just 12% of Boomers.
Gen Z also thinks automation leads to greater personalization (41%) and improved customer support (43%), compared to Boomers who rated these benefits lower.
However, Boomers are more likely to feel that automation lessens human-to-human interaction (67%) and is impersonal (47%).
When it comes to using a chatbot like ChatGPT, the survey revealed a significant age gap. Boomers are much less likely to trust chatbots and prefer to interact with a human, while Gen Z consumers are more open to the technology. Specifically:
Over half of consumers (59%) distrust or fully distrust chatbot technology, with Boomers being the most skeptical.
Nearly half of consumers (47%) don't enjoy or are uninterested in using chatbots during the CX, with Boomers being the least interested.
71% of Boomers don't enjoy or are uninterested in using ChatGPT, compared to just 25% of Gen Z.
In contrast, 58% of Gen Z enjoy or are interested in using ChatGPT, compared to just 14% of Boomers.
Overall, it seems that if you're targeting a younger audience, automation and chatbots may be a good option for your CX strategy. However, if your target audience is older, you may want to consider a more human-centric approach. At the end of the day, it's all about understanding your audience and meeting their needs in the best way possible.
Let's Tailor Your Content Strategy. Together, we'll explore the art of engaging diverse audiences, from Gen Z to Baby Boomers. Crafting content that resonates naturally and sparks conversations. Ready to chat with us today?