March 25 - 27, 2019
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Millennials as Customers: The 2018 NGCX Benchmark Report
The Millennial generation, defined as those born between the early ‘80s to the early 2000s, are a demographic with a deep connection to technology. Coming of age along with the development of the internet means that for many Millennials, keeping pace with the newest devices and trends is second nature. As the tools they use to reach out to each other have evolved, so have their expectations for service and the desire for more personal brand interactions. This makes it critical for businesses to learn to meet them on the channels that they favor and to develop a voice that feels authentic and accessible, or risk being passed over. To better understand how brands are tailoring their customer experiences to remain competitive as Millennials continue to come of age as consumers, NGCX surveyed 100 leading Customer Experience (CX) and User Experience (UX) executives on the effectiveness of their strategies, their levels of preparedness, and the technologies that they feel will have the greatest role to play in the near future.
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