Quadient：管理五代人的客户体验需求-来自全球客户体验专家的见解（英文版）（32页）.pdf

1、With Insights from CX Experts Around the GlobeManaging the CX Demands ofManaging the CX Demands of 5 Generations|2TABLE OF CONTENTSConclusionThe Role of CCMThe Customer JourneyDigital or Physical:Dont Make Them ChooseOne size doesnt fit all5 Generations and Their CX Expectations Silent Generation (T

2、raditionalists)Baby Boomers Generation X Millennials Generation ZIntroductionINTRODUCTIONBaby Boomers,once the largest generational cohort,were followed by Generation X,the smallest age demographic.Gen X was followed by the Millennials,who outnumbered Baby Boomers,and now Generation Z is hot on thei

3、r tails as the youngest,and largest,generation to date.Born into a world brimming with technology,smartphones,social media,Gen Zers didnt have to adapt to technology;it was always there.They are likely to be our first fully-digitized generation.However,unless your business is aimed at a specific age

4、(e.g.,pre-school parents or over-55 housing),focusing on one generation to the exclusion of others is not always a good strategy.Pew Research Center(a nonpartisan fact tank)published the chart featured on page 4 as part of Defining generations:Where Millennials end and Generation Z begins.1 Bookende

5、d by the Silent generation,sometimes referred to as Traditionalists,and Gen Z,the continuum of ages in the chart comprises your customer base.Because of differences in comfort with technology,a one-size-fits-all approach to Customer Experience(CX)would leave many of them dissatisfied.A hybrid physic

6、al/digital strategy,though,that allows each generation to find their comfort level,will ensure all customers are satisfied.1.Pew Research Center.“Defining Generations:Where Millennials end and Generation Z Begins,”Jan 2019.Managing the CX Demands of 5 Generations|3Managing the CX Demands of 5 Genera