The Differences Between Younger and Older Generations in the Customer Experience Journey

In China, the vast majority of consumers don't want to talk to a human. They're very comfortable with technology in a way that we cannot imagine and why is that? Well, I think it's some cultural aspect which is combined with the fact that technology has been much more mature than in the US or in Europe for years. The younger generation that we found in the survey is completely different. And this younger generation where they are in a store and they have a question, they'd rather take their phone, look online, try to find the answer by themselves.