Not all is lost for smaller brands

Not all is lost for smaller brands. The democratization of technology, especially artificial intelligence (AI), can level the playing field by giving organizations access to expertise, technology, and data not otherwise accessible. Let’s face it, if you’re not embracing AI today, you are leaving dollars on the table. Just over half, according to our ECommerce Relevance Report, (%) of - year olds – many of whom are part of the Gen Z population – would be willing to veer away from Amazon if other retailers were able to deliver a more tailored customer experience.







And as per the Holiday Shopping Report: Spending https://lastdatabase.com/ Trends & Impact study % of Gen Zers want tailored offers, discounts, and promotions. And they are motivated by social merchandising badging like best-seller notifications (%) and product recommendations (%). Relevance Removes Friction When it comes to customer service, Gen Zs have embraced web-based self-service more than other generations, according to the Zendesk Customer Experience Trends Report.







Enabling it is critical for these customers. Our own research shows that % of Generation Z say they will abandon a brand if they can’t resolve an issue on their own. The problem is, this happens a lot: after reviewing , customer journeys, Gartner found that though % of the customers were using self-service channels, only % could completely resolve their issue through self-service.