FORRESTER.COMGETSTARTEDACustomTechnologyAdoptionProfileCommissionedByAmericanExpressMay2017RaisingTheBarHowGenZExpectationsAreReshapingBrandExperiencesFORRESTER.COMOVERVIEWSITUATIONAPPROACHOPPORTUNITYCONCLUSIONSACustomTechnologyAdoptionProfileCommissionedByAmericanExpressMay2017RaisingTheBarOverviewGenYcreatedthedemandandbenchmarkforseamless,personalizedcustomerserviceexperiencesleveragingtechnology,fromreceivingreal-timecardbenefitnotificationsviaasocialmediabot,toautomaticallyearningextrarewardsforcarsharerides.WithGenZquicklyenteringthespotlight,companieswillneedtoraisethebartoensurepositivebrandperceptionandloyaltyfromthisup-and-cominggenerationoftrue...
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