Digital habits: Younger consumers are more active with digital tools that allow marketers to test innovations to the shopping experience, such as personalized promotions and virtual try-on.
- Gen Z and millenials use quick payment tools such as Buy Now, Pay Later at higher rates than other consumer groups.
- The Gen Z consumer is the most active in purchasing virtual apparel from fashion brands, per a CivicScience study.
- Over four-fifths (85%) of Gen Z consumers engaged with a contact center using a virtual agent or automated phone, versus 58% for baby boomers, per a Talkdesk survey in October 2021.
The big takeaway: Brands need to diversity communication channels to reach younger audiences and provide frictionless shopping experiences.
- Given younger generations’ propensity for faster interactions, marketers looking to build relationships with Gen Z and millennial audiences would be wise to invest in SMS communications.