Millennials vs Gen Z: How Their Customer Support Expectations Differ
April 8, 2025•5 min readCustomer Experience
“Millennials want to be heard. Gen Z wants to be helped—fast. Businesses must balance human empathy with technological efficiency.”
Millennials and Gen Z are digital natives, but their preferences in customer support are surprisingly different...
Understanding the Generations
Millennials (born 1981–1996) experienced the internet boom...
Millennials' Support Preferences
Millennials prefer a mix of human interaction and digital tools...
Gen Z’s Support Style
Gen Z prioritizes speed and self-service...
Key Differences Summarized
- Millennials: Omnichannel, personalized, prefer human touch.
- Gen Z: Mobile-first, speed-focused...
Shared Values
Both generations value transparency, authenticity...
Best Practices for Businesses
Combine AI and human support...
Tags
#Generations#Support Trends#Digital Natives
