June 18, 2025 • 2 min read
Genesys' new global study uncovers the shifting tides of customer and employee expectations across generations. As loyalty grows fragile and experiences become the battleground for brand preference, organizations must redesign how they engage across every channel, touchpoint, and moment. This isn't just about CX or EX — it's about experience orchestration at scale.
Key Findings from the Report:
86% of consumers globally say a brand is only as good as the service it provides.
65% of consumers — and 74% of millennials — rank a brand’s customer service reputation as a top purchase factor.
70% of Gen Z and millennials rely heavily on reviews and ratings when choosing brands — 19 points higher than Gen X and boomers.
80% of consumers say they'll buy more often from brands that consistently personalize the service experience.
76% say empathy and understanding from brands are crucial to their loyalty.
73% of millennials and 61% of Gen Z workers say they’re more likely to stay with an employer offering a personalized job experience.
93% of younger workers express concerns about AI adoption in the workplace — but 28% of millennials still believe AI will make their jobs better.
50% of consumers say they’ll abandon a brand after five or fewer poor service interactions.
The CXF Take:
This report makes one thing clear: The future of loyalty is personalized, digital, and emotionally intelligent. Younger generations demand experiences that reflect their identities — across buying decisions, service channels, and workplaces.
What brands need now is not more channels — it’s seamless, channel-less experiences. Context must travel with the customer. Agents must be empowered by AI, not buried in tools. Service must feel empathetic, not robotic.
For employers, personalization isn’t just for customers — it’s a retention strategy. Millennials and Gen Z want flexible schedules, meaningful growth paths, and cultures aligned with their values. The same orchestration mindset that powers great CX must extend to EX.
The most future-ready organizations will break silos between CX and EX, using AI to harmonize journeys for both. Experience isn't a department. It's the whole business.