PANEL: Next Generation(s) of Customer Experience
Tuesday, June 29, 2021, 11:00 AM - 11:30 AM
Wayne Butterfield
Partner - Contact Center Transformation
ISG
Danni Rush CCO Virgin Experience Days
Akhila H Analyst ISG
Alex Mead Chief Customer Service Officer Digital FinTech
Chris Herzog Senior Data Scientist Mars
Danni Rush CCO Virgin Experience Days
Akhila H Analyst ISG
Alex Mead Chief Customer Service Officer Digital FinTech
Chris Herzog Senior Data Scientist Mars
![Wayne Butterfield](http://assets.swoogo.com/uploads/thumb/3647952-65e8d1673d745.jpg)
![Danni Rush](http://assets.swoogo.com/uploads/thumb/1154426-60a81b8a7b974.jpg)
![Akhila H](http://assets.swoogo.com/uploads/thumb/1154441-60a81c5ae6dbb.jpg)
![Alex Mead](http://assets.swoogo.com/uploads/thumb/1181664-60ba757353add.jpeg)
![Chris Herzog](http://assets.swoogo.com/uploads/thumb/1154419-60a81b4bbf0f2.jpg)
Consumers can be grouped into several main groupings – the greatest generation, baby boomers, gen x, y (millennials), and z – and catering to them all at once can be challenging. Each have their own needs. Clearly, millennials want to use their phones/devices to do as much as they can. That can’t always be said for all generations. Companies have to strike a balance as they accommodate different customer groups. At the same time, companies have to carefully consider what is automated and internet-enabled, so they don’t lose the competitive edge that human interaction can often provide.
Panel
Voice of the Customer
Day 1- Track 2