The Generation Gap in Delivering an Ultimate Customer Experience®

Scott McKain
3 min readJun 4, 2023

We live in a fast-paced digital era. This means businesses are constantly evolving to meet the ever-changing needs and expectations of customers. However, there is a noticeable disconnect between different generations when it comes to delivering an Ultimate Customer Experience®.

The gap between more traditional approaches and a tech-savvy mindset has created challenges in understanding and catering to customer needs. Let’s explore two factors contributing to this #cx generation gap and present five steps businesses can take to bridge these gaps and create Ultimate Customer Experiences.

Understanding the Generational Divide:

  1. Technological Fluency: One of the most significant differences between generations is their level of technological fluency. Younger generations are digital natives. They have grown up with technology at their fingertips. They effortlessly navigate various digital platforms, seeking instant solutions to their problems. On the other hand, older generations may find themselves overwhelmed by the rapid advancements in technology, leading to a struggle in adapting to new customer service channels.
  2. Communication Preferences: Effective communication is essential for delivering excellent customer service. Millennials and Gen Z prefer quick and concise communication, often opting for instant messaging and social media channels. In contrast, older generations may prefer face-to-face interactions or phone calls. This disparity in communication preferences can hinder seamless customer interactions if businesses fail to cater to the preferences of each generation.

Bridging the Gap:

  1. Embrace Technology without Losing the Human Touch: I wrote about this extensively in my book, What Customers REALLY Want. It’s easy to assume that younger generations excel in leveraging technology, so we can overlook the importance of human connection with that market segment. Nothing could be further from the truth.
  2. Businesses should invest in training younger employees to balance the convenience of technology with personalized customer interactions. Encouraging empathy and active listening skills will help bridge the gap between…



Scott McKain

Author of “Year’s Ten Best Business” books, “Create Distinction” and “ICONIC.” Member of Sales & Marketing Hall of Fame and Professional Speakers Hall of Fame.