As Millennials rise to become the largest buying force globally, it’s increasingly important for businesses to connect with them and win their loyalty with stronger customer experiences. However, according to the latest NGCX Benchmark Report, lack of strategy and execution are keeping businesses from creating a CX strategy aimed at Millennials.
Specifically, 26% of respondents cited “Execution” and 25% cited “Lack of strategy” as the greatest obstacle preventing them from becoming more customer-friendly towards Millennials. However, 89% of organizations surveyed acknowledged that Millennials have distinct preferences that require a more fine-tuned strategy to meet them. “Executive buy-in” was the lowest-reported obstacle, making it clear that the majority of companies already know that they need to be shifting their approach to reach the next generation of customers—how to do that is another question entirely.
Download the full research report based on responses from practicing CX executives, and you’ll learn:
- The channel that 30% of CX leaders have made their top budget priority, and how they split their focus between every channel to build stronger relationships.
- Why CX leaders are lagging behind in creating full omnichannel strategy to reach millennials, and where they’re finding real success.
- The percentage of your competitors who have made creating a tailored millennial CX strategy a top concern.