Winning Over Gen Z and Millennials: How to Tailor Customer Service for the Next Generation

The days of door-to-door sales and call-in complaints are long gone. Today, purchases happen with a click—no human interaction required. And when something goes wrong, it only takes one social post to spark a global conversation.

Millennials are now the most populous generation, finally overtaking Baby Boomers as of the last US census in 2020. Millennials, born between 1981 and 1996, have long been spotlighted for their transformative impact across industries. And their preferences—not just for how they shop, but also how they expect service after the sale—are rapidly reshaping how companies design and deliver their offerings.

And with Gen Z—those born between 1997 and 2010—quickly following in Millennials' footsteps, one thing is clear for the customer service industry: the old tactics no longer work.

Read on to see how Gen Z and Millennials approach customer service—from their go-to channels and expectations to what actually earns their loyalty.

One Shot to Keep a Customer

Think about the last time you had a bad customer experience. Did you tell someone about it? Don't worry—you're in good company. According to our recent survey, 95% of people tell someone else after just one negative customer experience. On top of that, 40% of customers leave a brand entirely after just one negative customer service experience. Unfortunately, Gen Z (36%) and Millennials (40%) are the most likely to do so.

Whether it’s venting to friends or posting online, most people make sure their frustrations are heard. And if your company is in the spotlight, the cost of a bad experience can be steep.

Nearly a quarter of Gen Z and Millennials will take their complaints online—just one post away from going viral. But not the kind of viral you want. In customer service, “any press is good press” doesn’t fly. Prioritizing satisfaction isn’t just smart—it’s essential.

At the end of the day, you get one shot to win a customer—regardless of whether they’re Gen Z or Millennial. That’s why every tactic you use should aim to elevate the customer experience. Support needs to be easy to find, effortless to use, and exceptional every step of the way—fast answers, friendly agents, and resolutions that actually stick.

After all, if you don't, it could easily mean the difference between a single purchase with dissuaded potential consumers and a lifelong customer with the possibility of referrals.

The Rise of Digital Customer Service

Quick resolutions aren’t just a CX priority—they’re what customers expect. Our survey found that fewer than half of Gen Z prefer phone calls, and most Gen Z and Millennials say self-service options have improved their customer experience.

Just like they turn to digital channels to share bad experiences, younger customers prefer using those same channels to get support. In fact, only 16% of Gen Z report frustration when directed to non-voice options or when they don’t reach a live agent.

Interestingly, nearly all Gen Z and Millennial respondents expressed interest in using AI agents for customer service—as long as they have the option to escalate to a live agent if needed. With 84% of Gen Z and 85% of Millennials showing curiosity, it’s clear their appetite for fast, accurate answers and comfort with new tech is driving this trend.

As Gen Z and Millennials grow in number and buying power, digital customer service—from self-service tools to AI-powered chat and voice agents—shouldn’t be optional. It’s not just good for your business; it’s what your customers increasingly expect.

Experimenting with New CX Channels

When it comes to customer service, more channels beat fewer—especially if you’re prioritizing Gen Z. As you explore new tech for your contact center, don’t overlook emerging options like video. Our survey found that 4 in 5 Gen Z respondents are open to this still underused channel.

For urgent or sensitive issues, the classics still win. Phone calls remain the top choice, with 67% of Gen Z and 70% of Millennials turning to voice support first. Email trails behind—preferred by just 47% of Gen Z and 38% of Millennials—while texts and messaging apps land in the teens. As you innovate, make sure the essentials stay strong.

Reinforcing the need for a “more is more” strategy, Gen Z and Millennials are significantly more likely to switch support channels—especially when price is a factor. Forty-five percent say they’ll change channels based on a product’s price, compared to just 28% of Gen X and 21% of Boomers.

Get the Full Picture

Although Millennials are the most populous generation, they and Gen Z still only make up about 40% of the US population. To truly understand how your entire customer base thinks about customer service and to tailor your CX offerings and methods better, download our 2025 Customer Experience Report today.