For Customer Experience Professionals

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	September 30, 2009 The Customer Experience Generation Gap Customer Experience Index Scores Across Five Generations And 12 Industries by Bruce D. Temkin with William Chu, Angela Beckers	Average: 8  (2 ratings)

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Executive Summary

Across most industries, Seniors give firms the highest marks for customer experience, and Gen Yers give them the lowest. The most significant exception is that Older Boomers give PC manufacturers the lowest scores. The difference across generations is largest for health plans, especially when it comes to the enjoyability component of Forrester's Customer Experience Index: Seniors give health plans a 62% rating in this area, while Gen Yers give them a 24% rating.

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