Why Read This
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.
Tags: Banking, Consumer PCs, Customer Experience Index (CX Index), Customer Experience Management, Data Services, Financial Services, Health Plans, Healthcare, Internet Access Service Providers, Marketing & Strategy, Mobile Voice Services, Omnichannel Customer Experience, Retail Credit, Telecommunications Services, Voice Services