EPISODE · Aug 14, 2025 · 37 MIN
Next Generation CX with Jeofrey Bean: Why Gen Z Is Rewriting Customer Experience
from The Contact Center Gurus · host Amittai Zihove, Darren Prine, Jessica Voss
Welcome & Background – Jeofrey’s journey and why Gen Z is the focus of his new book.Why Gen Z is Changing Everything – habits, buying power, and expectations.The Importance of Trust and Peer Reviews – how Gen Z validates decisions.Customer Experience Intelligence (CXI) – using data and insights to serve Gen Z.Balancing Human Touch and AI – why this generation expects both.Workshop Preview – frameworks and takeaways from the Next Generation CX Workshop.Final Thoughts & Calls to Action – Jeofrey’s three key takeaways.Resources Mentioned:Next Generation Customer Experience Workshop: https://bit.ly/NexGenCXFLDel Mar Research: https://delmarresearch.com/Next Generation Customer Experience (Book by Jeofrey Bean): https://a.co/d/5jdqTe2Connect with the Guests:Jeofrey Bean – LinkedIn | WebsiteDarren Prine – LinkedIn | Cloud Tech Gurus Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
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What this episode covers
Gen Z is reshaping customer experience in ways most brands aren’t ready for. In this episode, Darren Prine is joined by CX thought leader Jeofrey Bean, author of Next Generation Customer Experience, to discuss why Gen Z is so different, what most companies are missing, and how leaders can deliver CX that wins their trust and loyalty. From trust and peer recommendations to the right balance of AI and human empathy, this conversation is packed with insights for today’s CX and contact center leaders
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Next Generation CX with Jeofrey Bean: Why Gen Z Is Rewriting Customer Experience
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