The evolution of customer care: AI and the Gen Z effect

With the coming of age of Gen Z—both as customers and new entrants to the workforce—customer demands are changing. At the same time, the arrival of generative AI (gen AI) is changing the way contact centers can respond to those demands. In this episode of McKinsey Talks Operations, host Daphne Luchtenberg is joined by McKinsey partners Eric Buesing and Brian Blackader to discuss the latest trends, the importance of a cohesive support strategy, and actionable steps contact center leaders can take to improve their customer care functions. Organizations must navigate the changing landscape of customer care with agility to stay ahead of the game—but is it a game they can ever win? McKinsey Talks Operations has much more content to offer on the Operations topics that connect strategy with lasting success. Visit www.McKinseyTalksOperations.com to explore events and insights from McKinsey’s Operations Practice, and join the McKinsey Talks Operations community. You can also connect with us on LinkedIn at www.linkedin.com/showcase/mckinsey-operations See www.mckinsey.com/privacy-policy for privacy informationSee www.mckinsey.com/privacy-policy for privacy information