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Gen Z and millennial consumers are most likely to prefer to use chatbots for customer service purposes on both mobile and the web, according to a Genesys survey conducted by Savanta in March 2024. What it means: Chatbots are crucial to the customer journey as they can provide information on everything from store hours to shipping status.

Twitch鈥檚 demographics also skew toward millennials and Gen Z, which are harder to reach through traditional channels. Our take: Twitch has shown it can tap into community-driven engagement and diversify beyond gaming content. However, competition is growing, making it imperative for Twitch to continue innovating to maintain its lead.

Coca-Cola takes on Olipop, Poppi: The company is getting in on the 鈥渂etter for you鈥� trend with Simply Pop, a high-fiber, low-sugar prebiotic soda.

The strategy: Young customers鈥� life stage changes drive their banking choices, according to banking consultancy Finotta鈥檚 latest report, 鈥淢颈濒濒别苍苍颈补濒蝉, Gen Z, & Money Moves.鈥�. That means financial institutions (FIs) that can build effective 鈥渓ife stage鈥� marketing campaigns could encourage more Gen Zers and millennials to start banking with them.

Our forecast defines Gen Zers as individuals born between 1997 and 2012; millennials as born between 1981 and 1996; Gen Xers as born between 1965 and 1980; and baby boomers as born between 1946 and 1964. This means that, unlike most publicly available data, our Gen Z forecast includes teens as well as adults. Techy boomers prioritize practicality over entertainment.

Innovation road maps should center on what Gen Z wants, such as Zelle and young adult debit cards. They鈥檙e also looking for innovation in credit card apps, budgeting tools, and QR codes. Promote the history and purpose of credit unions and community banks.