Gen Z, comprising 65 million individuals in the US, is reshaping customer service expectations. Key statistics include: 98% own smartphones, 55% use them for over 5 hours daily, and 59% can't go a day without texting. Their attention span is 8 seconds, and 69% find ads disruptive, preferring "real people" in advertising. Additionally, they value omnichannel experiences and are cautious about sharing personal data online. Notably, they provide feedback often, write brand reviews, and prioritize excellent customer service, with 68% reading at least three reviews before making a purchase.

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