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Explore the world of Gen Z retail behavior with insights from Niki Hall, CMO of Five9, as she offers revelations from a groundbreaking study on how Gen Z interacts with brands. Discover the nuances of customer service and the role of AI in building brand loyalty, with personal stories from Gen Z members like Faye who recount their engaging experiences with brands like Coach and Lululemon. This episode promises to unveil the secrets behind what makes Gen Z tick in the ever-evolving retail landscape.

Journey through the varied experiences with customer service across retail brands, where tales of frustrations with Zara contrast sharply with praise for Massimo Dutti's consistent service. Hear stories of excellence from a favored airline that knows how to keep its customers loyal by remembering personal preferences. The episode doesn't shy away from the challenges, delving into the pitfalls of automation and inefficiencies in handling customer issues.

The conversation extends to the shopping trends that define Gen Z and Gen Alpha, highlighting the allure of thrift shopping for its sustainability and unique style. With insights into the impact of social media and the influence of TikTok on purchasing decisions, listeners can expect a comprehensive look at how younger generations navigate the retail world. Closing with a tease of an upcoming study on technology and customer experiences, this episode is packed with revelations that promise to enhance your understanding of the next-gen consumer landscape.

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