Recorded on Zoom in late June 2021, episode 38 focuses on customer expectations and differences between the various generations. The featured discussion is with Alison Copeland, Senior Director of Marketing at Kubra, a company that provides customer experience management solutions to some of the largest utility, insurance, and government entities across North America. In my conversation with Alison, we discuss a recent report by her firm, “From Gen Z to Baby Boomers”, that looks at different customer expectations based upon generations, an interesting approach to customer segmentation, including how different generation want to engage with companies. And like many previous podcasts, we close the conversation with a book recommendation.