Today’s episode of the Punk CX podcast is with Matt Powell, Creative Director at Great State, a digital product and service design agency. Matt joins me today to talk about some research that they recently released called Shifting States, which examines Gen Z behaviours and digital expectations. We explore the implications of this research, what it means for brands, and how they should adjust their thinking and marketing. Additionally, Matt outlines five principles that will help brands build reciprocal loyalty, particularly with their Gen Z customers.

This interview follows on from my recent interview – Why most brands build chatbots backwards – Interview with Sophie Cheng of Sinch – and is number 554 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.