We are now seeing the millennial generation, born between 1980 and 2000 entering our workforce in ever increasing numbers, their digital skills, attitudes and expectations are what will shape the world of work in the future. By 2025 millennials will form around 75% of the global workforce (Forbes). They are at one with today’s digital world because they have grown up with the internet, social media, broadband, smartphones, tablets and laptops. Their daily use of technology to communicate across a wide range of channels, using more than just voice, is one of their defining characteristics.
Millennials are a generation of competent technology users who prefer to communicate electronically rather than face to face or over the phone. They use technology to communicate digitally, both socially and professionally. Their preference to communicate, collaborate and interact in this way makes them more prolific communicators. It also leaves behind an extensive ‘digital footprint’ of data that has inherent value for any organization.
IBM estimates that humans create 2.4 quintillion (a quintillion is one billion one billion) bytes of data each day, and that almost 90% of the digital data that exists today has been created over the last 2 years.
Thanks to the way in which millennials comunicate the digital customer has not only arrived, they have become prolific. Businesses now have the ability to look, listen and learn from their digital communications data, be that voice, text, email, SMS or video, because the communication is digital, which means it can be captured, stored and analysed.
This volume of digital data has become a rich resource for organizations as it paints a digital portrait of the customer and can be used to help develop valuable business insights. In the past, mining digital data was a lengthy process but today’s communication analytics solutions enable organizations to drill down deeper into specific data sets to extract value. Today’s progressive businesses have recognized that customer insights come from a wide range of digital data and that analysing that data has become a valuable tool for success in helping to drive important business decisions, anticipate customer behaviour and prevent churn.
The interactions and experience millennials have with your organization will certainly dictate its future.