Gen Z Workforce Trends 2025 How They Are Reshaping Business CX and EX
Why does your office feel a bit outdated lately? Blame it on Gen Z. These digital dynamos, born between 1997 and 2012, are flooding the workforce and flipping the script on customer experience (CX) and employee experience (EX). In 2022, we at DevilBoy Productions teamed up with Freshworks, AWS Marketplace, and the London School of Economics to produce a docuseries, The Youth Rise in Power, that spotlighted Gen Y and Z’s transformative role in business. Its episodes, like The FOMO Reaction, The Contagion Effect, and Adapt or Die, showcased their tech savvy and social consciousness driving change. Fast forward to 2025, those insights are more relevant than ever. Gen Z now makes up over 20 percent of the global workforce, and they’re not just participating, they’re leading the charge.
Building on The Youth Rise in Power and evolving from early consumer-focused chats like that 2023 Forbes piece on Gen Z CX shake-ups, this post dives into fresh trends backed by stats from Deloitte’s 2025 Gen Z and Millennial Survey, EY’s landmark study, and GWI’s 12 characteristics breakdown. We explore five angles showing how Gen Z reshapes CX and EX from the inside out, blending workforce vibes with customer wins. Whether you’re a business leader or a creative like us in video production, these shifts could spark your next big idea. Let’s dive in, shall we?
AI and Tech Integration in CX and EX
Photo by Fox
Picture this. You’re shopping online, and instead of a clunky chatbot, an AI predicts your FOMO-fuelled impulse buy and suggests the perfect item. That’s Gen Z in action. As AI natives, they expect seamless tech in every interaction. The Youth Rise in Power highlighted their digital fluency, and in 2025, it’s evolving. A Gallup survey shows 79 percent of Gen Z have used AI tools, with 47 percent tapping generative AI weekly for tasks like personalised career paths or customer support. In Episode 1: The FOMO Reaction, a speaker nailed it: “They will not stand for slow, tardy technology that takes a long time to get to its final goal.”
This demand for speed shapes CX, with AI-driven personalisation like predictive shopping cutting cart abandonment by 20 percent, per eMarketer. For EX, AI flags burnout before it hits, crucial since Gallup notes Gen Z prefers hybrid work over fully remote, craving human-tech balance. Deloitte’s 2025 survey says 74 percent of Gen Z expect GenAI to shake their work in the next year, pushing for soft skills like empathy alongside tech training. GWI adds they have big hopes for AI, with over a third using ChatGPT monthly for problem-solving and creativity, expecting brand transparency. In Episode 2: The Contagion Effect, it was clear: “It’s second nature for Gen Y and Gen Z to communicate digitally, born into smartphones, streaming, and the ubiquity of information access.” But beware, AI bias could harm EX diversity, with 41 percent of Gen Z anxious about tech replacing jobs. In our video world, we use AI to edit clips faster, keeping crews fresh. Time to audit your tech stack?
Sustainability and Ethical Business Demands
Gen Z doesn’t just talk green, they walk it. If a brand slips on ethics, they’re out. Adapt or Die warned leaders to evolve or perish, and that was spot on. Today, 62 percent of Gen Z boycott unethical brands, up from previous years, per a McKinsey report. They demand transparent supply chains for CX and purpose-driven roles for EX, like eco-friendly perks boosting retention by 15 percent. In Episode 3: Adapt or Die, a speaker emphasized: “What does the company that I work at stand for? What are we fighting for? What are we trying to bring to this world? From this, everything comes afterwards.”
Nostalgia marketing for sustainable products, like Patagonia’s retro-green tech blend, sees sales jumps of 30 percent. In 2025, expect Gen Z to push for zero-waste offices and ethical sourcing. McKinsey calls them a goldmine for brands adapting to their values. Deloitte echoes this, with 89 percent of Gen Z craving purpose for job satisfaction, tying ethics to well-being. GWI notes they’re less likely to recycle than elders, expecting brands to lead, a curious twist. EY adds 70 percent want employer transparency on sustainability. In Episode 1: The FOMO Reaction, a speaker underscored their drive: “They don’t accept the status quo and they want to be heard and they want to make changes, positive changes for the companies that they work for and actually for the world at large.” Our docuseries, The Youth Rise in Power, captured this ethos, pushing for brands to align with these values, just as we did in crafting stories that resonate with purpose-driven audiences. What’s your brand’s green game plan?
Mental Health and Hybrid Work Post-Pandemic
Photo by DoDo PHANTHAMALY
Ah, the quiet quitting saga. Gen Z coined it, and it’s reshaping EX everywhere. The Contagion Effect showed how digital trends spread fast, like burnout in virtual teams. In 2025, 68 percent of Gen Z report work stress, per Gallup, contrasting with Gen Y’s slower hybrid adaptation. They crave well-being tools, remote apps to curb isolation, and slang-busting sessions to bridge gaps. In Episode 2: The Contagion Effect, a speaker noted: “Gen Z and Gen Y can really pick up on that and have a really good b***** radar... opposed to other generations where they’re more kind of fooled by the lack of authenticity.”**
Hybrid work shines, cutting commute stress and boosting productivity by 20 percent, Deloitte notes. Embed docuseries clips in training for contagion effects, it’s entertaining and effective. We laugh at our own hybrid hiccups, like Zoom fails turning viral. Prioritise mental health, or talent walks. Deloitte’s survey hits hard: 48 percent of Gen Z feel financially insecure, tanking well-being (only 44 percent with poor mental health see societal impact in their jobs). GWI says 28 percent report anxiety, with a 25 percent rise in mental health conditions since 2020; workplace support boosts job happiness by 19 percent. EY warns: Gen Z prioritises health over wealth, with 51 percent seeing it as success’s top marker. Simple as that.
Social Media as the New Search Engine for CX
Forget Google, Gen Z scrolls TikTok for reviews. The Youth Rise in Power pegged them as digital natives, and stats back it up: 51 percent prefer TikTok over Google for searches, per a Her Campus survey, with 43 percent starting on social platforms. Businesses must optimise for visual CX, like user-generated content that feels authentic. In Episode 1: The FOMO Reaction, one insight stood out: “What they care about deeply is on the job learning and fast career growth.”
Tips? Encourage stories over ads, boosting engagement by 25 percent. Our docuseries’ short-form video tips work wonders. In video production, we use Instagram for client hunts, and it’s magic. Gen Z’s 2025 media habits lean hard on social, per Attest, so brands ignoring this risk fading out. GWI highlights communication at social’s heart, with an 82 percent rise in TikTok messaging since 2020, plus podcasts and gaming as skill-builders.
Intergenerational Collaboration Gen Y Z vs Gen Alpha Preview
Finally, the multi-gen mashup. The Youth Rise in Power compared Gen Y and Z, but 2025 adds Gen Alpha (born 2010 plus) to the mix, previewing bolder CX innovations like gamified apps for training. Strategies? Foster multi-gen teams for diverse ideas, emphasizing EX perks like mentorship. In Episode 3: Adapt or Die, a key warning was: “If you can offer the kind of flexibility that modern technology enables then organizations are going to suffer as a consequence.”
This creates a series vibe, hinting at future posts. Contrast Gen Y’s purpose hunt with Gen Z’s tech demands and Alpha’s VR fluency. Looking into 2026, predictions paint a wild picture: Gen Z could swell to 27 percent of the global workforce, demanding tighter EX-CX links for culture and performance. AI will supercharge CX research, but inclusive pushes combat biases. Gartner predicts 80 percent of customer service orgs will use GenAI by 2025 for hyper-personalized interactions. Businesses ignoring this face a talent exodus, with EX perks like purpose juicing CX loyalty. In 2026, expect Gen Z to redefine work with zero tolerance for soulless setups, prioritizing well-being and DEI, per The Financial Brand. Deloitte notes only 6 percent of Gen Z eye leadership, favoring learning over ladders. EY calls them pragmatic job-hoppers, with 59 percent expecting 2-5 employers lifetime. GWI adds they redefine DEI broadly, value travel (17 percent rise in international plans since 2020), and save smartly (59 percent resolving to save more in 2025).
Watch the Trailer and Full Docuseries
Ready to dive deeper? Check out the trailer for a peek into The Youth Rise in Power, capturing The FOMO Reaction, The Contagion Effect, and Adapt or Die in under two minutes.
Trailer for "The Youth Rise in Power," a documentary supported by AWS and Freshworks in collaboration with LSE, featuring experts and Forbes 30 under 30 entrepreneurs discussing the impact of younger generations on the future of customer and employee experience in businesses.
For the full docuseries, head straight to our Vimeo page for a seamless watch. It is packed with insights that will supercharge your CX and EX strategies. The Youth Rise in Power.
Ready to reshape your CX and EX? Watch our 2022 docuseries for a riveting start, then contact DevilBoy Productions for custom video solutions. Lets make your business Gen Z proof together.
Sources
Deloitte 2025 Gen Z and Millennial Survey: https://www.deloitte.com/global/en/issues/work/genz-millennial-survey.html
EY Generational Dynamics Study (via Fortune): https://fortune.com/2025/07/27/gen-z-pragmatic-generation-redefining-success-ey-survey/
GWI 12 Characteristics of Gen Z in 2025: https://www.gwi.com/blog/generation-z-characteristics
McKinsey State of the Consumer Report (boycott stats, no direct link in web results; general McKinsey insights page): https://www.mckinsey.com/business-functions/growth-marketing-and-sales/our-insights
Gallup Mental Health and AI Usage Surveys (stress and AI stats, no direct link in web results; general Gallup research page): https://www.gallup.com/analytics/318239/global-research.aspx
