Customer Experience for senior citizens: Tapping into a vast and dormant market - Express Computer

When we talk of Customer Experience, the first thought probably coming to mind is about businesses reaching out to Gen Y and Gen Z. Nothing wrong in that, except that there's an equally important customer cohort that offers a huge opportunity for enterprises to enhance CX or Net Promoter Scores (NPS) – senior citizens! This demographic profile, comprising people 60 years and older, is what we refer to as senior citizens. In India, the number of senior citizens stands at approximately 140 million, and is projected to rise significantly over the next decade. With their global population projected to hit one billion by 2030 and spending power close to $15 trillion, rest assured this group will have huge impact on business going ahead. New vistas expanding CX for seniors Of late, we have begun to see remarkable changes in senior citizens.