Choosing the Right Communication Channels for Customer Service and the Workplace in 2025

*Updated 14 February 2025*

Deciding which communication channels to use for customer service and workplace collaboration is already a challenge, but factoring in age demographics adds another layer of complexity. However, understanding generational preferences is crucial, as the era we grew up in influences our comfort levels with technology and communication tools. 

It’s all about balance. If your audience spans multiple generations, providing diverse communication options and guiding users toward alternative channels is essential. There's no point in pushing self-service options if a significant portion of your customers still prefer speaking with an agent. Below are the key considerations when designing a modern business communication strategy. 

 

The UK’s Population is Aging—But Tech Adoption is Rising 

People are living longer than ever, and technological adoption among older demographics is growing. The Office for National Statistics (ONS) reports that as of 2024, around 19% of the UK population is aged 65 and over, with projections indicating this will rise to 24% by 2043. 

While older generations are becoming more tech-savvy, businesses should ensure their digital transformation doesn’t alienate them. Moving too quickly towards automation and AI-driven interactions may leave older customers frustrated. Instead, businesses should offer a hybrid approach—maintaining traditional service options while gradually introducing digital solutions with user-friendly onboarding. 

 

How Each Generation Communicates in 2025 

Baby Boomers (Born 1946 – 1964): Still Prefer the Personal Touch 

Baby Boomers grew up with the telephone as a primary form of communication and still prefer to speak to a human agent over self-service bots. However, smart IVR (Interactive Voice Response) systems that quickly route them to the right department can improve their experience. 

In the workplace, Baby Boomers value face-to-face meetings for major discussions. While they’ve become more accustomed to collaboration tools like Zoom and Microsoft Teams, they may still prefer emails or phone calls over instant messaging. 

That said, security is a top priority for this generation. As AI and cloud adoption accelerate, ensuring a smooth and secure transition to digital tools is key for both workplace collaboration and customer service. 

 

Generation X (Born 1965 – 1980): Email Power Users with Growing Tech Adoption 

Gen X is more adaptable than often credited. While they still use the phone for customer service, they are comfortable with self-service options—so long as they work efficiently. AI-powered chatbots, well-structured FAQs, and customer portals can be effective for this demographic. 

In the workplace, Gen X relies heavily on email but is increasingly embracing tools like Slack, Microsoft Teams, and Google Workspace. They value structured guidance when adopting new technology, so businesses should offer onboarding programs and tutorial resources to ease the transition. 

 

Millennials (Born 1981 – 1996): The Self-Service Generation 

Millennials, the first digital-native generation, prioritise convenience and efficiency. They prefer chatbots, self-service options, and apps over phone calls. A seamless omnichannel experience, where they can switch between live chat, email, and social media support effortlessly, is essential. 

In the workplace, Millennials have driven the adoption of remote work, instant messaging, and video calls. They favour asynchronous communication (e.g., Slack messages and emails) over real-time calls, preferring to work flexibly rather than be tied to rigid meeting schedules. 

Businesses should ensure their customer service and workplace tools integrate smoothly, enabling Millennials to switch between platforms without losing context. 

 

Generation Z (Born 1997 – 2012): The Social and AI Generation 

Gen Z takes personalization and immediacy to the next level. They expect AI-driven, hyper-personalised customer service experiences, and they’re willing to share personal data to receive them. Businesses must implement AI-powered smart inboxes, WhatsApp support, and social media-based customer service to meet their expectations. 

In the workplace, Gen Z values authenticity and collaboration. While they rely on digital tools, they also crave face-to-face interactions—a contrast to Millennials. Video calls, hybrid meetings, and interactive tools like Miro and Notion are popular among this group. 

With Gen Alpha (born 2013 – present) beginning to enter the consumer space, expect even more demand for AI-driven, voice-activated, and immersive digital experiences in the coming years. 

 

Multimedia Contact Centres Are the Future 

Each generation has distinct communication preferences, but some trends are universal: 

• Omnichannel customer support is a must—whether through chatbots, phone support, social media, or self-service portals. 

• AI-powered personalisation is now an expectation, not a luxury. 

• Security and accessibility should be prioritised, ensuring seamless digital adoption without leaving anyone behind. 

• Hybrid and flexible communication solutions in the workplace foster productivity across all age groups. 

The bottom line? Give people what they want, when they want it. A well-segmented, personalised communication strategy ensures every customer and employee feels heard, valued, and supported.