Even in the age of AI, Gen Z and Millennials want empathy, not just efficiency.
These generations might be the most tech-savvy in history.
But beneath the speed, automation, and AI fluency is a deeper, often overlooked truth:
They crave emotional connection.
They evaluate leadership on self-awareness.
They want to feel heard, not just helped.
According to the 2025 Deloitte Gen Z and Millennial Survey:
- 67% of Gen Zs and 71% of Millennials say they feel stressed or anxious most of the time
- Fewer than half feel their employer is supporting their emotional wellbeing
- And more than 50% say they value empathetic leadership and communication over authority or expertise
- They’re watching how you lead under pressure.
Leadership isn’t just strategic direction. To Gen Z and Millennials, it’s how you show up in hard moments. How you communicate, how you listen, and how you handle failure.
Implication: Emotional intelligence (especially self-regulation, empathy, and humility) is now a leadership non-negotiable.
- They want real conversations, not scripted responses.
Whether it’s in a performance review or a brand interaction, tone and empathy matter. Gen Z and Millennials rate interactions based on how they feel, not just what gets done.
Implication (from PeopleMetrics research): In healthcare and service settings, younger audiences score satisfaction lower when they perceive communication as rushed, robotic, or impersonal, even if outcomes are good.
- They’re not anti-AI, they’re pro-human.
Deloitte data shows Gen Z and Millennials use AI daily, but 67% say increased AI makes human connection even more important. They want smart tools, but emotionally intelligent support.
Implication: Let AI handle routine, but put humans where nuance, trust, and emotion are involved.
- They want brands (and bosses) that feel something.
Empathy, integrity, and transparency aren’t soft skills. They’re trust accelerators. Younger generations follow people, not job titles. They believe in values, not slogans.
Implication: How you show up matters. A lot! A brand with a heart, a manager with a soul, and a company with emotional depth will outperform even the slickest automation.
Bottom Line:
In a world of speed and scale, what stands out is what feels real.
These generations are fluent in AI, automation, and algorithms.
But what earns their trust is emotional fluency.
Next up: “Economic Anxiety Is Real: What Financial Insecurity Means for Engagement, Retention, and Brand Trust”
