Share: Amazon.com, Inc. (NASDAQ: AMZN) is proof that the e-commerce revolution was well underway before the pandemic, but COVID-19 has changed it for good. Generation Z has marked a new era and these guys are not patient as consumer behaviour is changing at great speed. They want an almost instantaneous response to queries, feedback and comments. They like influencers but only if they are authentic. They want creativity, interaction and engagement that captures attention. There are new rules that online merchants have to adopt. Leveraging Technology To Personalize Customer Experience When personalized is done right, a customer feels like the seller is reading their mind. This emotional response generates a sense of loyalty. To achieve the highest ROI, retailers need to embrace technology and use it to optimize the shopping experience.