But what do I do without my cell phone? Go outside and play?

We're through the second day of the 2011 NACCM conference and a major sticking point came during lunch through candid conversation. Now at our table, whilst picking over our salads, fellow attendees were discussing our "Generation Z", the people who will be handed the reigns, describing them as possibly apathetic (in so many words). When I say "apathetic" I may be too harsh in translating their words. But when they look at this generation they see young people with their noses, and 90% of their attention, stuck in their hand-held devices. The concern related to customer support is that they won't have that classic smile, hand shake, greeting, etc. that's been so intregal to the customer experience. What we see is customer experience changing forms.