The insight: Younger consumers are opting out of human interaction when they shop.

More than half of Gen Z (54%) and millennials (50%) favor low- or no-contact shopping methods—like buy online, pick up in-store (BOPIS), self-checkout, or fully online purchases, per GoDaddy’s Consumer Pulse survey of 1,500 US shoppers. That compares with just 29% of Gen X and boomers, revealing a clear generational divide in retail preferences.

Zoom in: Digital-native shoppers expect a markedly different in-store and online experience than their older counterparts.

• Chatbots over people: 15% of Gen Z and 10% of millennials prefer engaging with chatbots—more than triple the share of older consumers (3%).
• BOPIS is the norm: Monthly curbside or in-store pickup is standard for 86% of Gen Z and 76% of millennials, compared with just 49% of Gen X and boomers.
• BNPL as a financial tool: Roughly 4 in 10 younger consumers (39% of Gen Z, 43% of millennials) use buy now, pay later to afford purchases they otherwise couldn’t—nearly twice the rate of older generations (22%).
• Digital wallets or bust: More than half of Gen Z (54%) and 41% of millennials have walked away from purchases because digital payments like Apple Pay or Google Pay weren’t accepted, versus just 17% of older shoppers.

Our take: While younger consumers tend to adopt new behaviors faster, they’re also driving the direction of retail innovation. Retailers looking to stay competitive should prioritize the tech-driven, convenience-first features these shoppers now see as table stakes.

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