They call it the “Gen Z stare” — that flat, expressionless look that’s gone viral across TikTok, service counters, and job interviews. To some, it signals boredom or indifference. But look closer, and you’ll find a new generation of workers unwilling to fake engagement. They want it to be real. And in hospitality, that can be a superpower.
As the president of a fast-growing global software company, I see this dynamic play out daily. In healthy workplaces, where employees have purpose, the right tools, and freedom to invest energy in meaningful interactions, that “stare” tends to vanish.
Gen Z: A new kind of frontline workforce
Gen Z will make up 74% of the global workforce by 2030, and they are arriving with a distinctly different outlook on work, rapidly reshaping the workplace.
According to Deloitte’s 2025 survey, these employees seek access to cutting-edge technology: 57% already use generative AI daily across tasks like data analysis, creative work, and project management. For them, modern digital tools are essentials, not extras – they shape where they choose to work.
But Gen Z pursues more than innovative tech. Purpose and flexibility rank as top priorities, alongside seamless, intuitive tools resembling the apps they’ve grown up with. Far from being disengaged, Gen Z is highly discerning; they value authenticity over superficial gestures. If a brand or employer isn’t genuine, they won’t pretend.
I’ve watched Gen Z excel when workplace tech fades into the background, freeing them to forge real connections and focus on the human touch. Intuitive systems mean less time wrangling outdated software; and in hospitality, this means more time building guest relationships.
Culture and technology: Two sides of lasting engagement
Workplace culture and technology aren’t mutually exclusive. The healthiest environments blend them to unlock lasting engagement and innovation. Gen Z and Millennials want more than just the latest tools – they seek meaningful work, autonomy, and environments built on trust and psychological safety.
And while they expect technology to be seamless and empowering, it’s the people-centered culture that inspires them to use those tools to their fullest potential. Successful leaders pair purpose-driven work with modern tools that support, rather than restrict, human connection.
When employees feel supported by leaders who encourage experimentation and invest in skill development, technology becomes a catalyst, not a replacement, for creativity and connection. In this environment, intuitive platforms amplify human strengths – freeing staff from repetitive admin, so they spend more time connecting with guests. When technology fades into the background and culture comes to the fore, the so-called ‘Gen Z stare’ is replaced by active engagement and authentic service.
The future isn’t just digital; it’s deeply human — made possible by integrated and empathetic use of tech that matches evolving expectations.
A wake-up call for the C-Suite
There’s a clear takeaway for leaders in every industry: When we weigh staff down with outdated systems and admin, we miss the moments that matter. When we combine purpose-driven work with technology that liberates, not limits, our people, we foster the kind of connection that builds loyalty for both guests and staff.
The so-called stare isn’t a withdrawal; it’s a mirror. It reflects a generation unwilling to fake interest and alert to anything that feels hollow. They’re looking for brands that match their appetite for real connection.
Gen Z may be holding up the mirror, but what it reveals is a universal truth: authenticity, connection, and purpose are the new currency of brand loyalty. The leaders who recognize this sooner rather than later will set the pace for the future of their industries.
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