I’m the president of a $1 billion software unicorn and I’ve seen the ‘Gen Z stare’ disappear in healthy workplaces. It’s a wake-up call for hospitality

Gen Z: A new kind of frontline workforce

Culture and technology: Two sides of lasting engagement

A wake-up call for the C-Suite

Michael Coscetta is President, Mews, overseeing the company's global go-to-market, operations, and fintech efforts. Michael brings extensive growth experience to the business, including from his previous role as Chief Revenue Officer at Paxos, a global blockchain infrastructure company. Michael has also held roles at Compass, where he was responsible for sales, development and growth, scaling annual revenue to $2b+ and preparing the company for IPO, and Square, now Block (NYSE: SQ), where he helped the company grow from a $3b new IPO to a $50b global business.

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 will make up 74% of the global workforce

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 Intuitive systems mean less time wrangling outdated software; and in hospitality, this means more time building guest relationships.

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

The future isn’t just digital; it’s deeply human — made possible

There’s a clear takeaway for leaders in every industry: When we weigh

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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