Where you sit determines what you see. And younger workers sit closest to customers. The 2026 Accountability & Culture Reality Check asked employees about internal dysfunction affecting customer experience. “Customers do not receive the best possible experience due to internal dysfunction.”: Gen Z: 45.8% Millennials: 40.8% Gen X: 30.7% Boomers: 25.1% “I have underperformed for a customer due to internal dysfunction.”: Gen Z: 33.7% Millennials: 28.1% Gen X: 20.5% Boomers: 17.7% Nearly half of Gen