Pushing the Boundaries of Customer Experience in 2023

As we enter another new year, we are stepping into a whole new era of customer experience. It is defined by digital-first, data-infused interactions that also are transforming the way we work and live. Think about it. Our mobile phones contain and curate our carefully crafted worlds and manage our multimedia lives. Many of us refer to them as our brains. They orchestrate our interests, identify our needs, conduct our commerce, coordinate our connections, monitor our heartbeats, and fulfill almo

7 Customer-Experience-Related Predictions For 2023

For the last four years, in and around December, I have compiled a set of customer experience-related predictions for the coming year. For each article, I gather together a set of predictions that have been sent to me over the preceding month. I then select the ones that stand out and make the most sense in the current context, arrange them into themes, and add a bit of commentary. This year I received 82 different predictions on various experience-related topics. This is up from around 60 las

From friction to satisfaction: Redefining customer experience

Despite the efforts of many digital-first brands to catch up to customer expectations, there is a growing service gap between organizations and consumers. In fact, our research shows that only 15% of consumers experience a high level of satisfaction, while 81% of consumers say their needs are not met. This widening gap may be creating significant friction that is impeding satisfaction and limiting business growth. Today’s consumers expect everything to be easy, effortless, and fast as brands rac

Ostrower joins JFGD as chief development officer

DALLAS — The Jewish Federation of Greater Dallas (JFGD) has appointed Donna Ostrower as chief development officer. A seasoned fundraising professional, Ostrower joined the Federation team on Dec. 1, filling the vacancy left by Mariam Shpeen Feist, who was promoted to president and CEO in August 2019. Drawing on her 30-year career in philanthropic management, Ostrower will drive the organization’s annual community campaign, build relationships with major donors, and develop endowment giving oppo