The State of Customer Experience in 2023

Uncovering the hidden drivers and expectations of today’s consumers from Generation Z to Baby Boomers.

Download the full report and access the on-demand webinar with Jason Dorsey.

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Future Proofing Your Customer Experience Starts with Gen Z

What does Gen Z – now a key driver for emerging trends – most seek, value, advocate for, and love when it comes to customer experience? In order to answer questions like this, as part of our research, we oversampled Gen Z and analyzed how they differ from other generations and in some cases are surprisingly similar in their attitudes.

We placed additional focus on customer experiences across a variety of different interactions including:

  • Meeting a healthcare provider
  • Discussing financial services
  • Buying a car
  • Planning a trip
  • Planning entertainment

Gain Access to Full Report Findings

Not only will you gain access to the full report findings, you’ll walk away with actionable ideas to bring back to your team on how you can best future-proof your business by understanding Gen Z’s expectations around CX. This report covers several topics, including:

  • The Secret Ingredient for Challenger Brands
  • Hidden State of Customer Experience
  • Potential Threats to Your Business
  • How Brands Can Meet Gen Z Expectations
  • The Future State of Customer Experience

We’ve uncovered actionable insights for customer experience executives and other C-Suite members who like to keep a close eye on the customer. If you’re a CEO, CMO, or COO looking for what separates industry leaders from the rest, this is for you.

Featured Speakers

Jason Dorsey is an acclaimed generations and behavioral researcher and speaker. Jason delivers transformational insights that future-proof businesses, shedding new light and revealing practical solutions for bridging generations of customers, clients, employees, and stakeholders. Jason’s clients range from Mercedes-Benz and the Four Seasons Hotels to Frito-Lay and global private equity firms.

Chris Johnson is CEO of Experience Dynamic, a customer experience professional services collective. With both LaneTerralever and Convince & Convert in the collective, Experience Dynamic guides clients through transformational CX change. With more than 25 years of experience, Chris’ passion lies in providing transformational growth for clients that range from Red Bull to Honeywell, Apple, BMW, and Microsoft.