Balancing High Tech and High Touch: Elevating the Member Experience

In this episode, host Jarrod A. Clabaugh, CAE, chats with keynote speaker and Black Tie Experience founder Bob Pacanovsky about the critical balance between technology and human connection in today's digital landscape. Bob shares how his personal journey led him to the nonprofit world and a deeper understanding of what makes interactions truly memorable. Together, they explore how associations can enhance member engagement and customer service by combining innovative tech tools with intentional, high-touch experiences. You’ll also hear practical strategies for building trust, using storytelling to deepen relationships, and maintaining the human element at the heart of every interaction. This episode is sponsored by Shores & Islands Ohio. OSAP Observations is produced by Association Briefings.