Instilling A CX Culture in Government: A Story of Transformation in Maryland
By Lesley Boucher, Vice President of Consulting & Customer Experience, ORI How can U.S. government agencies—or, better yet, an entire state—adopt a customer experience (CX)... Read More
CXPA Event Recap: UMUC’s Customer-Centric Approach to Higher Education
In March, Lesley Boucher, ORI’s VP of Customer Experience, had the privilege of moderating a panel of CX experts at the Customer Experience Professionals Association’s... Read More
Building a Culture of Quality Data: Insights from Data Specialists
ORI recently attended the Capital Data Summit in Washington, D.C., which brought together more than 300 attendees from the D.C. metro region and beyond to... Read More
The Internet of Things: Taking Customer Centricity to a Whole New Level
How IoT Is Reshaping Customer Experience & Relationships The Internet of Things (IoT) is something that most of us have probably heard about but know... Read More
How to Create Flag-Waving Customers
The Elusive Art of Converting Customers Into Champions As we celebrate the Fourth of July, our minds turn to patriotism—that connection between ourselves and our... Read More
Connecting Employees to Customer Experience
4 Ways to Help Customer-Facing Employees Embrace CX By Lesley Boucher, Vice President of Customer Experience, ORI If you’re a manager who has worked hard... Read More
How to Retain, Grow & Engage Your Customer Base
You want to grow membership and engagement—but how well do you understand your customers? A study of associations reported that two-thirds of respondents said their... Read More
The Shifting Dynamic of Customer Interactions
Ensuring that your organization provides great customer interactions involves meeting your customers where they are. Customer interactions used to mean (not that long ago) that... Read More
Behind Every Revenue Dollar Is a Customer
How Customer Experience Programs Build Customer Bases By Lesley Boucher, Vice President of Customer Experience, ORI How often do we hear about great ways to... Read More