Beach Insights: Riding the Wave of Customer Experience
What Does Surfing Have to Do with Strengthening Client Relationships? By Lesley Boucher, Vice President of Consulting & Customer Experience, ORI Have you ever been... Read More
Is Your Data Unstructured, Disorganized, or Just Plain Challenging?
Associations Amass Vast Quantities of Data—But Is It All Usable? By Barbara J. Armentrout, CAE, Relationship Director, ORI Which term best describes your association’s data?... Read More
Customer Experience: It’s More Than Just the Numbers (Part 2 of 2)
CXPA Event Recap: Building & Maintaining a Culture of Customer Centricity By Lesley Boucher, Vice President of Consulting & Customer Experience, ORI Co-Chair, CXPA Washington... Read More
Customer Experience: It’s More Than Just the Numbers (Part 1 of 2)
CXPA Event Recap: Leveraging Unstructured Data By Lesley Boucher, Vice President of Consulting & Customer Experience, ORI Co-Chair, CXPA Washington D.C. Network Relentless Incrementalism. That... Read More
How to Overcome Data Silos to Strengthen Customer Experience
You’ve heard this buzzword floating around the office and in meetings. But what are data silos, how do they form, and why are they a... Read More
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
Strategy & Planning: Data Governance & Data Quality
ORI’s Latest White Paper Explores Key Elements to Understanding Customer & Member Needs In the era of big data and data science, most commercial and... 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
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