Managing Complex Change & the Human Element of Customer Experience
The 5 Essential Ingredients for Successful Change If the chart above looks familiar, it’s probably because it has made the rounds on social media over... Read More
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
6 Steps for Successful Data Analytics
How to Turn Your Association’s Data Into Dollars Overcoming data challenges is a daunting task for most, and associations are not immune. Obstacles such as... Read More
The Results Are In: What Are Associations’ Biggest Challenges in Understanding Members?
For many associations, data can feel like a full-time job. (And for analysts like me, it is.) You collect data, cleanse data, scrutinize and analyze... 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