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ORI and Pensare Group Forge Strategic Alliance to Drive Sustainable Results by Improving Customer Experience
[May 27, 2015]

ORI and Pensare Group Forge Strategic Alliance to Drive Sustainable Results by Improving Customer Experience


ORI, a data collection, research and business intelligence firm, today announced a strategic alliance with the Pensare Group offering new Customer Experience (CX) solutions focused on connecting customer data to decision making and decision making to increased engagement.

Clients have depended on ORI for 27 years to provide innovative insights and actionable intelligence, but lately they demand more: they also want to increase customer and employee engagement, the two factors that create sustainable success. Today, with the launch of ORI's Customer Experience practice, ORI now offers end-to-end solutions that capture the voice of the customer (through surveys, feedback and social media) and support teams as they strengthen and grow customer relationships. ORI and Pensare Group know that enhancing customer experience actually starts with employee engagement, when everyone across the organization is involved in strengthening relationships and growing top line revenue.

According to ORI co-founder and CEO Kathleen M. Benson, "Collecting, analyzing and synthesizing information from a wide variety of sources has long been ORI's core strength. By joining forces with the Pensare Group, we now have the CX capabilities to help organizations identify and implement practical, tactical changes that will improve employee effectiveness and drive customer loyalty."

As part of the alliance, Lesley Boucher is joining ORI as Vice President leading the new Consulting and Customer Experience practice. Boucher comes from the Pensare Group, having spearheaded a five-year collaboration with ORI that demonstrated a shared passion for understanding, measuring and improving the customer experience. She brings more than 25 years of experience - eight as a Managing Director at Pensare - and will leverage ORI's business intelligence services to help clients grow and achieve.



Meanwhile, Renee Lewis, President of the Pensare Group, will work in partnership with ORI as they expand their CX offerings and build new tools to address dynamic and shifting customer demand. This strengthened alliance between ORI and Pensare recognizes the economic reality that customer loyalty is the engine of growth for every organization. That loyalty, where customer churn declines, transaction values increase and referrals drive new business, is the product of every single positive "customer experience."

Together, ORI and Pensare can now address the full lifecycle of any business challenge and the CX opportunities that present themselves. Benchmarking key engagement measures and then assessing the impact of new behaviors enables ORI and Pensare to show organizations how to respond rapidly to relentlessly accelerating customer expectations.


Noted Lewis, "This alliance focuses explicitly on what the market has needed and frankly has been asking for - an ability to not only strengthen the customer experience through tried and true skills development for staff, but also the ability to measure the impact of changes in employee attitudes and behaviors. When the focus aligns with strategic objectives, this approach drives market differentiation for each and every customer."

For more information about the ORI Customer Experience practice, e-mail Lesley Boucher at [email protected].

About ORI

ORI is a thriving data collection, research and business intelligence firm that connects government, commercial, association and not-for-profit clients with key audiences so they can make evidence-based decisions that accelerate results. With its Customer Experience practice, ORI now offers end-to-end solutions that capture the voice of the customer (through surveys, feedback and social media) and support teams as they strengthen and grow customer relationships. To learn more about ORI, please visit www.ORIresults.com.

About Pensare Group

In the elegantly simple words of Peter Drucker - "Leadership is all about results." As a unique management consulting firm, the Pensare Group takes pride in a track record of delivering measurable results to high performing organizations across many different industries. Pensare provides insightful assistance to every client, drawing upon what the principals have learned collectively over decades in leadership positions across industry, government and non-profit organizations. To learn more about how to effectively combine strategy, technology and market experience to accelerate results, please visit www.pensaregroup.com.


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