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Customer Experience Strategy

Customer Experience Strategy 2017-05-26T23:20:51+00:00

Be a hero for your customers

Innovate your business to disrupt the competition

Turn negative impacts into opportunities to win loyalty

Deliver experiences that create crazy customer love

Beyond the Arc is a recognized leader in customer experience. We help you shape the customer journey to drive business success.

Success Snapshots

To increase customer satisfaction and reduce churn rates, a nationwide cable company wanted to offer more targeted services.
  • Developed a customer journey map to gain insights on media viewing patterns and preferences.
  • Applied predictive analytics to better understand audience dynamics, customer segments, and behavior within each segment.
Rebundled services with targeted offerings increased customer satisfaction 15% and reduced attrition by 10%.
During an organizational transition and rebranding, the firm needed to create a compelling cross-channel experience to retain existing clients.


  • Conducted research via focus groups.
  • Analyzed data to identify channel use patterns and segments.
  • Developed highly tailored communications focused on targeted relevance.
We helped support a successful transition for a broad client base, minimized attrition and support calls, increased satisfaction, and strengthened key relationships.
The bank needed to engage employees enterprise-wide to adopt best practices for creating consistent, customer-focused communications.


  • Developed training and website with best practice tools such as writing standards, model language guides, and Before & After examples.
  • Provided hands-on editing and mentoring to help teams apply tools to real-time work.
  • Continued to engage groups to improve communication projects.
Improved customer communications company-wide, impacting over 100 million touch points annually. Trained nearly 3,000 employees in 30 lines of business.

Our customer experience toolkit

Customer journey maps, personas, design thinking exercises, empathy maps, and more.

Customer-centric culture transformation: We’ve also developed pioneering CX roadmaps, action plans, tools and training that helps diverse business teams gain a solid understanding of what customer-centric success looks like and how to achieve it.

Hot topics for customer experience strategy

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