Analyst Coverage

Beyond the Arc contributes to reports by top business research firms on customer experience, company culture transformation, Voice of the Customer programs, and data science and customer analytics


customer focused employee

Beyond the Arc transforms communications to reinforce customer centricity. Their approach starts with crafting a CX strategy in collaboration with clients to focus their organization on delivering what matters most to their customers.

Next, Beyond the Arc develops a messaging and communication master plan to roll out the new strategy across the organization. The goal is to help all employees rally around a common purpose. Finally, they help clients execute the rollout through internal communications, executive coaching, and team training to build buy-in with employees and aid them in mapping operational metrics back to the CX vision to track progress. Beyond the Arc also supports the culture change by developing model language and best practice writing tools to help internal teams create customer-focused communications.”

data analytics tools
“While big data technology makes it possible to predict outcomes more easily, many marketers lack experience with the underlying principles. Steven Ramirez, CEO at a top marketing analytics agency, Beyond the Arc, summarized common client situations as follows:

“They are investing in setting up Hadoop and aggregating data from the IT side of the house. But then they say, ‘Can IT help us make our marketing better by figuring out what to do with this data?’ Marketers aren’t thinking ahead about the hypotheses they want to test or how to use data to advance marketing strategy.”

cx measurement
Examples of Experiences That Matter More to Business Results

“Critical experiences… have a higher impact on ROI. For an insurance client, Beyond the Arc mapped out the whole customer life cycle. Ultimately the client focused on the initial stages of the life cycle because improving the prospect experience brought the highest immediate ROI.”

BTA Interviewed or Cited in Industry Research in Customer Experience

12.10.20 Neobanks: The Bumpy Road to Profitability
6.12.19 Account Opening: Run It Like You Own It
4.4.18 Forrester Q&A: Six Questions To Ask Before Diving Into Text Analytics
10.23.18 AI: Transforming the Digital Account-Opening and Onboarding Experience
6.19.17 Five Key Steps For Making Your Culture More Customer-Centric
6.19.17 Three Culture Practices For Long-Term Customer Centricity
6.19.17 Remove Barriers And Add Enablers For A Customer-Centric Culture
6.5.17 The Insights Services Directory, Q2 2017
6.19.17 Five Key Steps For Making Your Culture More Customer-Centric
5.16.17 Vendor Landscape: Customer Analytics Service Providers, Q2 2017
3.8.17 The Virtual Agent: Natural Language Processing in Wealth Management
3.7.17 The Forrester Wave™: Predictive Analytics And Machine Learning Solutions, Q1 2017
2.28.17 Predictive Analytics: The Path to Competitive Differentiation
2.10.16 The Convergence Of Brand, Marketing, And Customer Experience (interviewed)
2.4.16 Seven Steps To Successful Customer Experience Measurement Programs
1.4.16 Avoid Dissonance Between Your Brand Promise And CX Delivery (interviewed)
10.22.15 Vendor Landscape: Picking The Right Consultant To Support Your Culture Transformation
8.10.15 New Technologies To Help Unearth Buyer Insight From B2B Data
8.10.15 How To Track Your Company’s Progression Toward Customer Obsession (interviewed)
4.29.15 Beyond Surveys: New Tools For More Effective CX Measurement (interviewed)
11.21.14 How To Drive Action With Your VoC Program
8.11.14 Market Overview: Where To Get Help With Culture Transformation
3.14.14 How To Build A Customer-Centric Culture (interviewed)
2.25.14 Voice Of The Customer Vendor Landscape, 2014
2.25.14 Voice Of The Customer Vendor Go-To-Market Strategies
2.25.14 How To Use Text Analytics In Your VoC Program
2.25.14 TechRadar™: Customer Analytics Methods
2.20.14 Communication, Training, And Routines: How Companies Socialize Customer Centricity (interviewed)
2014 A Manager’s Guide to Leadership (2nd edition), by Pedler, Burgoyne, and Boydell (McGraw-Hill) (Steven Ramirez cited)
11.6.13 Webinar: Getting The Most Out Of Open Data
10.4.13 Business Model and Brand Fuel Customer Experience Innovation (interviewed)
8.12.13 Customer Experience Q&A: Steven Ramirez, CEO of Beyond the Arc. Published for Chartwell’s utility industry research council
8.8.13 Getting The Most Out Of Open Data
6.27.13 Seven Steps To Successful Customer Experience Measurement Programs
5.1.13 How To Build Your Voice of the Customer Program (interviewed)
6.14.12 Enterprise Customer Experience Transformation Consultants

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