BEYOND THE ARC - Key Persons
Bruce is our resident expert in data science. He specializes in the use of statistics and data mining, delivering actionable business insights to drive improvements in customer acquisition, churn, cross-sell, segmentation, loyalty, and revenue optimization.
An expert in text mining and SPSS Modeler, Bruce has helped ferret out specific customer pain points so that service models and communications strategy can be improved.
Expertise
Data science and predictive analytics
Cynthia is one of the leaders in our utility practice. She brings a depth of experience and knowledge from the utility industry - both as a senior leader and as a big six management consultant.
In large electric and gas companies, she formulated and evaluated corporate strategies, and helped leadership gain approval of projects through financial analysis and building consensus. Cynthia also has the unique experience of working as an electric distribution operations engineer that gave her direct line of sight with utility customers, field and planning personnel, and electric distribution maintenance, design, planning, construction, grid operations and emergency response.
Expertise
Strategic planning
Program management
Corporate goal development and measurement
Financial analysis and risk assessment
Team development; consensus building
Gavin brings 25+ years of CX expertise to help companies achieve goals with effective communications for customers and employees. As our Director of Creative Services and Communications lead, she specializes in strategy, writing and design for B2B digital marketing, customer communications and employee communications.
She combines deep experience in financial services, fintech, and technology, with her expertise in customer experience, communications, and change management.
Expertise
Customer experience strategy
Content marketing and social media
Customer and internal communications
With more than 20 years of consulting experience, Jacqueline has deep understanding of financial services and energy industries. As a strategy and operations senior manager with Deloitte Consulting, she worked with leading companies including Union Bank of California, AIG, HP, AT&T, Xcel Energy, Sempra, and Southern California Edison (SCE).
As an executive and consultant in the insurance industry, she led the shared services organization, and advised senior leaders on issues ranging from sourcing strategy to process improvement and change management.
Expertise
Customer experience
Communication strategy & deployment
Customer communications
Business process redesign
Organization design
Smart grid/smart utility analytics
Asset and inventory management
Operations improvement
Performance metrics and measurement
Strategic sourcing
Michelle is a creative writer and graphic designer who has a passion for bringing stories to life through visual storytelling.
She is skilled at introducing new ideas to tell engaging stories and break through the clutter, particularly for millennials and Gen Z.
Expertise
PR and media relation relations
Nina has over 25 years of experience in corporate learning and performance improvement in retail, commercial and international banking- filling key roles from training manager to instructional designer and curriculum advisor.
She specializes in helping clients design and develop training programs that support an organization's strategic initiatives such as improving communications and customer service. Nina is also a skilled writer, and brings an inventive, customer-focused approach to every project.
Expertise
Corporate training and training management
Course development & instructional design
Strategic planning & process design
Customer communications
Internal communications
For over 20 years, Steven has been helping clients in financial services, fintech, and technology develop data-driven strategies and communications to strengthen customer experience, marketing, and operations. His work spans data science, strategic planning, optimizing customer and employee communications, media relations and social media strategy.
Steven also leads Beyond the Arc's data science practice, advising clients on how to deploy machine learning and AI to make better decisions.
Expertise
Customer experience strategy
Public relations and media relations
Big Data analytics and predictive analysis
Social media strategy and analytics