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Gavin James

Gavin James
Gavin James is passionate about helping companies build winning relationships by creating customer-focused solutions. As Beyond the Arc's Director of Creative Services, Communications Lead, and a CX consultant, she brings 25+ years of expertise in customer experience strategy, writing and design. Gavin specializes in writing clear, compelling communications, and visual design for ease of use and emotional appeal. She also rocks at helping companies build a customer-centric culture to deliver on their brand promise.

6 fintech and technology trends that will redefine CX in 2022

As we look out over the horizon of 2022, one thing is clear — we can only move forward. We won’t just dust off...

Value Proposition 101 – Key strategies to power your brand

More than ever, companies are challenged to find better ways to attract, win, and retain customers. That's why it's so important to have a clear,...

3-tiered strategy to turn negative customer experiences into loyalty moments

When customers have a bad experience, they’re often more connected to how they FEEL about it, than the issue itself. And in the age...

The costs of marginal thinking in customer experience

CX has come a long way, the hard way. Long ago, companies dictated their customer experience. They devised a marketing strategy and told the...

Fintech and Payments: 3 ways to stand out in a crowd

Fintechs, financial institutions, and tech giants like Apple, Google, Facebook, and Verizon are in fierce competition to capture spend with engaging, frictionless payment experiences....

Turn wealth management communications into high value assets

Wealth management is about relationships. It’s about the trust and confidence clients look for in financial advisors – and that can be impacted by...

Can you teach empathy at work? Yes, and here’s how

Now more than ever, empathy should be a core mindset in all your customer communications and interactions. But what if your people don’t seem...

Wealth Management for Millennials – Communication strategies to attract & retain digital natives

Hot competition in wealth management for millennials and Gen-Z is putting the pressure on wealth firms and financial advisors. Younger generations may inherit more...

2021 Predictions: The road ahead for customer experience

The roller coaster ride of 2020 dramatically changed how we think about engaging and connecting. Businesses have had to rapidly adapt with new models,...

Strategies to attract and retain affluent customers

Competition for high net worth clients has never been more fierce among financial advisors. For banks, this affluent segment represents a small percentage of...

Mastering the 3 C’s of Customer Experience

Customer experience (CX) is definitely a thing. And yet it’s not – it is many things. When your business focuses on CX, there are...

Empathy as a Superpower: 4 Steps to getting it right

The pandemic has transformed the age of the customer into the age of empathy. For many businesses, infusing that level of emotional connection...

3 ways to motivate customers to read your communications

Connecting with your customers is more important than ever right now. You may be working hard to craft email updates and other key messages....

5 Success strategies for working from home

Suddenly working from home? In these unsettling times, you may have to adapt quickly to work changes. So how do you stay...

3 Top trends impacting customer experience in 2020

2020 — for many of us, it sounds like science fiction. Yet the future is Now. Is your business ready for the new demands...

3 top ways to communicate better with customers

  The age of customer experience is entering a new dimension: Emotion is the new Brand. Creating emotional connections across the entire customer journey is…

Good, bad, or indifferent: Influencing emotion in customer experience

  “We’ve got to make things easier and more effective for customers,” said nearly every customer experience (CX) manager, everywhere, for the past decade. Indeed,...

5 Tips to increase emotional appeal in your customer experience

  There’s a strange paradox that occurs in the business world: at some point, people forget what it’s like to BE a customer. We’ve all…

CX in 2019: Top customer experience trends to keep on your radar

What will you do differently this year to increase customer satisfaction and attract new business? Based on our years helping companies with customer experience strategy...

Tech in 2019: Top digital trends for tomorrow’s customer experience

Customer experience is entering a new age, as intelligent technologies are rapidly expanding what’s possible. Is your company poised to take advantage of...

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