Our Story, Leadership and Credentials
Our Story
For more than 25 years, we have been helping organizations empower and transform their customer experience teams. We help companies see the power of their data to unlock opportunities and drive both customer and employee satisfaction.
We hold the conviction that the best customer experience teams are those whose leadership embraces a culture of customer service. We seek to work with companies and leadership teams who share our belief that delivering exceptional customer service can best be achieved by investing in and empowering their own people through data-driven transformation.
Elevating your customer experience score is our key performance metric.
The long-term success of any enterprise hinges on its relationship with its customers. In today’s increasingly high-tech business environment shifting more interactions online, those customer relationships have increased in complexity through more communication channels, more volume, and customers’ rising expectations for immediate resolution and satisfaction.
Customer experience is what sets a company apart from its competitors. Every interaction is an opportunity to provide an impactful, human connection. Our people are passionate about knowing how your customers feel about your company. We are ready to help you gain insightful, actionable information—information that will strengthen your brand and reveal the unseen value in your products and services.
Transformation can be very intense and challenging for most organizations, but continuous quality improvement is critical to maintaining an edge over your competition. You need to be serious about understanding how your customers feel about your products, services, and company. If you see improving customer experience as a key strategic imperative for your company’s growth, you share our vision to cultivate meaningful, actionable, and helpful connections with your customers in every interaction.
We are on a mission to help your organization attain this goal–to transform what exists and develop a culture of exceptional customer experience. We are so passionate about our commitment to helping companies attain data-driven quality improvement that we actively choose not to engage with organizations that don’t share this mission. Optimizing customer experience is not just about collecting data. It’s about what organizations can do using that data to empower their teams to own accountability for delivering exceptional customer experiences.
If you share in our passion for optimizing customer experiences, we can work with you and your customer experience management team to design a quality program catered to your specific needs. We’re driven to help you set your organization apart from your competitors by providing exceptional customer experience in every interaction.
Our Leadership
Cheryl Thibault
CEO
Areas of Expertise
As ARC’s CEO, Cheryl Thibault is our Chief Experience Officer. She leverages her 30+ years of experience in the creation of quality assurance programs that meet our clients’ unique and varied needs regardless of the industry or size of the organization. She looks beyond the available data to the potential impact and change that data can create. Her strong leadership and problem-solving skills helped improve customer satisfaction for ARC clients and partners. Cheryl’s abilities to develop client-centric solutions, build relationships, and support employees, clients, and vendor partners have grown ARC to become a leader in transforming customer experiences by improving interactions between people. She is also a proud member of the Women Presidents Organization, a global community of women executives leading multi-million dollar businesses.
Abby Marzi
Director of Operations
Areas of Expertise
Angela O’Neill
Editing Manager
Areas of Expertise
Angela O’Neill, our Editing Manager, has been a valued member of the ARC family since 2021. With over 20 years of experience and a Master of Science in Community Health, she brings exceptional proficiency and leadership to our editing teams. Angela is committed to delivering outstanding products to our clients, consistently demonstrating an unparalleled work ethic and management skills. Away from work, she enjoys spa days, spontaneous road trips, and learning Italian. Angela is a devoted mother of two daughters and two stepsons. Born and raised in the Midwest, she now lives in Italy, where she and her husband are lovingly renovating a villa.
Shonda Sammons
Areas of Expertise
With over 30 years of experience – including a strong focus in the financial services industry – Shonda provides coaching, guidance, and expertise to build brand advocates. She loves to take clients on a journey to becoming their best selves. She excels at partnering with individuals to develop their natural talents into strengths and exceed their expectations. Through working directly with frontline and support staff, and gaining a thorough understanding of a company’s strategic and branding focus, she fosters abilities and uncovers hidden competitive advantages in a company’s existing workforce.
Sharon Lucas
Areas of Expertise
Passionate about partnering with individuals to support them in gaining self-awareness and realizing their strengths and talents, Sharon builds new leadership competencies in clients and aids them in optimizing their leadership performance. She believes it is about walking on a path with the client to look at situations with a new perspective and then supporting clients in the application of more productive approaches.
Elevating your customer experience score is OUR key performance metric
Years in business serving contact centers
Available mystery shoppers
Languages, plus translations available
Combined years of experience in contact center quality assurance
Our Business Credentials
MSPA Americas is the trade association representing the customer experience and merchandising industries throughout the Americas and the roots of the greater association, MSPA Global.
As a BBB Accredited Business, ARC is listed as a trustworthy business that operates with integrity and excellence.
Women’s Business Development Council is a 501(c)(3) non-profit organization that is dedicated to providing the tools and resources to help women thrive in business. We believe that when desire, education, and preparation come together, opportunities are created, ideas are ignited, and economies are expanded.
The US Small Business Chamber of Commerce is a national organization with the sole intent of progressing the needs of small businesses in the United States.
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