# Brad Cleveland
Principais episódios de podcast
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brad cleveland is an author, public speaker, and consultant who focuses on customer service, call centers / contact centers, technical support centers, social media, and other customer-facing environments. He was one of two initial partners in ICMI (International Customer Management Institute), joining founder Gordon F. MacPherson, Jr. in 1991.
See Your Business as Customers Do
Are you truly seeing your business through your customers’ eyes? In this episode, Brad Cleveland reveals the seven essential ways leading organizations step into the customer’s perspective to drive real transformation in customer service, loyalty, and results. Drawing on powerful case studies and t…
The State of Contact Centers—an Update
In this episode, Brad Cleveland shares key insights from his virtual ICMI conference keynote, tackling the top questions facing contact center leaders today. Are AI advancements really reducing agent roles? Why is agent workload still rising even as automation increases? How can organizations prepa…
Avoiding "Slop" in Customer Experience
AI is transforming customer experience by delivering faster service, better insights, and personalized interactions. But as Brad Cleveland explains, there’s a growing risk of “slop” (i.e., friction, loss of trust, and organizational debt) when speed and automation take priority over thoughtful desi…
Workforce Optimization Blind Spots
Most workforce optimization programs focus on forecasting, scheduling, quality management, coaching, and performance management. Those capabilities remain essential. But they're no longer enough.
Increasingly, the customer conversations that shape customer loyalty, brand reputation, and future dem…
The P-51 Lesson for CX and AI Leaders
Join Brad Cleveland as he shares an unforgettable experience flying in a historic P51 Mustang and uncovers powerful lessons for CX that every customer experience and service leader should know. Discover how a simple innovation in aviation history can inspire transformational change in your organiza…
Align AI with Your Organization's Direction
Are you deploying AI in customer experience, but unsure if you're on the right track? In this episode, Brad Cleveland breaks down how leading organizations successfully align AI integration with their broader organizational and service strategies. This paves the way to exceptional customer engageme…
The Difference Between Customer Service and Customer Experience
Customer service is not customer experience—or is it? In this insightful episode, Brad Cleveland clears up one of the most misunderstood concepts in business today. Many customer experience (CX) professionals draw a hard line between CX and customer service (CS), but as Brad Cleveland explains, tha…
Ghosting Is Bad Business (Here's Why)
Ghosting in the professional world is more common than you think—and it's quietly hurting your organization more than it helps. In this episode, Brad Cleveland dives into the hidden costs of ghosting in customer experience, hiring, vendor relations, and more.
Learn why simply not responding isn’t…
Quality Standards in Customer Service
Understanding what quality means in customer service can feel like a daunting task with so many variables at play.
In this episode, Brad Cleveland brings clarity to the complicated world of quality standards, breaking them down into manageable, practical steps you can apply in your organization or…
193. Customer Experience Strategies that Actually Work with Brad Cleveland
Easy is hard.
For the customer, great service should feel almost invisible:
A short wait.
A useful answer.
A bot that knows when to hand you to a human.
A problem that doesn’t happen again.
Behind that simplicity?
Training. Staffing. Better systems. Clear values. And a willingness to actually learn…
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