Brad Cleveland
Brad Cleveland is a recognized pioneer in helping organizations maximize the value of their customer services. An in-demand speaker and author, he has worked across 45 states and in over 60 countries, and his clients have included many of today's service leaders – Apple, HP, American Express, USAA and others. He's also advised governments in the United States, Australia, Germany, Canada, the United Kingdom, and elsewhere.
Brad is author/editor of eight books, and recipient of an Amazon.com best-selling award. He has discussed customer service issues in publications ranging from The Financial Times to The Wall Street Journal, as well as on major television networks, NPR's All Things Considered, and the in-flight programs of several airlines.
One of the initial partners in and former President and CEO of the International Customer Management Institute (ICMI), Brad grew the firm into a global industry leader that is now part of United Business Media (London: UBM.L). He now serves as Senior Advisor to ICMI, and is a popular keynote speaker at industry events and to senior management teams responsible for shaping their organizations' services.
Brad Cleveland is a recognized pioneer in helping organizations maximize the value of their customer services. An in-demand speaker and author, he has worked across 45 states and in over 60 countries, and his clients have included many of today's service leaders – Apple, HP, American Express, USAA and others. He's also advised governments in the United States, Australia, Germany, Canada, the United Kingdom, and elsewhere.
Brad is author/editor of eight books, and recipient of an Amazon.com best-selling award. He has discussed customer service issues in publications ranging from The Financial Times to The Wall Street Journal, as well as on major television networks, NPR's All Things Considered, and the in-flight programs of several airlines.
One of the initial partners in and former President and CEO of the International Customer Management Institute (ICMI), Brad grew the firm into a global industry leader that is now part of United Business Media (London: UBM.L). He now serves as Senior Advisor to ICMI, and is a popular keynote speaker at industry events and to senior management teams responsible for shaping their organizations' services.
Thriving in the New Era of Customer Relationships
The confluence of economic changes, new communication capabilities (e.g, mobile, video, chat), emerging social communities, and evolving customer expectations has fueled fundamental changes that are leaving no organization untouched. Customer services are undergoing their most significant "upgrade" ever - touching people, processes, technologies, and strategy - as they become increasingly central in organization-wide efforts to understand and meet customer expectations. In this...
Viva Opportunity! Boosting Your Contact Center's Value and Visibility
This eye-opening session, designed for senior level managers, establishes a practical understanding of contact centers: their role, the environment in which they operate, and how they can be harnessed to produce better business results and higher levels of customer loyalty.
Key topics include unique management challenges, metrics, the emerging multi-channel environment and the changing nature of customer expectations. The session is appropriate for those new to contact centers and...
How Every Organization Must Evolve – to Serve Today's Always-On Customers
We are witnessing - daily, literally before our eyes - the emergence of the most powerful customer movement in history. Evolving customer expectations and fundamental changes in communications and service delivery are leaving no organization untouched. Good customer service experiences turn into positive word of mouth that attracts market share, strengthens brands, and boosts business results. As a result, customer service operations - really, entire organizations - are undergoing...
Join the Conversation! How to Incorporate Social and Mobile into Customer Service Operations
Customer expectations are changing rapidly, as social media, mobile communications, and ubiquitous access to broadband services become pervasive. How do you become part of the conversation? How are the best organizations upgrading their strategies and operations to successfully tackle this opportunity? Who owns these efforts? Who handles the workload? How do performance objectives change? What priorities are most important in this evolution? Join Brad Cleveland as he lays out a road...
Customer Service Is the New Killer App!
Engaging today's always-on, über-networked customers presents enormous opportunity for organizations that harness the full potential of social tools by combining contact center capabilities with the data- and sentiment-rich environment of peer communities. When real customer service is present, focused and operationalized in the dynamic social media environment - and backed by the organization - it creates powerful experiences that lead to extraordinary loyalty, exponential brand growth,...
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