Meet Brad Cleveland

A Global Leader in Customer Experience

Brad Cleveland is a leading expert in customer experience (CX), leadership strategy, and customer service innovation. His career spans decades of working with top brands—including Apple, American Express, and USAA—government agencies, and industry leaders to help organizations transform customer experience into a powerful driver of growth.

A sought-after keynote speaker and strategic advisor, Brad has delivered insights in over 60 countries. His books and courses are widely used by CX professionals, and he serves as an instructor for LinkedIn Learning. Recognized for his pioneering work in customer service and contact center management, Brad continues to shape the future of customer experience.

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Why Organizations Trust Brad Cleveland

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Proven Expertise
Decades of experience working with Apple, American Express, USAA, and global brands.

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Actionable Insights
Data-driven strategies that increase customer loyalty and operational efficiency.

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Custom Solutions
Every engagement is tailored to your industry, challenges, and business goals.

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Independent Perspective
Unbiased, real-world recommendations—no affiliations with tech vendors.

Solutions That Turn CX Into Measurable Results

While Brad leads each engagement, he often brings in trusted strategic partners—experts in areas like data analytics, journey mapping, or digital transformation—when a project requires additional insight or hands-on support. This ensures clients get the right mix of expertise for lasting, measurable results.

Keynote Speaking & Workshops

Engaging, research-backed presentations on CX leadership, AI in customer service, and business transformation.

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Consulting & Strategy Development

Helping organizations implement CX frameworks that drive revenue, efficiency, and long-term success.

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Training & Leadership Coaching

Customized training for executives, managers, and teams to create a customer-first culture.

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When Customer Experience Matters, Top Brands Turn to Brad

- Greg Adams, TUANZ Topics, New Zealand

“‘Far too many organizations are failing to live up to their potential and, in doing so, are failing in their responsibility to really make a difference.’ So says Brad Cleveland… it’s the type of fearless yet perceptive assessment that plenty of people don’t want to hear, but one that means his opinions are exactly what many others around the world do want to hear.”

- Mont Wright, Ford Motor Company

“The time you spent with us exceeded my already high expectations. This level of understanding will help focus our efforts to improve service to our employees and customers.”

- Paul Smedley, Founder & Chair, Professional Planning Forum, British Airways (UK)

“Brad brings such a huge breadth of experience and offers a degree of insight that helps people to see things differently. Members take something new away that they can do something about in their own roles to make a difference to their customers and their business.”

- Mike Trotter, Executive Director Center for Customer Driven Quality, Purdue University

“You’ll be happy to know that this was one of the top-rated events for this conference in its history.”

Author & Thought Leader

Brad is a recognized authority on CX strategy, and his books have shaped the industry. His best-selling works, including “Leading the Customer Experience” and “Contact Center Management on Fast Forward”, are used by professionals worldwide. He is also a top instructor for LinkedIn Learning, where his courses help leaders master CX, customer service leadership, and business transformation.

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