News & Media
Brad Cleveland is a leading expert in customer experience, customer service, and contact center management. Brad offers clear, actionable insights that resonate with business leaders and practitioners alike.
Media Inquiries
For interviews, articles, or speaking engagements, please contact Brad’s team:
- Email: info@bradcleveland.com
- Phone: 410-864-0212
Topics Brad Covers:
- The Future of Customer Experience: Trends and Strategies
- Balancing AI and Human Interaction in Customer Service
- Leadership in the New Era of Customer Expectations
- How to Break Down Organizational Silos for Better CX
- Maximizing Contact Center Performance and Value
- Creating a Customer-Centric Culture That Drives Growth
- The Role of Data and AI in Personalizing Customer Journeys
- Strategies for Engaging and Retaining Employees in Customer-Facing Roles
- Turning Customer Service into a Revenue-Generating Asset
- The Business Impact of Customer Experience: Metrics That Matter
Featured Articles
Read customer experience articles by Brad Cleveland
Media Interviews
“9 Secrets to Getting Great Customer Service”
by Beth Braverman, Consumer Reports, October 2023.
“Brad Cleveland, Author Of ‘Leading The Customer Experience'”
by Daniel Goh, Young Upstarts, August 2021.
“Former ICMI CEO Brad Cleveland sees the potential for anyone to become a CX co-pilot”
by Shane Schick, 360 Magazine, June 2021.
“Press 1 for frustration: Customers run into record phone waits as companies grapple with worker safety”
by Heather Kelly, The Washington Post, April 2020.
“Avoid Long Customer Service Wait Times”
Scripps National News, interview featured on local TV newscasts throughout the U.S., April 2020.
“Pivot to remote call centers difficult for some; others roll with it”
by Don Fluckinger, TechTarget, April 2020.
“In Financial Trouble? Track Everything Companies Tell You”
by Ron Lieber, The New York Times, May 2020.
“Episode 8: Cost Savings”
Fireside chats without the fire, audio podcast with Neal Topf and Paul Catherall, May 2020.
“The Top Customer Service Trends: Contact Centers Grow Use of the Cloud, AI, and Other Technologies”
by Phillip Britt, Destination CRM, July 2020.
“3 Ways to Skip Your Bank’s Long Phone Lines”
by Spencer Tierney, Nerd Wallet, June 2020.
Media Inquiries
For interviews, articles, or speaking engagements, please contact Brad’s team:
- Email: info@bradcleveland.com
- Phone: 410-864-0212
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