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

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

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

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

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

Keynote Speaking & Workshops

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

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Consulting

Consulting & Strategy Development

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

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On Demand Courses

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

- Nate Brown, CX Accelerator

“‘What to say about Brad Cleveland? He’s the guy. If we’re talking about CX, Brad has to be in the conversation. He’s the Godfather of CX to many of us, and has been such a great mentor to me.”

- 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.”

- Eric Swain, U.S. Veterans Administration

“So many things I was able to take away, and look towards personal and professional growth.”

Author & Thought Leader

Brad is a recognized authority on customer experience, customer service, and contact centers, and his books have profoundly shaped the customer experience profession. His latest 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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