Insights
Expert insights on customer experience, employee engagement, and service leadership. Stay ahead with Brad Cleveland’s blog—featuring CX trends, actionable strategies, and real-world solutions to help you improve customer satisfaction, streamline operations, and drive business success.
“Not everything that can be counted counts”
In the 1960s, as mainframe computers were entering the business world—and inspiring much awe—sociologist William Bruce Cameron observed that it would be nice if everything could be represented in numbers and “run through an IBM machine.” But he warned, “not everything...
CX Pillar 4: Customer service provides strategic value
Customer service is a vital and strategic part of customer experience. Each interaction goes beyond serving one individual customer to provide broader value to the organization. When effective, customer service makes it easy for customers to resolve issues and...
Want to reduce customer complaints? Design better cross-functional processes
Well-designed cross-functional processes are powerful. They create customer experiences that are effortless for the customer and more efficient for the organization. Here's a story that illustrates this point. A colleague of mine visited the contact center for a...
9 Ways AI is Quietly Transforming Customer Service
Discover the Nifty Nine—nine ways artificial intelligence is quietly revolutionizing customer service today! In this video, I reveal how leading organizations are leveraging AI not just for efficiency, but for customer loyalty and deeper employee engagement. Instead...
Customer Service Quality Standards for Humans and AI
Are you looking for practical ways to define clear, effective quality standards for your customer service—and for humans and AI? In this video, I share a proven framework that simplifies the complex world of customer service standards. Discover how to balance...
Are your Customer Journey Maps gathering dust?
One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason… it’s a straightforward, effective way to visually depict a customer’s relationship with your organization. Are your Customer Journey...
In the midst of contact center change, these immutable laws never change
There are three immutable laws at work in contact centers that you must keep in mind. They're always present. Understanding them will help you establish the right metrics, communicate important trade-offs and shape an organizational structure that works well. What do...
Don’t get lost in data! Focus on these 7 Customer Service Metrics
In customer service, we can generate endless reports, often leading to scattered customer service metrics. It can be difficult to focus on the right areas that will build a foundation for consistent and improved service. This video breaks down the seven essential...
Does your customer service strategy drive success?
There are many ways to approach customer service strategy, but there are three common characteristics among organizations that have the most success. This LinkedIn Learning video from my course “Customer Service Strategy” outlines these characteristics. And in every...
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