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.
The contact center knows your customer best. Are you using it that way?
In my experience, after decades of working with contact centers across virtually every industry, only a fraction of organizations truly leverage the strategic value of their contact centers. Those that do tend to pull ahead quickly. And they tend to see the contact...
The P-51’s Lesson for Customer Experience and AI Leaders
The Edge of Service: Issue 65 I recently had the opportunity to fly in a historic aircraft, the P-51 Mustang. For someone who loves aviation, it was one of those experiences I'll never forget (watch the video). It reminded me of a lesson that's incredibly important in...
Avoiding “Slop” in Customer Experience
AI is transforming customer experience by delivering faster service, better insights, and personalized interactions. But there’s a growing risk of “slop” (i.e., friction, loss of trust, and organizational debt) when speed and automation take priority over thoughtful...
The Customer Perspective Advantage
Are you truly seeing your business through your customers’ eyes? This video explores the seven essential ways leading organizations step into the customer’s perspective to drive real transformation in customer service, loyalty, and results. Drawing on powerful case...
How to Get Your Team On Board with AI (What Actually Works)
If you’re introducing or deepening AI’s involvement with your customer service employees, you’re probably running into some hesitation with AI adoption. And honestly, that hesitation makes sense. They are asking themselves: Is this going to make my job harder? Replace...
Why Customers Hate Waiting
Come with me to the iconic Shibuya Crossing in Tokyo to uncover why customers truly hate waiting—and it's not always about the length of the wait! I’ve spent years studying queues in contact centers, security events, and everyday places like restaurants and...
3 Contact Center Trends Few Saw Coming
The headlines are screaming lots of messages. But what’s actually happening in contact centers? And what do leaders need to be paying attention to now? Here are three important trends that few saw coming. 1. Workloads in most contact centers are growing. This is the...
7 Essentials to Move from Customer Insight to Action
The foundation of customer advocacy is customer insight, that is knowing your customers, what they need, expect, and experience. But that knowledge won't get you far without the means to act. This video, from my LinkedIn Learning course "Customer Advocacy," outlines...
“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...
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