Customer Experience Blog
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.
Embracing Change in Contact Centers: 20 Trends and 3 Recommendations
We are midway into 2024. How’s it going? It has certainly been a year of new developments in customer experience and contact centers. In January I wrote an article series for ICMI on the future of contact centers. The last article in the series identifies 20 trends...
Rallying Support for Customer Experience Investments
An essential step in building momentum and being an effective customer experience leader is making the case for ongoing funding and specific investments. I encourage you to build a cost-benefit toolkit, a repertoire of methods you can draw from to provide an accurate...
4 Essentials for Contact Center Success: The Best Days Are Ahead!
Last winter I reflected on what I learned at ICMI’s Contact Center Expo, and ended with a bold prediction: for contact centers and for those of us who are part of them, the best days are ahead. To read more about why I think this is the case, click here. The best...
The Highest Level of Customer Service Leadership
Professor Jim Collins and his team of researchers for the book Good to Great identified what they call Level 5 Leadership. The greatest leaders are those who build an organization, team or department that continues to thrive after they're gone. Collins' framework...
The Future of Contact Centers: 5 Insights
After ICMI’s most recent Contact Center EXPO, I wrote a series of articles with reflections on the future of contact centers. I was recently reminded of them and thought I would share five thoughts from the first article. 1. AI Augmentation, Not Replacement Contact...
Championing the Customer in Everything You Do
My newest course on LinkedIn Learning is “Championing the Customer in Everything You Do.” It is intended for any role in the organization, at any level. I hope it will help identify how to deliver an experience that customers will remember and why each person,...
Why Is It Getting Harder to Be a Good Customer Service Leader?
Many customer service leaders today are scratching their heads and wondering why it feels like it is harder than ever to be effective as a customer service leader. Why is that? What is making it more difficult to meet the expectations of customers? Why does it feel...
What Do Your Customers Want? 10 Expectations to Guide Your Service Strategy
Understanding what customers want is essential to building an effective customer service strategy. In turn, effective strategy will help you meet or exceed those expectations. Customer expectations evolve and sometimes that happens very quickly. The experiences that...
CX in the Wild: Shaping Exceptional Journeys
A big thank you to Dennis Wakabayashi for inviting me to his podcast, “CX in the Wild.” It was a pleasure to spend some time talking with him. In this episode, I reflect on the digital revolution of the 2000s and its impact on customer service, emphasizing the need...
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