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 Aviator’s Guide to CX: Piloting Customer Experience
I recently had the opportunity to join Nathan Bennett on CX-WISE for a conversation that blended two of my greatest passions: customer experience and aviation. As someone who’s spent decades working with organizations across industries—and who’s had the joy of flying...
The Power of One in a Contact Center
The power of one is among the most important principles for any contact center agent to understand. Every individual makes a significant impact on customer wait times and agent occupancy – even in large centers. Share this video from my LinkedIn Learning course...
Eliminate 5 Damaging Customer Service Frustrations
When my iPhone battery life began to diminish, I searched for “Apple support phone number.” While Apple doesn’t hide their phone number, I scrolled down the page to see what other options were available. It was a Monday morning, and I knew they would be busy. I...
Stories from the Field: Give Your Forecast More Attention
I recall a consulting project with a company that was struggling to provide consistent service to their customers. At times, customers had to endure painfully long waits but other times their employees were sitting idle waiting for something to happen. It became...
Digital Literacy: How to Train Agents to Work Alongside AI Tools
Recently, I spoke to Megan Jones of Call Centre Helper Magazine about how to train agents to work alongside AI tools. We had a great discussion that included answers to these questions: Are most organizations doing what they need to do to successfully train agents to...
Really Listening to Customers: Your Strategic Advantage
This article was originally published earlier this month at ICMI. I get it. "Listen to customers" has become an oft-repeated cliché — and one that often seems to collide with daily reality. Customer feedback isn't always positive, easy to hear or immediately valuable....
From Timekeeper to Strategic Architect: The Evolution of WFM
It was a pleasure recently to join Doug Casterton on his weWFM podcast for the episode "From Timekeeper to Strategic Architect: The Evolution of WFM." We discussed how workforce management (WFM) has transformed from a tactical, scheduling-focused function into a...
Encouraging Dialogue with Customer Advocates
Customer advocates are influential, even as passive promoters. They write testimonials and reviews, and they answer questions to reviews or on forums. Their engagement is visible, and it's very believable. You further customer advocacy as you encourage dialogue,...
CX Transformation Success Principles
Customer experience transformation is characterized by continuous improvement and change. However, as a discipline, CX isn’t defined by a single methodology that guides all activities. Far from it. Talk to 10 experienced practitioners and each will each share their...
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