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.

Are Your Mobile Apps Ready for Prime Time?

Are Your Mobile Apps Ready for Prime Time?

Get your apps in good shape and, by all means, don't dither—get them out there. But you've got to ensure they are ready for prime time. In results that were probably no surprise, a Compuware study found that customers have little tolerance for glitchy or unstable...

Celebrating 30 Years of Contact Centers

Celebrating 30 Years of Contact Centers

It's a new year and a great time to reflect on how contact centers have changed over time. Here's a short (four-minute) video I developed with the ICMI team to show how service has evolved over the past three decades.

Smartphone Statistics

Smartphone Statistics

Retailers reported that sales via smartphones grew an average of 87% in 2014. (Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. (Source: Google) 59% of...