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.
A Fascinating Time for CX
Recently, I was interviewed by Ziptone, the online resource for customer contact professionals in the Netherlands. It was a pleasure to talk with them about developments in customer experience, customer service and contact centers. Here is the beginning of the...
Voice of the Customer: As Essential as Oxygen
Feedback from customers is like oxygen. Your organization has to have it to survive and thrive. Voice of the Customer, or VOC, is the process of listening to and really understanding customers. It’s more than simply analyzing survey data. When you analyze feedback...
How to Leverage Your AI-Powered Customer Support Strategy
When jumping into artificial intelligence, many organizations inventory what they’re doing now and look for opportunities to automate. This fixed-pie thinking can be limiting out of the gate. Let's take a look at leveraging your AI-powered customer support strategy....
A CX Goal: Universal Participation in Product and Service Innovation
The world is changing, customer expectations are evolving so innovation is the heartbeat of customer experience but how do you innovate? As the late management guru Peter Drucker asked, "You hire accountants for accounting and marketers for marketing and lawyers for...
Customer Experience Transformation: Failure Is Not an Option
“75% of customer experience initiatives fail!” That’s a sensational headline. And one, even with a modest search of cases and literature, you’ll see often (in fact, estimates go as high as 93 percent). My question is, if your focus on customer experience fails, what’s...
Don’t Guess at Staffing: Proven Methods for Your Contact Center
How many people do you need to handle the customer workload on a Monday morning at 10:00 am? How about a Thursday afternoon at 2:00 pm? In this video from my LinkedIn Learning course "Managing a Customer Contact Center," I introduce the methods used to accurately...
Future-Proof Your AI-Powered Customer Service
AI is dramatically transforming customer service. The opportunities – and risks – are unprecedented. As we leap into the future, literally by the day, how do you ensure your organization is keeping up? Or better yet, how do you lead the charge? I recently...
Stories from the Field: Aligning Service and Mission
Do all of the services your customers experience align with your organization's vision and mission? I'm sometimes baffled to hear plodding phone menus, "Press 1 for this and 2 for that." And I don't get service policies that are immediately overwritten when customers...
Goals, Successes, Failures, and the Evolving Consumer Movement
Brad Sugars is one of the world’s most recognized business coaches… and he asks awesome questions! It was a privilege to be part of his podcast. We discussed goals, successes, failures, staying up to speed, and the evolving consumer movement. My interview with Brad...
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