AI - Brad Cleveland

Idea Starter: AI for Customer Service

Jul 29, 2025 | AI, Call Center, Contact Center, Customer Service, Leadership

When jumping into AI for customer service, 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. Those with the best service start first and foremost with customer needs...

New Course: The AI-Driven Customer Service Representative

Jul 24, 2025 | AI, Call Center, Contact Center, Customer Experience, Customer Service, LinkedIn Learning, Organization and Culture

Recently, my newest LinkedIn Learning course, The AI-Driven Customer Service Representative, was launched. This course is built for those of you on the front lines, interacting with customers, solving problems, and keeping things moving. In this course, we explore...

The Aviator’s Guide to CX: Piloting Customer Experience

Jun 20, 2025 | AI, Customer Experience, Leadership

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...

Digital Literacy: How to Train Agents to Work Alongside AI Tools

Apr 30, 2025 | AI, Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Organization and Culture, Quality Management

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...

From Timekeeper to Strategic Architect: The Evolution of WFM

Apr 11, 2025 | AI, Call Center, Contact Center, Customer Experience, Customer Service, Workforce Management

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...

Train and Manage AI-Empowered Customer Service Teams

Feb 26, 2025 | AI, Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, LinkedIn Learning

AI has emerged as a game changer in customer service. However, successful adoption requires you to effectively train and manage the human teams that work alongside AI tools. In this LinkedIn Learning video from my course “Using AI for Customer Service...