AI - Brad Cleveland

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...

A New Wave of Work Is Coming to Contact Centers

Nov 21, 2024 | AI, Call Center, Contact Center, Leadership, Multi-channel Support

Epiphanies can come from the most unexpected sources. My wife Kirsten and I recently spent some time in the London area. It was to be a quick business trip, but seeing that it fell on my birthday, we decided we’d add some personal days—with the goal of trying a new...

Using AI in Customer Service: Steps for Seamless Integration

Jul 26, 2024 | AI, Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Multi-channel Support

As customers, we’ve all experienced technologies that aren’t helpful or that create even higher levels of frustration. They offer many options, just none that we need. They force us to enter account numbers or other information that’s not passed...