Contact Center - Brad Cleveland

Revisit and reassess customer expectations

Jul 14, 2026 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Customer Surveys

An essential part of contact center leadership is understanding what customers need and want. How are their needs and expectations changing? For leaders, understanding customer expectations can seem like a daunting challenge. Fortunately, it’s not the guesswork...

The contact center knows your customer best. Are you using it that way?

Jul 7, 2026 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

In my experience, after decades of working with contact centers across virtually every industry, only a fraction of organizations truly leverage the strategic value of their contact centers. Those that do tend to pull ahead quickly. And they tend to see the contact...

The P-51’s Lesson for Customer Experience and AI Leaders

Jun 30, 2026 | AI, Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, The Edge of Service

The Edge of Service: Issue 65 I recently had the opportunity to fly in a historic aircraft, the P-51 Mustang. For someone who loves aviation, it was one of those experiences I’ll never forget (watch the video). It reminded me of a lesson that’s incredibly...

Avoiding “Slop” in Customer Experience

Jun 4, 2026 | AI, Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Quality Management, The Edge of Service

AI is transforming customer experience by delivering faster service, better insights, and personalized interactions. But there’s a growing risk of “slop” (i.e., friction, loss of trust, and organizational debt) when speed and automation take priority over thoughtful...

The Customer Perspective Advantage

May 21, 2026 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Are you truly seeing your business through your customers’ eyes? This video explores the seven essential ways leading organizations step into the customer’s perspective to drive real transformation in customer service, loyalty, and results. Drawing on powerful case...

How to Get Your Team On Board with AI (What Actually Works)

May 13, 2026 | AI, Call Center, Contact Center, Customer Experience, Customer Service, The Edge of Service

If you’re introducing or deepening AI’s involvement with your customer service employees, you’re probably running into some hesitation with AI adoption. And honestly, that hesitation makes sense. They are asking themselves: Is this going to make my job harder? Replace...