Customer Access Strategy - Brad Cleveland

Navigate Change with a Customer Access Strategy

Oct 16, 2025 | Contact Center, Call Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership

Whether you’re a small startup, a national government, or a multinational corporation, you need a plan that defines how your organization will deliver customer service. In customer service, the overall plan is your “customer access strategy” (it can also be referred...

Eliminate 5 Damaging Customer Service Frustrations

May 23, 2025 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service

When my iPhone battery life began to diminish, I searched for “Apple support phone number.” While Apple doesn’t hide their phone number, I scrolled down the page to see what other options were available. It was a Monday morning, and I knew they would be busy. I...

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...

It’s Time to Build Your Customer Service Strategy

Jan 30, 2025 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, LinkedIn Learning, Organization and Culture

Customer service strategies are different from one organization to the next, but in every successful organization, they serve as a bridge between the organization’s vision and mission and the decisions and actions that happen every day with customers. If you...

Customer Journey Mapping Tips

Nov 15, 2024 | Customer Access Strategy, Customer Experience, Customer Service, Quality Management

One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason…it’s a straightforward, effective way to visually depict a customer’s relationship with your organization. There are countless...

The Biden Administration’s “Time is Money” Initiative

Aug 14, 2024 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Quality Management, Self-service

Bad customer experiences invite costly regulation. These compliance costs and liability risks are unnecessary burdens that could be avoided if organizations simply prioritized their customers’ best interests from the outset.