Leadership - Brad Cleveland

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...

3 Contact Center Trends Few Saw Coming

Apr 29, 2026 | AI, Call Center, Contact Center, Customer Service, Leadership, The Edge of Service

The headlines are screaming lots of messages. But what’s actually happening in contact centers? And what do leaders need to be paying attention to now? Here are three important trends that few saw coming. 1. Workloads in most contact centers are growing. This is the...

7 Essentials to Move from Customer Insight to Action

Apr 23, 2026 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

The foundation of customer advocacy is customer insight, that is knowing your customers, what they need, expect, and experience. But that knowledge won’t get you far without the means to act. This video, from my LinkedIn Learning course “Customer...

“Not everything that can be counted counts”

Apr 16, 2026 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership

In the 1960s, as mainframe computers were entering the business world—and inspiring much awe—sociologist William Bruce Cameron observed that it would be nice if everything could be represented in numbers and “run through an IBM machine.” But he warned, “not everything...

Want to reduce customer complaints? Design better cross-functional processes

Apr 1, 2026 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Quality Management

Well-designed cross-functional processes are powerful. They create customer experiences that are effortless for the customer and more efficient for the organization. Here’s a story that illustrates this point. A colleague of mine visited the contact center for...