Leadership - Brad Cleveland

Customer Experience Transformation: Failure Is Not an Option

Sep 15, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

“75% of customer experience initiatives fail!” That’s a sensational headline. And one, even with a modest search of cases and literature, you’ll see often (in fact, estimates go as high as 93 percent). My question is, if your focus on customer experience fails, what’s...

Future-Proof Your AI-Powered Customer Service

Aug 31, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, The Edge of Service

AI is dramatically transforming customer service. The opportunities – and risks – are unprecedented. As we leap into the future, literally by the day, how do you ensure your organization is keeping up? Or better yet, how do you lead the charge? I recently...

Stories from the Field: Aligning Service and Mission

Aug 25, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Do all of the services your customers experience align with your organization’s vision and mission? I’m sometimes baffled to hear plodding phone menus, “Press 1 for this and 2 for that.” And I don’t get service policies that are...

Goals, Successes, Failures, and the Evolving Consumer Movement

Aug 17, 2023 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Podcasts

Brad Sugars is one of the world’s most recognized business coaches… and he asks awesome questions! It was a privilege to be part of his podcast. We discussed goals, successes, failures, staying up to speed, and the evolving consumer movement. My interview with Brad...

Use Metrics and Analysis to Drive Innovation

Aug 11, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Metrics are not just there to report past activity. They can and should be used to help identify priorities and initiatives that will drive improvements. You will get a sense of how many opportunities you have for deepening relationships with customers and serving...

Building Trust and Empowerment with Customer-Focused Coaching

Jul 27, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Quality Management

Athletes often describe their best coaches as mentors and supporters that pushed them to be their best. Unfortunately, that’s not always the case with customer service coaching. Many employees face coaching with nervousness and...