artificial intelligence - Brad Cleveland

Idea Starter: AI for Customer Service

Jul 29, 2025 | AI, Call Center, Contact Center, Customer Service, Leadership

When jumping into AI for customer service, many organizations inventory what they’re doing now and look for opportunities to automate. This “fixed pie” thinking can be limiting out of the gate. Those with the best service start first and foremost with customer needs...

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...

AI in Customer Service: The Nifty 9

Dec 8, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

When it comes to using artificial intelligence, many organizations just jump in and automate what they can, but those with the best service start first and foremost with customer needs and expectations and use them to guide decisions. These organizations are giving...

Article on Customer Service Trends

Aug 2, 2019 | Call Center, Contact Center, Customer Service, Leadership, Multi-channel Support, Research/Statistics, Social Media

Sam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.” In the article, Mike de la Cruz of Directly and I provide insight into artificial intelligence (AI), omnichannel...

The Importance of Humans in an AI World

Jul 3, 2019 | Call Center, Contact Center, Customer Service, Leadership

In May, I was delighted to participate in ICMI’s Contact Center Expo. In one of my talks, I addressed the importance of the human touch in the midst of the growth of artificial intelligence. You can read more about that talk, as well as reflections on the...