Brad Cleveland is an author, public speaker, and consultant who focuses on customer experience, call centers / contact centers,[1] technical support centers, social media, and other customer-facing environments.[2][3][4] He was one of two initial partners in ICMI (International Customer Management Institute),[5] joining founder Gordon F. MacPherson, Jr. in 1991.[6] Cleveland was a majority shareholder and served as president and CEO of ICMI from 1996 through June 2008 when ICMI became part of London-based United Business Media. He is author/editor of eight books, including Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience, which is used in universities and corporate training programs around the world. In 2021, he authored Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results.
During Cleveland's time as CEO, ICMI expanded its international presence, launched industry membership, developed a management level certification program, rolled out the ACCE and Demo conferences, and expanded its publishing and research division.[7] He has appeared in media[8] ranging from The New York Times[9] to The Washington Post[10]', The Wall Street Journal, Nerd Wallet[11]' and NPR's All Things Considered.[12]
In 1997 Cleveland performed a Tedx Talk entitled "Thriving In An Always-On World" about disconnecting from technology.[13]
^Goh, Daniel (2021-08-03). "[Interview] Brad Cleveland, Author Of 'Leading The Customer Experience'". Young Upstarts. Retrieved 2023-03-02.
^Cleveland, Brad, "Three Surprising Facts About Customer Experience", Forbes, July 29, 2021
^"18 Tricks and Shortcuts to Better Customer Service". AARP. Retrieved 2023-03-02.
^"The Psychology of Queues". www.icmi.com. Retrieved 2023-03-02.
^Gurjar, Kaumudi Kashikar (2022-11-30). "Are We There For Our Customers When They Need Us?". CXMToday. Retrieved 2023-03-02.
^"Contact centers weather pandemic, but are very different now | TechTarget". Customer Experience. Retrieved 2023-03-02.
^Braverman, Beth. "Tips for Calling Your Health Insurance Company". WebMD. Retrieved 2023-03-02.
^Lieber, Ron, "In Financial Trouble? Track Everything Companies Tell You", The New York Times, May 16, 2020
^Kelly, Heather, "Press 1 for frustration: Customers run into record phone waits as companies grapple with worker safety", The Washington Post, April 15, 2020
^Tierney, Spencer,"3 Ways to Skip Your Bank's Long Phone Lines", Nerd Wallet, June 11, 2020
^Norris, Michele, "Using Web, Phone to Get Info on Poisoned Pet Food", All Things Considered (National Public Radio), March 23, 2007
^Thriving In An Always-On World | Brad Cleveland | TEDxSunValley, retrieved 2023-03-02
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