Brad Cleveland Explained

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.

Bibliography

Awards

Leading the Customer Experience, was selected as a NYC Big Book Award distinguished favorite.[13]

Personal

Brad lives in Sun Valley, Idaho [link], with his wife Kirsten. They have a grown daughter, Grace. Brad has an office in San Diego, California.

See also

Notes and References

  1. Web site: Goh . Daniel . 2021-08-03 . [Interview] Brad Cleveland, Author Of ‘Leading The Customer Experience’ ]. 2023-03-02 . Young Upstarts . en-US.
  2. Cleveland, Brad, "Three Surprising Facts About Customer Experience", Forbes, July 29, 2021
  3. Web site: DOT dashboard, Biden regs address airline customer service TechTarget . 2023-03-02 . Customer Experience . en.
  4. Web site: 18 Tricks and Shortcuts to Better Customer Service . 2023-03-02 . AARP . english.
  5. Web site: The Psychology of Queues . 2023-03-02 . www.icmi.com . en.
  6. Web site: Gurjar . Kaumudi Kashikar . 2022-11-30 . Are We There For Our Customers When They Need Us? . 2023-03-02 . CXMToday . en-US.
  7. Web site: Contact centers weather pandemic, but are very different now TechTarget . 2023-03-02 . Customer Experience . en.
  8. Web site: Braverman . Beth . Tips for Calling Your Health Insurance Company . 2023-03-02 . WebMD . en.
  9. Lieber, Ron, "In Financial Trouble? Track Everything Companies Tell You", The New York Times, May 16, 2020
  10. Kelly, Heather, "Press 1 for frustration: Customers run into record phone waits as companies grapple with worker safety", The Washington Post, April 15, 2020
  11. Tierney, Spencer,"3 Ways to Skip Your Bank's Long Phone Lines", Nerd Wallet, June 11, 2020
  12. Norris, Michele, "Using Web, Phone to Get Info on Poisoned Pet Food", All Things Considered (National Public Radio), March 23, 2007
  13. Web site: 2021 Distinguished Favorites . 2023-03-02 . nyc-big-book-award . en.

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