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]

Bibliography

  • Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results, by Brad Cleveland (2021). London, Kogan Page. ISBN 978-1789666878.
  • Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience, by Brad Cleveland (2019). Colorado Springs, ICMI. ISBN 978-0985461133.
  • Pocket Guide to Contact Center Management Terms: The Essential Reference for Contact Center, Support Center, and Customer Experience Professionals, by Brad Cleveland (2019). Colorado Springs, ICMI. ISBN 978-0985461126.
  • TED Talk: Brad Cleveland: "Thriving In An Always-On World" (TED xSunValley, November 2016), about the curse of always being connected and how to take back control of our lives.
  • Call Center Management: Leitfaden für Aufbau, Organisation und Führung von Teleservicecentern (German), by Brad Cleveland, Julia Mayben and Günter Greff (2013). Wiesbaden, Germany, Gabler Verlag. ISBN 978-3322930071.
  • コールセンターマネジメント 戦略的顧客応対[理論と実践] Call Center Management Strategic Customer Service [Theory and Practice] (Japanese), by Brad Cleveland (2008). Tokyo, ファーストプレス. ISBN 978-4904336090.
  • Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment, by Brad Cleveland (2006). Annapolis Maryland, ICMI Press. ISBN 978-1932558067.
  • Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment, by Brad Cleveland and Julia Mayben (1997). Annapolis Maryland, Call Center Press. ISBN 978-0965909303.

Awards

Leading the Customer Experience, was selected as a NYC Big Book Award distinguished favorite.[14]

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

  • Brad Cleveland's Official Website
  • Brad's Blog
  • Brad Cleveland Bio

Notes

  1. ↑ Goh, Daniel (2021-08-03). "[Interview] Brad Cleveland, Author Of 'Leading The Customer Experience'". Young Upstarts. Retrieved 2023-03-02.
  2. ↑ Cleveland, Brad, "Three Surprising Facts About Customer Experience", Forbes, July 29, 2021
  3. ↑ "DOT dashboard, Biden regs address airline customer service | TechTarget". Customer Experience. Retrieved 2023-03-02.
  4. ↑ "18 Tricks and Shortcuts to Better Customer Service". AARP. Retrieved 2023-03-02.
  5. ↑ "The Psychology of Queues". www.icmi.com. Retrieved 2023-03-02.
  6. ↑ Gurjar, Kaumudi Kashikar (2022-11-30). "Are We There For Our Customers When They Need Us?". CXMToday. Retrieved 2023-03-02.
  7. ↑ "Contact centers weather pandemic, but are very different now | TechTarget". Customer Experience. Retrieved 2023-03-02.
  8. ↑ Braverman, Beth. "Tips for Calling Your Health Insurance Company". WebMD. Retrieved 2023-03-02.
  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. ↑ Thriving In An Always-On World | Brad Cleveland | TEDxSunValley, retrieved 2023-03-02
  14. ↑ "2021 Distinguished Favorites". nyc-big-book-award. Retrieved 2023-03-02.


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