Brad Cleveland is known globally as a thought leader in customer relationships, customer services, and the fast-evolving communications economy. A highly sought consultant, speaker, and author, he has worked in 45 states and over 60 countries, and his clients have included many of today’s service leaders—Apple, HP, American Express, USAA, Coca Cola, and others. He’s also advised governments in the United States, Australia, Germany, Canada, and the United Kingdom.
Brad is author and/or editor of eight books, and is recipient of an Amazon.com best selling award. His books and articles have been translated into over a dozen languages. He has appeared in The Wall Street Journal, Fast Company, Inc. Magazine, Forbes, U.S. News and World Report, CNN Money, Kiplingers, the Los Angles Times, Washington Post, Financial Times, and the New York Times, as well as on major television networks (PBS, CNBC, Fox, MSNBC, and others), NPR’s All Things Considered, and the in-flight programs of several airlines. He has received numerous industry awards in the customer service field, and was nominated for the prestigious Computerworld Smithsonian 21st Century Pioneering Award. In May of 2012, Brad was recipient of ICMI’s Inaugural Lifetime Achievement Award.
One of the initial partners in and former President and CEO of the International Customer Management Institute (ICMI), Brad grew the firm into a global industry leader that is now part of United Business Media (London: UBM.L). Along with his work as a speaker and writer, Brad serves as Senior Advisor to ICMI; alongside ICMI’s global team, he can bring an unparalleled depth of resources and support to virtually any project.
Brad lives in Sun Valley, ID (located in the central Rockies) with his wife of 23 years, Kirsten, and their daughter Grace. He is a private pilot, enjoys skiing and mountain biking, and has logged an estimated five million miles in travel. 901-754-9404.
Viva Opportunity! Boosting Your Contact Center’s (Call Center’s) Value and Visibility
This eye-opening session, designed for senior level managers, establishes a practical understanding of contact centers: their role, the environment in which they operate, and how they can be harnessed to produce better business results and higher levels of customer loyalty. Themes covered are based on three building blocks that include:
Key topics include unique management challenges, metrics, the emerging multi-channel environment and the changing nature of customer expectations. The session is appropriate for those new to contact centers and veterans alike, and leads to a high level of discussion around improvement opportunities and leading industry practices.
How Every Organization Must Evolve – to Serve Today’s Always-On Customers
We are witnessing – daily, literally before our eyes – the emergence of the most powerful customer movement in history. Evolving customer expectations and fundamental changes in communications and service delivery are leaving no organization untouched. Good customer service experiences turn into positive word of mouth that attracts market share, strengthens brands, and boosts business results. Bad experiences – even if they are one in many thousands of interactions from an internal perspective – are quickly and negatively reflected in ratings, blogs and tweets, and through a multitude of social networks. As a result, customer service operations – really, entire organizations – are undergoing enormous change and development. Some of these efforts are paying off handsomely, while others are leading to costly dead ends. What do you need to do to get it right? How do you get the organization on board? What steps can you take now to position your organization to thrive in the days ahead?
Join the Conversation! How to Incorporate Social Media into Customer Service Operations
Customer expectations are changing rapidly, as social media, mobile communications, and broadband services become pervasive. How do you become part of the conversation? How are the best organizations upgrading their strategies and operations to successfully tackle this opportunity? Who owns these efforts? Who handles the workload? How do performance objectives change? What priorities are most important in this evolution? Join Brad Cleveland as he lays out a road map for meeting this challenge – and positioning your organization to serve the emerging social customer.
Customer Service is the New Killer App!
Engaging today’s always-on, über-networked customers presents enormous opportunity for organizations that harness the full potential of social tools by combining contact center capabilities with the data- and sentiment-rich environment of peer communities. When real customer service is present, focused and operationalized in the dynamic social media environment – and backed by the organization – it creates powerful experiences that lead to extraordinary loyalty, exponential brand growth, and above-market business results.
Join Brad Cleveland as he reveals the secrets to delivering social customer service that enables your organization thrive!
Thriving – by Helping Your Clients Thrive in the New Era of Communications
We are witnessing – daily, literally before our eyes – the emergence of a powerful new era in communications. The confluence of economic factors, cultural developments, and the rapid rise of social media and other communications technologies has fueled fundamental changes that are leaving no organization untouched. As a result, internal and customer-facing communication services in client organizations are undergoing their most significant “upgrade” ever – encompassing people, processes, technologies, and strategy. In this inspiring and practical keynote, Brad will summarize the opportunities these developments are bringing to vendors and consultants. He’ll outline steps you must take to help your clients survive and thrive in today’s fast-changing environment.
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