Contact Center Leadership

Brad Cleveland is an author, speaker, and consultant known globally for his expertise in customer strategy and management. He has worked across 45 states and in 60 countries for clients as diverse as American Express, Apple, USAA, the University of California, and the governments in the U.S., Canada, and Australia. Brad is author of "Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results" (1st ed. 2021) and "Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience" (4th ed. 2019). His books and LinkedIn Learning courses have been translated into a dozen languages. Brad has appeared in media that has included the New York Times, Washington Post, Wall Street Journal, Financial Times, Fast Company, Inc. Magazine, Kiplinger's, television networks (PBS, CNBC, Fox, MSNBC), and NPR’s All Things Considered. He was nominated for the prestigious Computerworld Smithsonian 21st Century Pioneering Award, and was recipient of ICMI’s Inaugural Lifetime Achievement Award. Brad was founding partner and former CEO of the International Customer Management Institute, ICMI, where he serves as an advisor. He works with organizations as a keynote speaker, workshop leader, and consultant.