Brad Cleveland is often cited as one of the world’s foremost customer service consultants, specializing in call centers (contact centers), support desks and other customer-facing environments. One of the two original partners in the International Customer Management Institute (ICMI), Brad acquired ICMI outright in 1996 and served as its President and CEO from 1996-2008, growing the firm into a global industry leader that is now part of United Business Media (London: UBM.L). His clients have included many of today’s service leaders – USAA, HP, Apple, American Express, and others – and he’s advised governments around the world.

Today, Brad consults and speaks to a broad range of organizations and associations – he’s worked in 45 states and in over 60 countries – and serves as a Senior Advisor to ICMI. He is author/editor of eight books, and received an Amazon.com best selling award for his widely-used book Call Center Management on Fast Forward. He has appeared in publications ranging from The Financial Times to The Wall Street Journal, as well as on major television networks, NPR’s All Things Considered, and the in-flight programs of several airlines. His current research is focused on the future of customer access management and the impact of social media; his blog can be followed at www.bradcleveland.com/blog.