Videos

Here's a sampling of some of the videos Brad has recorded. For more videos, see Brad's YouTube channel.

Thriving In An Always-On World – Brad’s TEDx Talk


Developing a Mobile Customer Access Strategy


For the First Time Ever, the Customer Is in Control


The Contact Center’s Role in the Customer Experience


Best Practices in Multichannel Support


Encouraging Customers to Use Self-Service Channels


Using Social Channels for Service


How Many Concurrent Chat Sessions Should Agents Handle


Don’t Leave Culture to Chance


How Customer Expectations Are Changing


Message from Brad