30 years of leadership have provided a powerful repository of trends and best practices. Brad will help you successfully navigate the fast-evolving customer-focused world.

Brad Cleveland is known globally as one of today’s foremost experts in customer strategy and management. A sought-after consultant and speaker, he has worked in 45 states and over 60 countries, and his clients have included many of today’s service leaders—Apple, American Express, USAA, the University of California, and others. He’s also advised governments in the United States, Australia, and Canada.

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Brad’s books and articles have been translated into over a dozen languages,
and he is an instructor for LinkedIn Learning with featured courses on customer strategy and management, customer service leadership, and customer experience leadership.

Brad was founding partner and former CEO of the International Customer Management Institute (ICMI) now part of London-based Informa plc. He remains a senior advisor to ICMI.

Brad and his wife Kirsten have a grown daughter, Grace. They divide their time between Sun Valley, Idaho and San Diego, California.

Brad’s Full Bio

Why Brad?

  • Global experience >
  • World-leading practices >
  • Unparalleled depth of resources >
  • 100% independent >
  • Multichannel services >
  • Cross-vertical experience >
  • An approach that works >
  • Passion for great results >

Brad Will Help Your Organization:

  • Navigate the changes taking place in customer expectations & omnichannel services.
  • Create effective customer service strategies that harness the combined potential of in-person, contact center, self-service, social media, and peer-to-peer channels.
  • Design and build operational plans, education, and know-how that ensure customer strategies are effectively implemented.

Create powerful returns on customer experience, which include::

  • Improved revenues
  • Increased market share
  • Exponential brand growth and recognition
  • Cost efficiencies
  • Customer-driven innovation

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Brad has received numerous industry awards, 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.

Brad has been featured in leading media outlets: