Change management - Brad Cleveland

CX Transformation Success Principles

Mar 26, 2025 | Customer Experience, Leadership, Organnization and Culture, The Edge of Service

Customer experience transformation is characterized by continuous improvement and change. However, as a discipline, CX isn’t defined by a single methodology that guides all activities. Far from it. Talk to 10 experienced practitioners and each will each share their...

Thriving in the Midst of Change: A Practical Guide for Contact Center Leaders

Aug 30, 2024 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

What standout cultural trait do you see in the most effective contact centers? It’s a question I’m often asked. But before I throw my thoughts into the ring… what would you say? An engaged workforce? A customer-first focus? A strategic mindset? These are...

Embracing Change in Contact Centers: 20 Trends and 3 Recommendations

Jun 14, 2024 | Call Center, Contact Center, Leadership

We are midway into 2024. How’s it going? It has certainly been a year of new developments in customer experience and contact centers. In January I wrote an article series for ICMI on the future of contact centers. The last article in the series identifies 20 trends...