CX - Brad Cleveland

Eliminate 5 Damaging Customer Service Frustrations

May 23, 2025 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service

When my iPhone battery life began to diminish, I searched for “Apple support phone number.” While Apple doesn’t hide their phone number, I scrolled down the page to see what other options were available. It was a Monday morning, and I knew they would be busy. I...

Connect the Dots with a Three-Layered CX Dashboard

Feb 13, 2025 | Customer Experience, Customer Service, Leadership, LinkedIn Learning, Quality Management

You probably have a ton of data on customers, products, services, and processes. A customer experience dashboard will help you cut through the clutter and tell a unified story. CX dashboards are important tools and, along with human experience and wisdom, can put and...

The Biden Administration’s “Time is Money” Initiative

Aug 14, 2024 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Quality Management, Self-service

Bad customer experiences invite costly regulation. These compliance costs and liability risks are unnecessary burdens that could be avoided if organizations simply prioritized their customers’ best interests from the outset.

What Is Customer Experience? A Guiding Definition

Jun 27, 2024 | Customer Experience, Leadership, Organization and Culture

The first step in leading customer experience is to understand what customer experience really is…and to ensure your team understands it in the same way. Most customer experience definitions refer to “touchpoints”—customer experience is the sum of all of the...