Edge of Service - 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...

A New Wave of Work Is Coming to Contact Centers

Nov 21, 2024 | AI, Call Center, Contact Center, Leadership, Multi-channel Support

Epiphanies can come from the most unexpected sources. My wife Kirsten and I recently spent some time in the London area. It was to be a quick business trip, but seeing that it fell on my birthday, we decided we’d add some personal days—with the goal of trying a new...

Gallup’s Employee Engagement Bombshell: Why I’m Not Buying It

Sep 5, 2024 | Organization and Culture

Gallup’s latest State of the Global Workplace report (2024) finds that 77% of employees worldwide are not engaged at work. I’m not buying it. Here’s why: Why are the numbers so dire? Part of the answer can be in how engagement is defined, the sample,...

Unmasking the Service Illusion: Why Listening to Customers Matters More Than Ever

Dec 14, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, The Edge of Service

Consumer Reports’ November/December 2023 issue is on newsstands now. The company’s flagship website and magazine publishes reviews and comparisons of consumer products and services, reaching millions of readers each month. The website (CR.org) has been called “the...

How Generative AI Will Transform Contact Centers and Shape Your Career

Jun 1, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, The Edge of Service

The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us. Generative AI is taking the world...