Brad Cleveland | The Edge of Service | Customer Experience, Customer Service and Contact Centers

AI is transforming customer experience by delivering faster service, better insights, and personalized interactions. But as Brad Cleveland explains, there’s a growing risk of “slop” (i.e., friction, loss of trust, and organizational debt) when speed and automation take priority over thoughtful design, quality standards, and human judgment.    Drawing on insights from a recent Wall Street Journal a...

In this episode, Brad Cleveland shares key insights from his virtual ICMI conference keynote, tackling the top questions facing contact center leaders today. Are AI advancements really reducing agent roles? Why is agent workload still rising even as automation increases? How can organizations prepare teams for the complexities of the AI-powered future? Dive into research-backed analysis, practical...

Are you truly seeing your business through your customers’ eyes? In this episode, Brad Cleveland reveals the seven essential ways leading organizations step into the customer’s perspective to drive real transformation in customer service, loyalty, and results. Drawing on powerful case studies and time-tested approaches, you’ll learn why relying solely on surveys and data isn’t enough, and how to u...

Are you facing resistance as you introduce or deepen AI's involvement with your customer service team? You're not alone! In this episode, Brad Cleveland shares practical, proven strategies for building trust, and even excitement, for AI among frontline employees. Through real examples and a powerful tip discovered by a leading organization, you'll learn what works (and what doesn't) when it comes...

The headlines are screaming lots of messages. But what’s actually happening in contact centers? And what do leaders need to be paying attention to now? Here are three important trends that few saw coming. Workloads in most contact centers are growing Gen Z is calling! Contact centers are more important than ever There is a real opportunity right now to up the value of your contact center. And a re...

Discover the Nifty Nine—nine ways artificial intelligence is quietly revolutionizing customer service today! Brad Cleveland reveals how leading organizations are leveraging AI not just for efficiency, but for customer loyalty and deeper employee engagement. Instead of blindly jumping into automation, Brad emphasizes the importance of starting with customer needs and working back to the technology—...

Are you looking for practical ways to define clear, effective quality standards for your customer service—and for humans and AI? In this episode, Brad Cleveland shares a proven framework that simplifies the complex world of customer service standards. Discover how to balance foundation and finesse criteria to not only ensure accuracy and consistency but also to build memorable, genuine customer re...