Talk Title: Unlocking the Power of Customer Experience

Brad Cleveland is known globally for his expertise in customer experience, customer service, and leadership. He has worked in 45 States and in over 60 countries, and his clients have included American Express, Apple, Samsung, IKEA, the University of California, and the federal governments of Canada, Australia, the U.S., and others. In fact, Brad has consulted or facilitated training in over 70% of the companies that have the top net promoter score in their sectors.

Brad has appeared in media that have included the New York Times, Financial Times, and Wall Street Journal, and others. His books include Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results (Kogan Page), Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience (ICMI Press), and others. Leading the Customer Experience was recently selected as an NYC Big Book Award distinguished favorite. Brad is also the presenter of popular leadership courses on customer experience and customer service, on LinkedIn Learning. Brad was founding partner in and former CEO of the International Customer Management Institute, ICMI, where he remains an advisor. Today, he is a consultant, keynote speaker, and workshop leader. Brad and his wife Kirsten divide their time between Sun Valley, ID and San Diego, CA.