CX In The Wild

Shaping Exceptional Journeys: Insights from a CX Pioneer

March 05, 2024 Dennis Wakabayashi Season 6 Episode 12
CX In The Wild
Shaping Exceptional Journeys: Insights from a CX Pioneer
Show Notes

Join us for an enlightening conversation with Brad Cleveland, a luminary in customer experience and service. Brad shares his unexpected journey from aspiring attorney to a leader in CX, highlighting his influential role in shaping the industry through his work with the International Customer Management Institute (ICMI) and beyond.

Brad reflects on the digital revolution of the 2000s and its impact on customer service, emphasizing the need for a human-centric approach amidst the rise of generative AI. He advocates for a holistic view of customer experience, where employee engagement and customer satisfaction are intertwined, underscoring the importance of leveraging AI to enhance operational efficiencies without losing the personal touch.

This episode offers a glimpse into Brad's vision for the future of customer service, where technology and human insight combine to create meaningful connections. Dive into Brad's insights and learn how the principles of empathy, innovation, and teamwork drive exceptional customer experiences in an ever-evolving landscape.

Brad Cleveland on LinkedIn: linkedin.com/in/bradcleveland1

Learn more about Brad's work at their website: https://www.icmi.com/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi