Brad Cleveland

{{short description|American author}}

Brad Cleveland is an author, public speaker, and consultant who focuses on customer experience, call centers / contact centers,{{Cite web |last=Goh |first=Daniel |date=2021-08-03 |title=[Interview] Brad Cleveland, Author Of ‘Leading The Customer Experience’ |url=https://www.youngupstarts.com/2021/08/04/interview-brad-cleveland-author-of-leading-the-customer-experience/ |access-date=2023-03-02 |website=Young Upstarts |language=en-US}} technical support centers, social media, and other customer-facing environments.Cleveland, Brad, [https://web.archive.org/web/20200226121204/https://profiles.forbes.com/members/business/profile/Brad-Cleveland-Author-Speaker-Consultant-Senior-Advisor-International-Customer-Management-Institute-ICMI/ca50ad06-d170-4e97-bfed-553e64b1604e "Three Surprising Facts About Customer Experience"], Forbes, July 29, 2021{{Cite web |title=DOT dashboard, Biden regs address airline customer service {{!}} TechTarget |url=https://www.techtarget.com/searchcustomerexperience/news/252524459/DOT-dashboard-puts-airline-customer-service-teams-on-notice |access-date=2023-03-02 |website=Customer Experience |language=en}}{{Cite web |title=18 Tricks and Shortcuts to Better Customer Service |url=https://www.aarp.org/money/budgeting-saving/info-2021/insider-tips-to-get-better-customer-service.html |access-date=2023-03-02 |website=AARP |language=english}} He was one of two initial partners in ICMI (International Customer Management Institute),{{Cite web |title=The Psychology of Queues |url=https://www.icmi.com/resources/2022/psychology-of-queues |access-date=2023-03-02 |website=www.icmi.com |language=en}} joining founder Gordon F. MacPherson, Jr. in 1991.{{Cite web |last=Gurjar |first=Kaumudi Kashikar |date=2022-11-30 |title=Are We There For Our Customers When They Need Us? |url=https://cxmtoday.com/leadership/are-we-there-for-our-customers-when-they-need-us/ |access-date=2023-03-02 |website=CXMToday |language=en-US}} Cleveland was a majority shareholder and served as president and CEO of ICMI from 1996 through June 2008 when ICMI became part of London-based United Business Media. He is author/editor of eight books, including Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience, which is used in universities and corporate training programs around the world. In 2021, he authored Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results.

During Cleveland's time as CEO, ICMI expanded its international presence, launched industry membership, developed a management level certification program, rolled out the ACCE and Demo conferences, and expanded its publishing and research division.{{Cite web |title=Contact centers weather pandemic, but are very different now {{!}} TechTarget |url=https://www.techtarget.com/searchcustomerexperience/news/252526565/Contact-centers-weather-pandemic-but-are-very-different-now |access-date=2023-03-02 |website=Customer Experience |language=en}} He has appeared in media{{Cite web |last=Braverman |first=Beth |title=Tips for Calling Your Health Insurance Company |url=https://www.webmd.com/health-insurance/features/calling-your-health-insurance-company |access-date=2023-03-02 |website=WebMD |language=en}} ranging from The New York TimesLieber, Ron, [https://www.nytimes.com/2020/05/16/business/coronavirus-financial-help.html?smtyp=cur&smid=tw-nytimesbusiness "In Financial Trouble? Track Everything Companies Tell You"], The New York Times, May 16, 2020 to The Washington PostKelly, Heather, [https://www.washingtonpost.com/technology/2020/04/14/customer-service-coronavirus/ "Press 1 for frustration: Customers run into record phone waits as companies grapple with worker safety"], The Washington Post, April 15, 2020', The Wall Street Journal, Nerd WalletTierney, Spencer,[https://www.starnewsonline.com/ZZ/business/20200611/3-ways-to-skip-your-banks-long-phone-lines "3 Ways to Skip Your Bank's Long Phone Lines"], Nerd Wallet, June 11, 2020' and NPR's All Things Considered.Norris, Michele, [https://www.npr.org/templates/story/story.php?storyId=9112096 "Using Web, Phone to Get Info on Poisoned Pet Food"], All Things Considered (National Public Radio), March 23, 2007

In 1997 Cleveland performed a Tedx Talk entitled "Thriving In An Always-On World" about disconnecting from technology.{{Citation |title=Thriving In An Always-On World {{!}} Brad Cleveland {{!}} TEDxSunValley |url=https://www.youtube.com/watch?v=4ztwJ3eiFLM |language=en |access-date=2023-03-02}}