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

Brad Cleveland
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Brad Cleveland’s extensive background in all aspects of customer engagement drives his focus on what really matters—simplifying services to deliver experiences that delight customers, energize employees, and grow profitability. Each episode of this podcast goes beyond platitudes to actionable insight that will elevate your customer experience, customer service, and contact center operations. Brad shares his experience working with top companies known as customer-centric organizations on topics such as AI in customer experience, employee engagement, customer service excellence, contact center strategy and tactics, and leadership. 

Episodes

  1. Jun 3

    Avoiding "Slop" in Customer Experience

    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 article and industry experience, Brad Cleveland breaks down common pitfalls of rushed AI deployment, such as buggy systems, hollow communications, frustrated customers, and missed opportunities for employee development.    Learn how leading organizations use AI to empower—not bypass—people, defining quality, building trust, and continuously improving. Discover practical leadership tests to ensure AI-driven changes actually improve the customer and employee experience.

    6 min

  2. May 27

    The State of Contact Centers—an Update

    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 strategies, and global perspectives on how contact centers are rapidly evolving to meet new challenges. Discover the latest trends around generational shifts in customer preferences, the growing complexity of work handled by agents, the importance of upskilling, and proven ways organizations are retaining top talent. Learn which AI applications are delivering the most value right now—and what separates leading contact centers from the rest. Whether you’re a contact center manager, CX professional, or business leader, this episode is packed with actionable advice to help you navigate change, advocate for support, and unlock new levels of value for your organization and customers.

    22 min

  3. May 21

    See Your Business as Customers Do

    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 unlock deeper, actionable insights from direct customer interactions, social media, employees, reviews, and more.   Whether you’re a business leader, supervisor, or on the front lines of customer experience, this guide shows you how to build better connections, encourage feedback, and make smarter decisions by tuning into what truly matters to your customers. Equip yourself and your team to create lasting engagement and drive your organization’s success.

    6 min

  4. May 12

    How to Get Your Team on Board with AI: What Actually Works

    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 to AI adoption in customer experience and contact centers. Whether you're a manager looking to roll out new tools, or just want to understand the human side of digital transformation, this video covers the essential steps to get your team on board, boost confidence, and show your employees how AI can truly empower them to make a difference.

    5 min

  5. Apr 28

    3 Contact Center Trends Few Saw Coming

    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 real danger of falling behind. In fact, during times of change, we tend to see greater separation between the best centers and those that are not keeping up. Which will yours be?

    6 min

  6. Mar 11

    9 Ways AI Is Quietly Transforming Customer Service

    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—a lesson inspired by Steve Jobs. You'll learn practical applications, from automating repetitive tasks to personalized support powered by data, and hear real-world tips for integrating AI into your team’s workflow. Plus, Brad shares a powerful approach for assessing which AI capabilities are right for your organization right now, rather than falling for hype or pressure.

    5 min

  7. Mar 5

    Customer Service Quality Standards for Humans and AI

    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 relationships. Brad explains the difference between objective "foundation" standards and the more subjective "finesse" standards, showing how both work uniquely for human agents and AI. Learn why mixing these approaches is crucial for strengthening both operational reliability and the emotional connection customers have with your brand. You'll hear actionable tips, real-world examples, and guidance for integrating these principles into your quality assessment and improvement cycle. If you want your customer service to stand out, boost loyalty, and reflect your brand personality on every interaction—this episode is a must!

    8 min
  • 7 Episodes

About

Brad Cleveland’s extensive background in all aspects of customer engagement drives his focus on what really matters—simplifying services to deliver experiences that delight customers, energize employees, and grow profitability. Each episode of this podcast goes beyond platitudes to actionable insight that will elevate your customer experience, customer service, and contact center operations. Brad shares his experience working with top companies known as customer-centric organizations on topics such as AI in customer experience, employee engagement, customer service excellence, contact center strategy and tactics, and leadership. 

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