CX
EPISODE 26

"We should truly put ourselves in our customers' shoes to understand what kinds of experiences they would enjoy."

Brad Cleveland
Senior Advisor, ICMI
Podcast Hero Image CX Leader Episode 26

CX-WISE Podcast

The Aviator's Guide to CX: Brad Cleveland on Piloting Customer Excellence

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Summary

What does it take to build exceptional customer experiences in today's rapidly evolving landscape, and how can contact centers prepare for the AI revolution? 

Join CX expert Brad Cleveland as he explores: 

  • How innovative feedback systems and inclusive leadership drive better customer experiences 
  • The transformative impact of AI on creating personalized, humanized customer interactions 
  • Why simplicity in customer experience directly correlates with business success (companies focused on simplicity outperformed stock indices by 1600%) 
  • Critical strategies for contact centers to prepare for the incoming wave of AI-driven customer inquiries 
  • The importance of cross-functional collaboration and executive involvement in customer experience initiatives 

Tune in to discover practical frameworks for enhancing your CX strategy, learn why contact centers must evolve beyond traditional metrics, and hear firsthand insights from Brad's unique experiences - including piloting a historic Spitfire aircraft and what it teaches us about innovation and feedback loops in customer experience. 

Episode Insights

Episode 26 - Brad Cleveland's Predictions for AI and CX in 2025
Brad Cleveland's Guide to Contact Center Management
Brad Cleveland on the Key Principles of AI Implementation
Episode Highlights
Episode Cover - Linkedin - Brad Cleveland
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CX Lessons for the Win from the Spitfire

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