"We should truly put ourselves in our customers' shoes to understand what kinds of experiences they would enjoy."
CX-WISE Podcast
The Aviator's Guide to CX: Brad Cleveland on Piloting Customer Excellence
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 Highlights
Articles
How to Better Integrate AI, CX and Data to Enhance Business Growth
Learn how to seamlessly combine AI, customer experience and data to boost business growth, improve customer interactions and make smarter decisions.
What is Agentic AI and How Can it Help Enterprises
Customer service is a balancing act: speed vs. personalization, efficiency vs. empathy. With Agentic AI, you can have it all—AI that understands, adapts, and acts with purpose, enhancing CX.
Customer Service Leadership: Top 10 Essential Skills
Exceptional customer service goes beyond tools and processes—it's about how well they are designed, executed, and refined. The key difference lies in strong leadership that drives continuous improvement and sets a higher standard for customer satisfaction.
How to Better Integrate AI, CX and Data to Enhance Business Growth
Learn how to seamlessly combine AI, customer experience and data to boost business growth, improve customer interactions and make smarter decisions.
What is Agentic AI and How Can it Help Enterprises
Customer service is a balancing act: speed vs. personalization, efficiency vs. empathy. With Agentic AI, you can have it all—AI that understands, adapts, and acts with purpose, enhancing CX.
Customer Service Leadership: Top 10 Essential Skills
Exceptional customer service goes beyond tools and processes—it's about how well they are designed, executed, and refined. The key difference lies in strong leadership that drives continuous improvement and sets a higher standard for customer satisfaction.
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