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

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?

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.

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!