Brad Cleveland is an author, public speaker, and consultant who focuses on customer experience, call centers / contact centers,[1] technical support centers, social media, and other customer-facing environments.[2][3][4] He was one of two initial partners in ICMI (International Customer Management Institute),[5] joining founder Gordon F. MacPherson, Jr. in 1991.[6] 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.[7] He has appeared in media[8] ranging from The New York Times[9] to The Washington Post[10]', The Wall Street Journal, Nerd Wallet[11]' and NPR's All Things Considered.[12]
In 1997 Cleveland performed a Tedx Talk entitled "Thriving In An Always-On World" about disconnecting from technology.[13]
Leading the Customer Experience, was selected as a NYC Big Book Award distinguished favorite.[14]
Brad lives in Sun Valley, Idaho [link], with his wife Kirsten. They have a grown daughter, Grace. Brad has an office in San Diego, California.