Speakers 2026

Brad Cleveland is known globally for his expertise in customer experience, call centers (contact centers), and leadership. He has worked across 45 states and in over 60 countries, and his clients have included American Express, IKEA, Apple, Kaiser Permanente, Samsung, the University of California, and the federal governments of the U.S., Canada, Australia, and others. In fact, Brad has consulted or facilitated training in over 70% of the companies that have the top net promoter score in their sectors. Brad has appeared in media that have included the New York Times, Financial Times, Wall Street Journal, Inc. Magazine, Washington Post, NPR’s All Things Considered, and others. His books include “Leading the Customer Experience (recipient of a NYC Big Book distinguished favorite award) and Contact Center Management on Fast Forward (the contact center industry’s top-selling book). Brad is also the presenter of popular courses on customer experience and customer service, on LinkedIn Learning. His online courses have reached over 1 million views, and his books, articles, and courses have been translated into a dozen languages. Brad was founding partner in and former CEO of the International Customer Management Institute, ICMI, where he remains an advisor. Today, he is a sought-after consultant, keynote speaker, and workshop leader.

Presenting:

• Fireside Chat: What’s Next for AI in the Contact Center? 
• Half-Day Summit: Breakthrough Strategies for Your CX Revolution