Brad Cleveland, Founding Partner and Senior Advisor, International Customer Management Institute (ICMI)
Brad Cleveland is recognized globally for his contributions to customer strategy and management. He has worked across 45 U.S. states and in over 60 countries, with clients such as American Express, Apple, USAA, and the University of California, as well as governments in the U.S., Canada, and Australia. As analysts have noted, it's likely that Brad has worked with more contact centers over the past three decades than anyone else worldwide.
Brad has appeared in media ranging from The Wall Street Journal to The New York Times and is author of ten books, including Contact Center Management on Fast Forward (4th edition, 2019) and Leading the Customer Experience (1st edition, 2021), which received the NYC Big Book Distinguished Favorite award. Brad was a founding partner of the International Customer Management Institute (ICMI), where he served as longtime CEO. Today, he is an in-demand speaker and consultant. Brad lives in Sun Valley, ID, with his wife Kirsten and maintains an office San Diego, CA.