The 10-Point Strategy Health Check

The 10-Point Strategy Health Check

Is your contact center strategy on the right track? How about, more broadly, your customer experience strategy? In this timely session, join Brad Cleveland—founding partner of ICMI and author of the best-selling book Contact Center Management on Fast Forward—as he walks you through a 10-point “strategy health check.” What are the areas that absolutely must to be on track for your contact center to be valued highly and well positioned for the future? The contact center’s role, channels, metrics, quality, and other topics will be covered in rapid-fire order. Given the changes and developments of the past year, it’s an important time for managers and leaders to step back and look at overall direction.

Bonus: 20 attendees will receive a copy of Brad’s new book, Leading the Customer Experience, out May 25, 2021.

About Brad Cleveland:

Brad Cleveland is known globally for his expertise in customer strategy and management. He has worked across 45 states and in 60 countries, and has appeared in media ranging from the New York Times to the Washington Post and NPR’s All Things Considered. Brad’s books and articles have been translated into a dozen languages; he is also an instructor for LinkedIn Learning, with courses on customer strategy and management, and customer experience leadership.

The organizations Brad has worked with include service leaders such as American Express, Apple, USAA, the University of California, and others. He has consulted or led workshops in over 70 percent of the companies with the top net promoter score (NPS) in their respective industries. Brad has also worked with the federal governments of Australia, Canada, and the United States.

Brad was founding partner and former CEO of the International Customer Management Institute, now part of London-based Informa plc. Today, he is a sought-after consultant and speaker.

His blog can be followed at www.bradcleveland.com/blog.