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Brad ClevelandSenior AdvisorICMI

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.

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