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ICMI's Contact Center Expo: A Digital Experience provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community. Click on session titles for full session descriptions. All times noted are in EST.

Brad ClevelandFounding Partner and Senior 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 he's 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's also worked with the federal governments of Australia, Canada, and the United States.