
Your Future in the Contact Center
Brad Cleveland
Tuesday | 4:00 PM – 5:00 PM
Oceana Grand Ballroom
Oceana Grand Ballroom
ICMI Founding Partner Brad Cleveland will navigate the dynamic and rapidly changing terrain of contact center management and leadership. Delve into how the profound changes taking place in technology, customer expectations, the workforce, and the economy, will reshape contact centers in the months and years ahead. How will roles—from supervisors to senior level leadership—need to evolve?
Whether you’re an industry veteran or stepping into a contact center management or leadership role for the first time, this kickoff will provide context and perspective that will help you lead your team and organization into the future.
Panelists to Include:
Kara Whalen, Director, Veteran’s Health Administration
Amber Krueger, VP of Shareholder Services, Ultimus Fund Solutions
Jeremy Hyde, Senior Director of Customer Service, Sun Country Airlines
About the Speaker
Brad Cleveland is recognized globally for his contributions to customer strategy and management. He was a founding partner in ICMI and has worked across 45 states and over 60 countries for many of today’s most recognized organizations—American Express, Apple, USAA, and others, as well as the governments of Australia, the U.S., and Canada. Brad is the author of Contact Center Management on Fast Forward, the profession’s top-selling management book. His latest book, Leading the Customer Experience, is a recipient of the NYC Big Book distinguished favorite award. His LinkedIn Learning courses have reached over 1 million views. Today, Brad serves as Senior Advisor to ICMI, and is an in-demand speaker, trainer, and consultant.













