Great expectations: Satisfying the modern consumer

"Effective customer experience leadership—along with the right technologies, approach, and culture—is more critical than ever.

In this report, customer strategy expert Brad Cleveland gives his insight into five key areas that he believes are essential to turning your customer experience vision into reality. Brad is the author of the new book, Leading the Customer Experience (Kogan Page, New York, 2021).

The contents of this paper draw from Brad’s book, the International Customer Management Institute (ICMI), Talkdesk, and other sources."