August 17, 2021 – Customer Experience Brad Cleveland and Proudfoot Pamela Hackett

August 17, 2021 – Customer Experience Brad Cleveland and Proudfoot Pamela Hackett

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Brad Cleveland – Author of Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results

You got to know your customers! You got to know your prospects, their expectations.

Brad Cleveland is known globally as one of today’s foremost experts in customer strategy and management. A sought-after consultant and speaker, he has worked in 45 states and over 60 countries, and his clients have included many of today’s service leaders—Apple, American Express, USAA, the University of California, and others. Brad’s books and articles have been translated into over a dozen languages, and he is an instructor for LinkedIn Learning with featured courses on customer strategy and management, customer service leadership, and customer experience leadership. He has appeared in The Wall Street Journal, Fast Company, Inc. Magazine, Forbes, U.S. News and World Report, CNN Money, Kiplingers, the Los Angles Times, Washington Post, Financial Times, and the New York Times, as well as on major television networks (PBS, CNBC, Fox, MSNBC, and others), NPR’s All Things Considered, and the in-flight programs of several airlines. He has received numerous industry awards in the customer service and customer experience fields, and was nominated for the prestigious Computerworld Smithsonian 21st Century Pioneering Award. In May of 2012, Brad was recipient of ICMI’s Inaugural Lifetime Achievement Award. Brad was founding partner and former CEO of the ICMI’s Inaugural Lifetime Achievement Award (ICMI) now part of London-based Informa plc. He remains a senior advisor to ICMI. Brad and his wife Kirsten have a grown daughter, Grace. They divide their time between Sun Valley, Idaho and San Diego, California.

Pamela Hackett – CEO of Proudfoot and Author of Manage to Engage: How Great Managers Create Remarkable Results

‘Fair trade’ is around reward, not always pay, because pay
doesn’t motivate. It does not engage, but it is a
disengager, so you got to be fair about it.

Pamela Hackett is on a quest to help companies and their teams build businesses that are both fit and healthy – productive and engaged. Leaders can make their numbers and have people who love coming to work. It starts with them. How they manage to engage. ‘Manage to Engage: How Great Managers Create Remarkable Results’ is a compendium of ideas and resources that will fill the engagement gap, allowing us to focus on what matters– our people–to create true advantage. Pamela has loved working for Proudfoot for 35 years. She started as a front-line consultant in the international operations consulting firm and is now CEO. She has advised, led, and supported some of the world’s leading brands through changes in their operating models, results and culture. In a world driven by technology, she believes the future of business is (still) people. She challenges the poor success rates of transformation and doesn’t believe people are intrinsically resistant to change. But she does believe managers impact both. How you engage dictates how you perform. After all, nothing moves until your people move. Pam believes if you want to become a great leader who delivers remarkable results, you must first learn how to manage to engage. In her new book, Manage to Engage, she introduces 9 triggers to engagement and the practical tools for leaders at every level to better engage people in a post pandemic world. She believes companies can achieve both a fit and healthy business – one that is productive and engaging – the holy grail.