As a speaker and consultant, Brad helps professionals in the areas of Customer Experience, Industry Research, and Strategy and Management Training.

Brad is known globally as one of today’s foremost experts in customer strategy and management. As a sought-after consultant and speaker, Brad has worked in 45 states and in over 60 countries. His clients include organizations such as Apple, HP, American Express, USAA, and Coca Cola, as well as governments in the United States, Australia, Germany, Canada, and the United Kingdom—in fact, he’s worked with over 70% of the companies that have the top net promoter score (NPS) in their respective industries.

In this exciting and engaging interview, Brad provides insights on the major shift that is taking place in customer expectations. He also shares the need to create effective customer service strategies that harness the combined potential of in-person, contact center, self-service, social media, and peer-to-peer channels. This includes designing and building operational plans, and the know-how to ensure customer strategies are effectively implemented across the organization.

Brad lives with his wife Kirsten and their daughter Grace, in Sun Valley, Idaho, a popular recreation area in the Rockies.

To learn more:

Call Brad or visit their website at

Conston Taylor

Conston Taylor is a specialized marketing expert and host of Business Innovators Radio.

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