[2][3][4] He was one of two initial partners in ICMI (International Customer Management Institute),[5] joining founder Gordon F. MacPherson, Jr. in 1991.
He is author/editor of eight books, including Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience, which is used in universities and corporate training programs around the world.
[7] He has appeared in media[8] ranging from The New York Times[9] to The Washington Post[10]', The Wall Street Journal, Nerd Wallet[11]' and NPR's All Things Considered.
[12] In 1997 Cleveland performed a Tedx Talk entitled "Thriving In An Always-On World" about disconnecting from technology.
[13] Leading the Customer Experience, was selected as a NYC Big Book Award distinguished favorite.