Matt Dixon is Executive Director of the Sales & Service Practice of CEB in Arlington, VA. In this capacity, he has management responsibility for the Sales Leadership Council and Customer Contact Leadership Council, which together serve more than 1,000 sales and customer service organizations globally. As Executive Director, Matt has overseen dozens of original quantitative and qualitative research studies of customer service and sales and has presented to hundreds of senior executives and management teams around the world, including those of many Fortune 500 companies, on issues ranging from customer service strategy to sales effectiveness.
In addition to his many speaking engagements, Matt is also a noted business writer. His first book, The Challenger Sale: Taking Control of the Customer Conversation (published in November 2011) was a Wall Street Journal bestseller and the top sales and marketing book of 2012 on Amazon. He’s been published multiple times in the Harvard Business Review with articles such as “The End of Solution Sales," "Dismantling the Sales Machine," and “Stop Trying to Delight Your Customers” (the article that first introduced the Customer Effort Score). His new book, The Effortless Experience: Conquering the New Battleground for Customer Loyalty, was published by Penguin and released in September 2013.
Matt holds a Ph.D. from the Graduate School of Public and International Affairs at the University of Pittsburgh as well as a B.A. from Mount Saint Mary’s University in Emmitsburg, Maryland, where he graduated summa cum laude. Matt currently resides in Silver Spring, Maryland with his wife and four children.