Agents CAN Provide the Effortless Customer Experience

Date: Friday, January 17, 2014

Speakers: Sarah Stealey Reed, Matt Dixon


Watch or download the Educast below.

How is customer service changing? What new skills do agents need to meet the customer's evolving expectations? What is this Effortless Experience?

Is an effortless customer experience really possible? 

In this educast, Sarah Stealey Reed talks to Matt Dixon, the executive director of strategic research for CEB and the coauthor of The Effortless Experience.  Many members of the contact center community were first introduced to Matt when he wrote an article for the Harvard Business Review called “Stop Trying to Delight your Customers.” That article sent a radical message to the contact center community. 

Watch and listen as Sarah asks Matt what inspired that article, and explores how agents can be empowered to provide an effortless customer experience.

Want more from Matt?  He’ll be one of our keynote speakers in San Diego at Contact Center Expo and Conference.  Register here. 

Click here to download the educast to your computer. (Right click and save the file to your desktop)


Sarah Stealey Reed

Director of Content Marketing, Zendesk

Sarah Stealey Reed is Director of Content Marketing at Zendesk. She has over 18 years of global expertise in the areas of operations, offshore outsourcing, customer experience, and contact center management. She is an influential strategic leader who has built contact centers from the ground-up, fiscally managed them to support growth, and acted as a turn-around specialist for struggling metrics and employees. Her expertise is in building the operational baseline, while improving and maintaining an exceptional level of customer satisfaction. A consistent and amazing customer experience regardless of location, language, tenure, or channel is her mantra.

She has held positions as the Senior Manager for the Workplace Services Call Center at Deloitte, and also as the Content Director for ICMI, where she was responsible for the editorial content and community strategy for She’s a writer, blogger, and social poster, and often speaks on Customer Support and Emerging Channels at national events and through online webinars.

Sarah can be reached, followed, liked, or shared through:

Twitter: @stealeyreed


Matt Dixon, Tethr

Matt Dixon

Chief Product & Research Officer, Thethr

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.

ICMI/UBM Privacy Statement