Matthew Dixon

Matt Dixon is one of the world’s leading experts on sales, customer service and customer experience. He is a Founding Partner of DCM Insights, The Customer Understanding Lab. Prior to co-founding DCMi, he served as the Chief Product & Research Officer of Tethr, an AI venture in Austin, TX, that helps companies mine customer voice data for insights. And before that, he spent time as a Senior Partner and the Global Head of Sales Force Effectiveness Solutions at Korn Ferry Hay Group and as Group Leader of the sales, service and customer experience practices of CEB, now Gartner. Matt is a sought-after speaker and advisor to corporate leadership teams around the world on topics ranging from sales effectiveness to customer service and customer experience and is also a noted business writer. His first book, The Challenger Sale: Taking Control of the Customer Conversation (Penguin, November 2011), was a #1 Amazon as well as Wall Street Journal best seller, selling more than a million copies worldwide. He is also the co-author of the customer experience bestseller The Effortless Experience: Conquering the New Battleground for Customer Loyalty (Penguin, September 2013) and the follow-on book to The Challenger Sale titled The Challenger Customer: Selling to the Hidden Influencer Who Can Multiply Your Results (Penguin, September 2015). His latest book is The JOLT Effect: How High Performers Overcome Customer Indecision (Penguin, September 2022). Matt is also a frequent contributor to Harvard Business Review with more than 20 print and online articles to date, including many that have appeared in HBR's "Top Ten Must Reads." Among his most-cited pieces are "Reinventing Customer Service" (November-December 2018), “Kick-Ass Customer Service” (January–February 2017), “Dismantling the Sales Machine” (November 2013), “The End of Solution Sales” (July–August 2012) and “Stop Trying to Delight Your Customers” (July–August 2010). 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. in International Studies from Mount Saint Mary’s University in Emmitsburg, Maryland. He lives in Silver Spring Maryland with his wife and four children. Visit DCM Insights at https://www.dcminsights.com/ and visit Matt on LinkedIn at http://www.linkedin.com/profile/edit?trk=hb_tab_pro_top or follow him on Twitter at @matthewxdixon