With a diverse background spanning financial services, sales and customer service, Matt Dixon, an executive director at CEB, brings a multidimensional perspective to any business conversation. For more than 15 years, Matt has stress-tested the assumptions underpinning conventional approaches to talent management and operational performance. The results often expose long-held myths masquerading as corporate truths, which lead to lost revenue and unrealized opportunities.
As leader of CEB’s Financial Services practice, Matt guides a team that serves nearly 13,000 executives from over 400 financial services organizations across 50 countries. The practice also encompasses CEB TowerGroup research, known throughout the financial services industry as the standard-bearer for financial services technology insights.
In addition to the five financial services Leadership Councils Matt directs, he is also the senior leader for CEB Customer Contact Leadership Council. In this capacity, Matt oversees dozens of original quantitative and qualitative research studies on all aspects of customer service strategy and sales productivity. Matt has presented these compelling findings to hundreds of senior executives and management teams around the world, challenging them with counterintuitive insights and compelling them to question their standard playbook and occasionally, throw it to the wind.
Matt is the co-author of two top-selling books, The Effortless Experience: Conquering the New Battleground for Customer Loyalty (Penguin, USA) and The Challenger Sale: Taking Control of the Customer Conversation (Penguin, USA). The research behind these books has taken the B2B sales and marketing world by storm and has been hailed by industry experts and gurus alike—including Neil Rackham, author of Spin Selling, who describes The Challenger Sale as “The most important advance in selling for many years.” The work of Matt and his research team has also been featured in Harvard Business Review (“Dismantling the Sales Machine,” Nov. 2013, “Stop Trying to Delight Your Customers,” July-August 2010). He is also a frequent contributor on sales and customer services topics on Harvard Business Review’s blog as well as on CEB’s sales and customer service blogs.
Matt holds a Ph.D. in political economy from the University of Pittsburgh and a B.A. with honors from Mount Saint Mary’s University in Emmitsburg, Md. He resides with his wife and four children in Silver Spring, Md. In his free time, Matt is an avid triathlete, competing at the elite level for the past several years.