Matt Dixon

DCM Insights

We exist for one reason: helping organizations better understand the changing landscape of customer behavior. This understanding is used to attract, engage, retain and grow healthy commercial relationships.

We bring to bear several decades of research and data science expertise which results in an ever-evolving, insight-based point of view about customer behavior.

Our insights are applied through a set of compelling services we deliver in a unique way.  We don’t guess. We study, we learn, and we share.  In doing so, we help organizations grow through science.

Founding Partner

Tethr

Tethr’s vision is a world where every company listens, and every customer is heard. Tethr is a cloud-based conversation intelligence platform that combines powerful AI, machine learning and decades of customer experience research to surface contextual insights from phone calls and other customer interactions. Customers are using Tethr to quickly, easily and accurately turn large amounts of unstructured voice of customer conversation data into insights that fuel smarter decisions and improved business performance, enabling them to become Listening Enterprises.

As Chief Research & Innovation Officer, I am responsible for Tethr's data science-based research agenda, content creation, public thought leadership and representing the company with customers, prospects, investors and partners.  I am also responsible for spearheading new research-based product innovations that support Tethr's continued differentiation in the market.

Chief Research & Innovation Officer

Chief Product & Research Officer

Advisory Board Member

MedLion Management, Inc.

MedLion is a first-of-its-kind subscription-based primary care provider that helps companies reduce their healthcare costs while at the same time enabling their employees to accomplish more at work and in their lives.  As an advisory board member, I work with MedLion's founders and executive management team on the firm’s strategy and go-to-market approach.

Korn Ferry Hay Group

I was responsible for working with the firm's leadership and partner team to further develop and grow Korn Ferry Hay Group's global sales effectiveness solutions business.

Senior Partner & Global Head of Sales Force Effectiveness Solutions

In addition to my responsibilities leading the Financial Services and Customer Contact practices at CEB, I added the role of Head of New Product Development for the Best Practices & Decision Support Division of CEB.  In this role, I worked with our New Products team as well as our firm's executive leadership team to build and execute new business platforms and products to extend the CEB model into new corporate functions, industries and markets.

Group Leader, Financial Services and Customer Contact Practices & Head of New Product Development

I had management responsibility for CEB's Financial Services Practice, whose more than ten research programs serve a variety of executives and teams across both front office and back office functions in financial services institutions--including those in retail banking, business banking, wealth management, capital markets, insurance and operations.  In addition, I oversaw CEB's Customer Contact Practice, which serves leaders in the customer service and customer experience functions from a wide range of industries in both the B2C and B2B spaces.

Group Leader, Financial Services and Customer Contact Practices

From February 2007 until April 2014, I had management responsibility for the Sales & Service Practice of CEB.  In this capacity, I lead our Sales Leadership Council, Sales Leadership Council for Mid-Sized Companies and the Customer Contact Leadership Council, which together serve more than 1,000 customer service and sales organizations globally.  This role included setting and executing strategy for the Sales & Service Practice, working with our research teams on original quantitative and qualitative research studies of customer service and sales and presenting our research to senior executives and management teams around the world.

Executive Director, Sales & Service Practice

During this period, I was responsible for the day-to-day management, operations and leadership of one of CEB's research programs, the Customer Contact Leadership Council, which serves heads of customer service and contact centers at corporate and government organizations around the world.  In this capacity, I directed the Council's research team to execute against an annual agenda and product plan that he created in partnership with senior firm leadership and partners in the commercial organization.  I also served as one of the primary research presenters at Council events around the world and was the primary product specialist supporting commercial conversations with Council members and prospective members.

Practice Manager, Customer Contact Leadership Council

I served as Senior Director of New Product Development for CEB from January 2004 to December 2005 and, prior to this, as Director (from January 2002 to December 2003) and Associate Director (from May 2001 to January 2002).  In this capacity, I was responsible for working with the CEO and Executive Committee of CEB to set and execute against the company’s annual domestic and international new product exploration and launch plan.  

During my 4.5 years in New Product Development at CEB, I personally managed or lead the NPD organization in bringing more than 18 new product offerings to market, resulting in substantial topline growth and new market expansion for the firm.

Senior Director, New Product Development

I began my career with CEB as a member of the CIO Executive Board, CEB's research program for Chief Information Officers.  As a member of this team, I was a contributor and manager on numerous studies designed to help CIOs tackle their most pressing business challenges.

Research Consultant, CIO Executive Board

Wall Street Journal bestselling co-author of The Challenger Sale, The Effortless Experience, The Challenger Customer and The JOLT Effect; Frequent contributor to Harvard Business Review; Founding Partner at DCMi

Co-author of The Challenger Sale, The Challenger Customer, The Effortless Experience and The JOLT Effect; frequent contributor to Harvard Business Review; experienced advisor to senior executives on business development, service and customer experience.  Co-Founder of DCM Insights.

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