Matt Dixon

Chief Product & Research Officer Tethr

Wednesday, August 12

Wednesday, August 12th, 2020

12:45 PM Workshop 8: Putting Customer Effort Reduction into Action

Gain a deeper understanding of the core tenets of effort reduction and how to apply those ideas to your own customer service and customer experience organizations.


You may be familiar with the key principles of reducing customer effort, but do you know how to put these ideas into action? Join Matt Dixon, author of The Effortless Experience, for a thought-provoking, engaging and interactive workshop designed to help you gain a deeper understanding of the core tenets of effort reduction, and how to apply those ideas to your own customer service and customer experience organizations. Matt will walk you through the research that formed the basis for The Effortless Experience as well as real-world case studies of how CS and CX leaders are using modern, machine-learning based techniques to identify and address high-effort experiences that can impact customer loyalty. You'll walk away with a list of concrete, immediately actionable ideas that can be implemented to improve customer loyalty and the bottom line in your organization.