Scott Rothman

Director, Effortless Experience Challenger

Scott Rothman is a Director with Challenger’s Service practice (previously part of CEB, now Gartner). In his role, Scott is responsible for sharing and presenting the Effortless Experience™ research and helping companies execute on their low-effort strategies.

Scott is a legacy CEB employee, and during his more than ten years there served as a Research Director and Advisor to executive teams around the world on how to more effectively:  manage the customer experience, leverage the voice of the customer, develop talent for the new work environment, create an environment of continuous improvement, and manage change.

He has facilitated and presented on these topics at numerous speaking engagements, including keynotes and industry conferences.

Scott holds a BS in Commerce from the McIntire School of Commerce at the University of Virginia and an MBA from The Fisher College of Business at The Ohio State University.

Thursday, August 13

Thursday, August 13th, 2020

12:45 PM Workshop 13: Applying Low-Effort Skills in a High-Effort World

When something goes wrong, and things go wrong all the time, there is one dominant factor in a customer’s experience that will ultimately decide their future loyalty, and that is how easy we make it to get their problem solved. 

Through over a decade of research we’ve identified specific skills reps must have to begin driving a low-effort experience for customers. Join us as we highlight the nine low-effort skills and workshop two of the skills to see how they play out at your organization: 

  • Positive language (leads to an 82% improvement in the quality of the experience)
  • Acknowledging Baggage (reps who effectively handle customer baggage have 48% better performance)