Ted McKenna

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Ted McKenna is co-author of the bestselling book The JOLT Effect: How High Performers Overcome Customer Indecision and a founding partner of DCM Insights, a customer understanding lab focused on using data and research-backed frameworks to help companies attract, engage, retain, and grow customer relationships. He is an accomplished sales and customer experience researcher whose work has appeared in the pages of Harvard Business Review and a sought-after speaker and advisor to sales and customer experience teams around the world. 


Before co-founding DCMi, Ted held numerous executive leadership positions in product, strategy, research, advisory, and enablement for Tethr, Russell Reynolds, and CEB (now a part of Gartner). Ted is one of the world's leading experts on customer indecision and customer effort, grounded in the analysis of tens of millions of sales and customer service interactions using predictive AI/ML models.

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