Using Customer Experience to Drive Business Growth

Bruce Temkin is widely viewed as a leading expert in how large organizations build differentiation with customer experience. He has worked with hundreds of large organizations on the business strategies, operational processes, organizational structures, leadership, and culture required to create and sustain superior customer relationships. Bruce is the author of the blog Customer Experience Matters which is one of the most popular blogs on customer experience. He regularly posts insights on topics such as customer experience, branding, and leadership. During his 12 years with Forrester Research, Bruce led the company’s B2B, financial services, and customer experience practices. As a Vice President & Principal Analyst, he was the most-read analyst for 13 consecutive quarters and was one of the most highly demanded consultants and speakers in the industry. Bruce authored several Forrester’s most popular research reports, including: “The Customer Experience Value Chain,” “Experience-Based Differentiation,” and “The Customer Experience Journey.” He is also the creator of Forrester’s “Voice of the Customer Award” and Forrester’s “Customer Experience Index” which rates more than 100 firms on their overall customer experience. Bruce will be speaking at the Customer Experience Exchange, and so is here today to provide you with a sneak preview into some of the issues he’ll be discussing.