Episode 31 - Bruce Temkin

Bruce Temkin is widely viewed as a leading expert in customer experience. He has worked with hundreds of large organizations on defining and accelerating their customer experience journeys. 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. Bruce is the founder of Temkin Group, a research and consulting firm dedicated to transforming customer experience within large organizations. The firm uses its research to identify leading practices and helps its clients accelerate their performance by closing gaps in four areas: Purposeful Leadership. Compelling Brand Values, Employee Engagement, and Customer-Connectedness. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company's financial services, eBusiness, and customer experience practices. He was the most-read analyst for 13 consecutive quarters and was one of the most highly demanded consultants in the industry. Bruce authored several of Forrester’s most popular research reports including "Experience-Based Differentiation," and “The Customer Experience Journey.” He also created Forrester’s Customer Experience Index, which rates more than 100 firms on their overall customer experience. Bruce has been widely quoted in the press, including such media outlets as New York Times, Los Angeles Times, and Business Week. An accomplished public speaker, Bruce regularly delivers keynote speeches at many corporate and industry events. Bruce holds a master’s degree from the MIT Sloan School of Management, where he concentrated in business strategy and operations. He also holds an undergraduate degree in mechanical engineering from Union College.