Managing Partner, Temkin Group
Bruce 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.
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 many of Forrester's most
popular research reports, including "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." Bruce led the creation and updating of many of
Forrester's customer experience evaluation methodologies and training
After leaving Forrester, Bruce founded the Temkin Group,
a research and consulting firm. As the Managing Partner, he consults
for leading global companies, is a keynote speaker at top industry
events, researches customer experience trends, and is the author of Customer Experience Matters
– one of the most popular blogs on customer experience. He is also the
creator of the "Temkin Experience Index" which rates the customer
experience of 100+ large organizations.