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Temkin works with large organizations to help them differentiate themselves by customer experience strategies. 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 and Principal Analyst, he was the most-read analyst for 13 consecutive quarters and was a well-known speakers in the industry. Temkin 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.” After leaving Forrester, he founded the Temkin Group, a research and consulting firm. He 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.
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