Bruce Temkin
Author Bio
Bruce Temkin leads the Qualtrics XM Institute and is widely viewed as an experience management (XM) visionary. He has helped executives across many of the world’s leading brands dramatically improve business results by engaging the hearts and minds of their employees, customers, and partners. Given his work in establishing the discipline of CX, Bruce is often referred to as the “Godfather of Customer Experience.” He co-founded and was the initial chair of the Customer Experience Professionals Association. Prior to joining Qualtrics, Bruce ran Temkin Group, a renowned research and advisory firm, and was a VP at Forrester Research, where he led many parts of the research organization, including CX, eBusiness, financial services, and B2B. He was the most-read analyst at Forrester for 13 consecutive quarters.
Articles attributed to Bruce Temkin
The Evolution to Modern Experience Management
Over the last several years, we’ve seen organizations increasingly invest in efforts to better listen and respond to the needs of customers and employees. While organizations often prioritize these ...
By Bruce Temkin, Isabelle Zdatny
Examining 12 Years of Consumer Trust Ratings
Qualtrics XM Institute publishes an annual trust rating across industries.1 Based on a review of our 2022 and 2023 results, we found that: Groceries are the most trusted. With a trust rating of ...
By Bruce Temkin, Isabelle Zdatny
Introducing 2024, The Year of Trust
As we’ve done over the past decade, the XM Institute team is defining a focus for the upcoming year, and we’re labeling 2024, “The Year of Trust.” We invite you to join us as we explore the to...
By Bruce Temkin
What Will Generative AI Mean for Your XM Efforts?
Artificial intelligence (AI) has shifted from a domain for geeky discussions to a mainstream topic of interest. While AI has been around for decades, the introduction of Generative AI (“Gen AI”) m...
By Bruce Temkin, Isabelle Zdatny
Do Your Executives Have the Ambition Necessary For XM Success? Assess It.
Experience Management (XM) programs are ultimately about driving change: change in people’s behaviors, change in operating processes, and change in strategic priorities and investments. But this lev...
By Bruce Temkin, Isabelle Zdatny
How XM-Centric Is Your Culture? Assess It.
As we’ve described in the XM Operating Framework, organizational Culture is one of the three building blocks of a successful Experience Management (XM) program, along with Technology and Competencie...
By Bruce Temkin, Isabelle Zdatny
The Path to Building a Modern Digital CX Program
Digital CX is Integral to Business Success In today’s world, every single business is a “digital business.” In the wake of the pandemic, we’ve moved beyond the Digital Transformation Era and ...
By Bruce Temkin, Isabelle Zdatny, Juliana Holterhaus
Global Well-Being Declines from 2021
Last year, we shared our first-ever global Well-Being Index (WBi), an average of three measurements representing the percentage of adults (18 and older) who agree with these statements (see the method...
By Bruce Temkin, Talia Quaadgras
Bad Customer Experience Puts $3.1 Trillion in Global Consumer Sales at Risk
In a recent global study of more than 33,000 people across 29 countries and 20 industries, Qualtrics XM Institute examined how consumers respond to a bad experience. The impact differs across industri...
By Bruce Temkin
Examining Gender and Race Gaps Across Employee Experience and New Job Preferences
XM Institute recently published the Business Resilience Index (BRI), which tracks the human-side of businesses by examining how people feel about the U.S. companies they interact with, as prospects, c...
By Bruce Temkin, Cecelia Herbert
Lessons From a B2B CX Leader on How to Build a Customer-Centric Culture
We recently spoke with the head of customer experience (CX) at a large industrial manufacturer. This $25B+ business-to-business (B2B) company had a long history of being very product-focused, but the ...
By Bruce Temkin
Six Analytical Pathways That Link Employee and Customer Experience
Most leaders intuitively understand what XM Institute has labeled the employee engagement virtuous cycle, which describes a strong link between customer experience (CX) and employee experience (EX). T...
By Bruce Temkin, Cecelia Herbert
The Three Core Functions of a CX Center of Excellence
Organizations looking to mature their customer experience (CX) programs often establish a CX Center of Excellence (CoE). Since we’ve been hearing a lot of questions about the topic, we decided to pr...
By Bruce Temkin, Greg Chase, Isabelle Zdatny
Experience Management Leaders’ Stock Price Outperformed Peers Through COVID
During the previous two years, we’ve seen organizations use their Experience Management (XM) capabilities to navigate the changing COVID environment. So we decided to examine the impact that XM has ...
By Bruce Temkin, Talia Quaadgras
Conversational Analytics Are Transforming Contact Centers
Get ready for radical change in contact centers! That was my realization after listening to Qualtrics clients share some of their efforts during what we’ve called, The XM Discover Tour. Over the...
By Bruce Temkin
