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 written by Bruce Temkin


Everyone needs to “work different”: How to reopen, rethink, and reinvent using experience management

While there’s no sure blueprint for this COVID-19 environment, one thing is certain: everyone needs to work differently. Organizations will need to constantly adjust how they interact with customers...

8 min read


New study shows consumers’ online and in-person plans as the U.S. heads back to business

Originally published on Forbes. As many parts of the U.S. loosen their COVID-19 restrictions, many businesses are heading into the Explore phase, the first of three phases of recovery that I’ve p...

4 min read


Three phases for heading back to business

Originally published on Forbes.com I’ve studied human behavior for decades, examining how people respond to their environment as customers, employees, and leaders. Humans are amazingly resilient...

6 min read


How Experience Management can keep a pulse on your supply chain

With the changing landscape around COVID-19, we’ve launched a free product to help organizations better understand the current and future risk to their supply chains. The Supply Continuity Pulse is ...

6 min read


Adjusting your CX program to deal with COVID-19

Given the spread of Coronavirus and the downturn in the economy, every organization needs to rethink how it operates. As Experience Management (XM) professionals, you can play an important role in hel...

14 min read


New Research: The ROI of Customer Experience

The XM Institute recently published a new report, The ROI of Customer Experience, 2019. It examines the connection between customer experience and loyalty across 20 U.S. consumer industries: Airlines,...

4 min read


The global state of experience management

Over the last year with Qualtrics, I’ve had the opportunity to meet with leaders around the world. As a matter of fact, I just returned home from sessions in Berlin, Munich, and Paris. Everywhere I ...

3 min read


Qualtrics XM Institute launches new CX benchmarks

Do you want to find out how your industry ranks for customer experience (CX)? Or perhaps you want to know what the average CX rating is for companies like your own to help benchmark your own performan...

5 min read


New XM Institute research: State of Customer Experience Management 2019

I’m particularly happy to announce a new research report, The State of CX Management, 2019. In the past, Temkin Group published similar research and we charged for the reports. One of the great thin...

5 min read


How Bruce Temkin shaped the CX profession - and how he’s doing the same for XM

For over 20 years, Bruce Temkin has been a central figure in the world of CX. From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA)...

11 min read