XM Knowledge Base
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
Patient experience drives trust and advocacy
Today marks the beginning of Patient Experience Week. This week is a globally recognized event that celebrates the healthcare workers who impact patient experience every day. It is a week near and dea...
By Bruce Temkin, Susan Haufe
Experience management 101: The what, why, and how of XM
As the ever-increasing flow of information shifts power from organizations into the hands of individuals, businesses must reassess how they operate. They must continuously learn what customers, employ...
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...
By Bruce Temkin
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...
By Bruce Temkin
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...
By Bruce Temkin
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,...
By Bruce Temkin
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...
By Bruce Temkin
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)...
By Bruce Temkin