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
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...
9min read
Build vaccination trust with a resident-centric approach
The scientific community has done an amazing job of accelerating the creation and testing of very effective and safe vaccines. Their work has provided the world with hope. But vaccines on their own ar...
11min read
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...
6min read
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...
8min 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...
4min 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...
6min 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 ...
6min 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...
14min 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,...
4min 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 ...
3min 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...
5min 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...
5min 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)...
11min read