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
Assessing Agility of Your Organization, Your XM Program, and Yourself
In case you missed it, XM Institute has labeled 2022, “The Year of Agility.” Given all of the uncertainties this year, we felt as if everyone needed to build up their resilience and responsiveness...
By Bruce Temkin
Examining U.S. Optimism Across Gender and Age
For the first time, the XM Institute examined the optimism of the U.S. population. We analyzed responses from more than 9,000 U.S. consumers to develop the XM Institute Optimism Index. The Index is de...
By Bruce Temkin, Talia Quaadgras
U.S. Well-Being Increases for Everyone Except Hispanics
XM Institute has been tracking the sentiment of U.S. consumers as part of our ongoing consumer studies for more than a decade. To understand the overall quality of life of the U.S. population, we crea...
By Bruce Temkin, Talia Quaadgras
Employees Around the World Want to Be Listened to and Treated Better
In our latest global study, we asked more than 16,000 employees across 24 countries about their relationship with their primary employers. As part of that research, we examined whether or not those em...
By Bruce Temkin
What Employees Around the World Look for in a New Job
In a recent post, we examined the profile of more than 72 million U.S. employees who are likely to look for a new job. Rather than obsessing about “The Great Resignation,” we recommended focusing ...
By Bruce Temkin
Introducing 2022, The Year of Agility
As we enter into 2022, organizations need to prepare for ongoing shifts in the needs and expectations of customers and employees. That’s why XM Institute is labeling 2022, “The Year of Agility.”...
By Bruce Temkin
U.S. President Signs Executive Order on CX: Six Recommendations for Next Steps
Last week, President Biden signed an executive order (EO), “Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government.” Is it the solution to poor customer exper...
By Bruce Temkin
Should You Tie Bonuses to Employee Experience Metrics?
If employee experience (EX) is a priority in your organization, then there’s a good chance that you have considered connecting EX targets to bonuses. While it makes sense to reward excellence in EX,...
By Bruce Temkin, Cecelia Herbert
Examining 10 Years of Net Promoter Scores in the U.S.
Qualtrics XM Institute (and previously Temkin Group) has been tracking Net Promoter® Scores (NPS®) in the U.S. since 2012. So we decided to take a look at the changes we’ve seen over the previous ...
By Bruce Temkin
Net Promoter Scores Partially Recover from 2020 Collapse
We just completed our 2021 U.S. NPS benchmark study, so I decided to take a look at how consumer attitudes have changed over the last two years. In a post last year, I examined how Net Promoter®...
By Bruce Temkin
The Five Essential Elements of CX Program Governance
Organizations do not become customer-centric overnight. Customer experience (CX) transformation requires organizations to maintain a systematic focus on making changes over multiple years and across a...
By Aimee Lucas, Bruce Temkin, Isabelle Zdatny
Five Areas for Modernizing Employee Experience Management… Right Now
Employee Experience Is More Important Than Ever Employee experience (EX) has always been critical. Engaged employees are the start of a virtuous cycle that drives better customer experiences and stro...
By Bruce Temkin, Cecelia Herbert
Bad Customer Experience Puts $4.7 Trillion in Global Consumer Sales at Risk
In a recent global study of nearly 18,000 people across 18 countries, Qualtrics XM Institute examined how consumers respond to a bad experience. We thought it would be interesting to translate that re...
By Bruce Temkin, Moira Dorsey
It’s Time to Fix Five Common Broken Experiences
I’ve had the opportunity to work with 100s of organizations from just about every industry and every part of the world. While each situation is somewhat unique, there’s an abundance of commonaliti...
By Bruce Temkin
Is NPS a Good Global CX Metric?
Net Promoter® Score (NPS®) is one of the most popular customer experience (CX) metrics. When used appropriately and in the right environments, it can be extremely valuable in helping organizations p...
By Bruce Temkin
