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
How Do You Explain Experience Management to Senior Executives?
Experience management (XM) professionals regularly ask me how to discuss XM with their senior executives. Since I’m often providing thoughts on the topic, I decided to share my approach in this post...
By Bruce Temkin
Five Elements of Successful XM Ambassador Programs
We often work with organizations that want to drive large-scale change. To succeed, they need to blend top-down leadership with bottoms-up engagement. One of the tools that can enlist the required lev...
By Aimee Lucas, Bruce Temkin
Advice for Propelling Your Net Promoter Score Program
Net Promoter® Score (NPS®) is such a popular yet misunderstood topic that I tend to write a post about it every year. Even though my advice hasn’t changed much since I wrote “Net Promoter and Sa...
By Bruce Temkin
Goodbye Static Brands. Introducing Modern Brand Experience Management
In an increasingly fluid environment, which most organizations are facing, maintaining a strategic focus on a brand’s promise is even more important than ever. But brand management can no longer be ...
By Bruce Temkin
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
Drive Change Top-Down and Bottom-Up… with Middle Managers!
Let’s face it, change isn’t easy. As John Kenneth Galbraith so aptly stated: Faced with the choice between changing one’s mind and proving that there is no need to do so, almost everyone gets ...
By Bruce Temkin
Five A’s: The Executive Agenda for XM Transformation
Most content about Experience Management (XM) is written for XM practitioners. Not this post. I’m writing this for any senior executive who has heard about XM and is wondering what it could mean for...
By Bruce Temkin
Are Your Experience Management Efforts Outdated? Modernize Them!
Most organizations are very early on their journey towards fully adopting Experience Management (XM). Despite this lack of XM maturity, almost every organization has some elements of XM already underw...
By Bruce Temkin
Yes, It’s Time to Get Rid of Old School Employee Surveys
In a recent article, “It’s time to get rid of employee surveys,” Peter Cappelli calls into question the use of a common employee experience (EX) tool – the employee engagement survey. He cor...
By Benjamin Granger, Bruce Temkin
Three Potential XM Roles for CIOs
I recently hosted a webinar “Experience Management in Uncertain Times: Tips for the CIO.” We had a great panel discussion with Michael Golz, Chief Information Officer of SAP Americas along with ...
By Bruce Temkin
Five Leadership Principles for Truly Driving More Diversity and Inclusion
The deaths of George Floyd, Breonna Taylor, Ahmaud Arbery, and others have sparked a renewed outrage against racial inequality around the world, leading many organizations to consider changes to how t...
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
How to Provide Certainty Even During Times of Uncertainty
Last month, at the XM Institute, we held our second ever XMPN Virtual Meetup. We met with experience management (XM) professionals from around the world, with most reigning from the APJ region and Af...
By Benjamin Granger, Bruce Temkin
Managing the Working-from-Home Employee Experience
Last week, my colleagues Steve Bennetts, Sally Winston, and I held a webinar (watch it here) focused on how organizations should manage their employees’ work-from-home experience. While we cover...
By Bruce Temkin
Experience Management in a Crisis: Shift from Trending to Sensing
In this environment, “rapidly adapting” is a capability that we all need to flex a bit more. That’s why I’ve suggested making these changes to your XM programs: Show humanity. If you’re...
By Bruce Temkin
