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
Tap into XM to Navigate a Recession
Given the spread of Coronavirus and recent losses in the stock market, we’re facing the threat of a prolonged economic downturn. So it’s no surprise that I’ve been asked to share my opinion abou...
By Bruce Temkin
Leaders: Four Experience Design Tips to Deal with Coronavirus
As the Coronavirus situation evolves, organizations are being forced to consider a number of changes that affect every one of their stakeholders—suppliers to employees to customers. It’s critica...
By Bruce Temkin
My Manifesto: Experience Matters
In September 2007 I published my initial manifesto: Great Customer Experience Is Free. I still fully believe in the elements of that post. After 12 years, however, it’s time for an update. So I’m...
By Bruce Temkin
The Two Ultimate Questions for XM Metrics
Experience Management (XM) programs often rely on one or more key metrics that track items such as likely to recommend, satisfaction, effort, or engagement. As I’ve written in the past, the succes...
By Bruce Temkin
The Four P’s of XM Insights
In a recent XM Institute report, we discussed how to operationalize Experience Management (XM). Why does XM matter? Because it creates a discipline that helps organizations continuously learn (ho...
By Bruce Temkin
Six Types of Experience Data (X-Data)
Using the HxC model, we examined the components of many XM programs and have identified six distinct types of X-data: Experience Expectations. How people think and feel about a future interaction...
By Bruce Temkin
Stop Employees from Asking for Good Ratings
Over the last few weeks, I’ve run into a couple of examples of a common problem with some Experience Management (XM) programs… “gaming.” Here’s what I found… During dinner with a friend...
By Bruce Temkin
Three Characteristics of XM Leaders
Earlier today, I led a roundtable discussion at SAP Select in Berlin entitled “Become a XM Transformation Leader.” This is a critical theme for many executives. If you want the benefits of Exper...
By Bruce Temkin
Expansion of Experience Management and XM Professionals
Two Dimensions of XM Expansion That’s the endpoint, but how do organizations get there? By expanding their efforts along two dimensions: Maturity of competencies. For an organization to adopt ...
By Bruce Temkin
Your Organization Is an Experience Factory
Experience Management (XM) isn’t just important, it’s the primary function of every organization. Let me explain… The XM Institute team spends a lot of time thinking about and researching XM...
By Bruce Temkin
Five Recommendations for De-Emphasizing Benchmarking
Benchmarking, benchmarking, benchmarking… it’s a popular subject. I’ve been publishing CX benchmarks for more than 10 years, so you might be surprised by my point of view on the topic: benchm...
By Bruce Temkin
Talking Employee Experience and XM with Ben Granger
Some of the practices that highly mature EX programs use could backfire if an organization has never done formal employee measurement before. So that is always a consideration we make when we advise o...
By Bruce Temkin
Reflecting on 6 Principles of Success
Given the recent closing of Temkin Group, it seems like a good time to reflect on what I’ve learned over the last decade or so of building a successful business, creating a world-wide association, ...
By Bruce Temkin
Stop Obsessing About Organizational Alignment
I was recently asked a question that I hear a lot, how do we get alignment across our large, complex organization? This is an important question since the path to Experience Management (XM) often re...
By Bruce Temkin
Six Categories of X&O Data Insights
Last week I attended SAP’s SAPPHIRE and CX Live events in Orlando. It was great to see 35,000 or so of my new friends. As you might expect, Experience Management (“XM”) was a dominant them...
By Bruce Temkin
