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
Complexity Is an Experience Killer
I just spent two days in Miami with a great group of executives who are part of the SAP CX Client Advisory Board. One of their presentations described the company’s technology transformation, and ...
By Bruce Temkin
The Evolving Role of CX (& XM) Leaders
Last week I spoke at a local CXPA meeting in Boston. We had a great turnout, thanks to the great work of the planning committee and the wonderful space provided by Education First. I led a discu...
By Bruce Temkin
Closing and Welcoming the Year of Humanity
Last year Temkin Group labelled 2018, The Year of Humanity. With all of the discord and tension throughout the world, it seemed like a good time to promote the following mindset: Embrace divers...
By Bruce Temkin
What’s All This About X- and O-Data?
You might have heard Qualtrics discussing X-data (experience data) and O-data (operational data), and wondered, should we care? The answer is yes, and here’s why. Let’s start with a basic prem...
By Bruce Temkin
The Future of VoC Actionable Insights: Assistance Engines
Earlier this week I gave a speech called “The Future of CX: Humanistic, Prescriptive, and Responsive.” During that session, I discussed a missing link in today’s VoC technology: Assistance Engi...
By Bruce Temkin
5 Promises That Define B2B Customer Success
We work with many of the largest technology companies, helping them bolster the experiences they deliver to customers, often focusing on their (business-to-business) B2B relationships. With the shi...
By Bruce Temkin
The Future of VoC: Insight & Action, Not Feedback
The vendor market for Voice of the Customer (VoC) products and services has been heating up, with numerous acquisitions and mergers. All of this is happening as companies are trying to figure out how ...
By Bruce Temkin
Want Loyal Customers? Start Talking About Their Emotions!
Every time a customer interacts with you, they feel one of these A’s: Angry: Customers feel wronged by the interaction and will look for opportunities to tell other people (a.k.a. vent) about t...
By Bruce Temkin
People Aren’t Perfect, Design Around Their Biases
Intuitive thinking—also known as System 1 thinking—is fast, effortless, automatic, and takes place in our unconscious, while rational thinking—also known as System 2 thinking—is slow, effortfu...
By Bruce Temkin
My Latest 9 Recommendations for NPS
We study 100’s of companies that use Net Promoter® Score (NPS®) and work with dozens of others that are in different stages of NPS deployment. We also publish one of the most comprehensive annual...
By Bruce Temkin
Our CX Data Doesn’t Match Industry Benchmarks, Now What?
I am often asked some version of this question: We just saw the [Temkin Experience Ratings/Temkin Group’s NPS benchmark/Forrester’s CXi/JD Powers/The ASCI] and it is completely different from wha...
By Bruce Temkin
Arizona Diamondbacks CEO Creates Fan-Centric Culture
Hall joined the D-backs in May 2005 as Senior Vice President, Communications, was named president in September 2006 and CEO in January 2009. He proudly points to the core operating framework he ado...
By Bruce Temkin
NBA’s Oklahoma City Thunder CLICKs With Its Fans
In addition to the Thunder’s Pete Winemiller, Senior Vice President, Guest Relations and Danny Barth, Executive Vice President, Chief Administrative Officer, I was joined on the court by Gary Desja...
By Bruce Temkin
Seven Stages to a Data-Centric Mindset
Here are some tactics that analysts can use with their business partners at different stages of building a data-centric mindset: Stage 1: Resist: Try and understand the personal and professional...
By Bruce Temkin
5 Rules to Stop Employees from Gaming Your Feedback System
When an employee asks a customer to “give me a 10 on a survey or I’ll get fired,” can you really count on the accuracy of that customer’s rating? This may be an extreme example of “gaming f...
By Bruce Temkin
