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
Five Questions That Drive Customer Journey Thinking
Customer journey maps (CJM) are one of the most popular CX tools and a frequent topic that people ask me about. CJMs are a representation of the steps and emotional states that a customer goes thr...
By Bruce Temkin
Why Net Promoter Score May Not Align with Business Results
I just received a great question: “Why do companies have a very healthy growth although their NPS is low and vice versa why can growth be decreasing although the NPS is very high?” I get asked ver...
By Bruce Temkin
Contact Centers Must Morph into Relationship Hubs
I originally published this content in an article on CMSWire… For years, companies have relied on their contact centers to deal with customer interactions—from technical support to requesting ...
By Bruce Temkin
Eight FAQs About Customer Journey Mapping
Here’s an example of a CJM we created to showcase the power of CJMs. Note how the journey represents the customer’s point of view and not just the company touchpoints. Often times, companies mi...
By Bruce Temkin
Three Models of B2B Customer Experience
Most of the things that are written about customer experience deals with business-to-consumer (B2C) activities. The Temkin Experience Ratings, for instance, deal solely with B2C interactions. So it...
By Bruce Temkin
6 Ds for Voice of the Customer Programs
The report identifies 20 best practices across these 6 Ds that will increasingly push companies to invest in Customer Insight and Action (CIA) platforms and force market research organizations to ra...
By Bruce Temkin
Three Characteristics of Transformational Leaders
I work with many companies aiming to become customer-centric organizations. These efforts are never easy, and they always require a multi-year journey. In order for an organization to sustain a chang...
By Bruce Temkin
The 6 Levels of Proactive Support
I’ve noticed a lot of discussion lately around proactive support. A host of technologies (analytics, alerts, mobile, etc.) are creating new ways for companies to better help customers with the...
By Bruce Temkin
Customer Responses, from Angry to Adoring
Every time customers interact with your company, they have some emotional reaction to the event. While there are many, many ways to look at an individual’s reaction to a situation, the Temkin Grou...
By Bruce Temkin
Your Customers Don’t Really Care That Much About You
Many times when I’m working with companies on their customer experience efforts, I run into the same problem: “self-centeredness.” This isn’t a character flaw of Forrester clients, just a b...
By Bruce Temkin
