Building A Modern CX Program: A Discussion With Bruce Temkin & Brian Stucki

Brian Stucki

Brian has 15 years of experience working in both client service and industry roles spanning finance, strategy and operations disciplines.  Over the last decade, Brian has focused his career on the Customer Experience (CX) market.  Brian joined Qualtrics from Bain & Company, where he led the strategy and design of global CX programs.  He now leads the CustomerXM business for Qualtrics with responsibility for product development, product marketing, services and the XM Institute.  Over 2,300 organizations across the globe use Qualtrics CustomerXM solutions to power systems of action that improve customer experience and business performance.

Bruce Temkin

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.