Bruce Temkin

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Customer Experience

Bruce Temkin, CCXP, is managing partner and Customer Experience Transformist at the Temkin Group.

Bruce is widely viewed as a customer experience visionary. He has helped hundreds of large organizations on define and accelerate their customer experience journeys. He is also the Chairman Emeritus and co-founder of the Customer Experience Professionals Association.

Bruce’s research focuses on identifying current and emerging best practices. He has published seminal reports such as The ROI of Customer Experience, The Future of Customer Experience and The Four Customer Experience Core Competencies. He uses this insight to advise companies on their customer experience journeys, identifying opportunities for sustainable breakthrough performance.

Bruce is the author of the blog Customer Experience Matters® a popular blog on customer experience. He regularly posts insights on topics such as customer experience, corporate culture, branding and leadership.

Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company’s financial services, e-business and customer experience practices. He authored many of Forrester’s most popular research reports and was the most-read analyst for 13 consecutive quarters and created Forrester’s Customer Experience Index.

Combining humor and entertaining stories with deep customer experience insights, Bruce is a highly demanded public speaker. He regularly delivers keynote speeches at corporate and industry events. Bruce is also widely quoted in the press.

Bruce holds a master’s degree from the MIT Sloan School of Management, where he concentrated in business strategy and operations. He also holds an undergraduate degree in mechanical engineering from Union College.

Bruce’s recent tweets