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Bruce Temkin

2,540 contributions

104 followers

BRUCE TEMKIN

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Popular blogger & chair of CXPA.org
Management Consulting, Greater Boston Area

I am a customer experience transformist; helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, marketing, interaction design, customer service, and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey.

Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum.

My “title” is Managing Partner of the Temkin Group, a customer experience research and consultancy that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers.

Visit my blog: http://experiencematters.wordpress.com/

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Work Experience

Chairman
Customer Experience Professionals Association
2011 - Present
Customer Experience Transformist and Managing Partner
Temkin Group
4/2010 - Present
Author of popular blog, Customer Experience Matters
ExperienceMatters.wordpress.com
6/2007 - Present
VP and Principal Analyst, Customer Experience
Forrester Research
6/1998 - 4/2010

Education

Massachusetts Institute of Technology - Sloan School of Management, 1989
SM
MBA: Strategy And Operations
Union College, 1982
B.S.
Mechanical Engineering

Recent Activity

Report: The Economics of Net Promoter more

Added to Customer Relationship Management, Chief Marketing Officer (CMO), Customer Experience, Customer Service, Voice of the Customer 3 days ago

Advantage Rent A Car and USAA Lead in 2013 Temkin Forgiveness Ratings more

Added to Insurance Industry, Retail, Chief Marketing Officer (CMO), Customer Relationship Management, Credit Card Industry, Hospitality Industry, Customer Experience, Customer Service, Banking Industry, Airline industry 23 days ago

Customer Experience Reading List for Execs more

Added to Chief Marketing Officer (CMO), Customer Relationship Management, Chief Information Officer (CIO), Customer Experience, Customer Service 25 days ago

Happy Birthday CXPA.org! | Customer Experience Matters more

Added to Chief Marketing Officer (CMO), Customer Relationship Management, Customer Experience, Customer Service 28 days ago

Report: Social Media Benchmark, 2013 more

Added to Customer Relationship Management, Chief Marketing Officer (CMO), Mobile Industry, Social Media Marketing, Customer Experience, Customer Service, Consumer Marketing 30 days ago

Customer Experience | Customer Experience Drives Strong B2B... more

Added to Chief Marketing Officer (CMO), Customer Relationship Management, Customer Experience 31 days ago

Bezos Letter Describes Amazon’s Customer-Centric Blueprint more

Added to Chief Marketing Officer (CMO), Customer Relationship Management, Customer Experience, Customer Service, Amazon.com 32 days ago

30% of U.S. Workers Have Practical Wisdom more

Added to Customer Relationship Management, Customer Experience, Human Resource Management, Employee Engagement 39 days ago

How to Turn Customer Experience Vision into a Competitive Edge:... more

Added to Chief Marketing Officer (CMO), Customer Relationship Management, Customer Experience, Customer Service 39 days ago

4 Ways to Map Marketing to Customers' Journeys more

Added to Chief Marketing Officer (CMO), Customer Relationship Management, Customer Experience, Marketing Innovation 44 days ago

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