Bruce Temkin

Bruce D. Temkin is an American analyst, consultant, author and speaker based in Greater Boston. He is the Chair and co-founder of the Customer Experience Professionals Association (CXPA), a non-profit organization for customer experience professionals. He currently serves as the managing partner at Temkin Group, a customer experience consultancy. He is considered an expert in customer experience.

After a 12-year career, Temkin left Forrester Research in April 2010. He is credited with creating the Temkin Experience Index and Forrester’s Customer Experience Index.

Education
Temkin holds a master’s degree with major in business strategy and operations from the MIT Sloan School of Management. He also holds an undergraduate degree in mechanical engineering from Union College.

Career
After completing his MBA, Temkin joined General Electric in the marketing and customer services division as an internal consultant. He was also a part of various projects for re-engineering the customer-facing processes for GE’s Power Generation business. After leaving GE, he joined Stratus Computer's product management department, and later on built electronic channels for Fidelity Investments. He was also the co-founder and executive office of two Internet start-ups.

Currently, he is the chair of the Customer Experience Professionals Association, a non-profit organization he co-founded. Temkin is the author of Customer Experience Matters®, a blog about customer experience, branding and leadership. He was quoted in The New York Times, Los Angeles Times, Businessweek, Forbes  and Credit Union Times. Temkin is also a contributing author at CMSWire.

Forrester Research
Temkin joined Forrester Research in 1998 and worked there as a vice president and principal analyst. He led the company’s financial services, e-business, and customer experience practices. He authored many of Forrester’s research reports including Experience-Based Differentiation, The Customer Experience Journey, and Lessons Learned From 1,001 Web Site Reviews and received over 10 outstanding research awards. Temkin was Forrester's most-read analyst for 13 consecutive quarters.

Temkin is also credited with creating Forrester’s Customer Experience Index and its Voice of the Customer Award. He left Forrester Research in April 2010.

Temkin Group
After leaving Forrester in 2010, he founded Temkin Group, a research and consulting firm. Temkin currently serves as the managing partner at the firm and consults for companies. He has consulted several organizations on the business strategies, operational processes, organizational structures and leadership.

While at Temkin Group, he has written several articles and reports including The ROI of Customer Experience, The Future of Customer Experience and The Four Customer Experience Core Competencies. Temkin has also published several eBooks including The Six Laws of Customer Experience and 50 CX Tips: Simple Ideas, Powerful Results.

In 2011 he launched Temkin Group's Temkin Ratings, a series of consumer-driven ratings that evaluate companies along several dimensions every year. These ratings are available at the Temkin Ratings website.

Customer Experience Professionals Association
Temkin co-founded the Customer Experience Professionals Association (CXPA) in April 2011 and serves Chair of the organization. The CXPA is a non-profit organization for customer experience professionals. Currently, CXPA has 2,200 members with local networking groups in five countries. On October 1, 2013, the CXPA launched the Customer Experience Day and Temkin hosted a webinar with Sprint Corporation’s CEO Daniel Hesse.

Speaker
Temkin regularly delivers presentations at industry events. While working at Forrester, he was the keynote speaker for many of Forrester Research’s events.

He was a speaker at MX conference in 2009, ICUC’10 Clarabridge Customer Connections (C3) users conference in 2011, 2012, and 2013 and Customer Contact in a Consumer 2.0 World symposium in 2011. Temkin also participates in webinars. He has been a speaker at Compuware Gomez's Five Tips for Delivering Killer Online Experiences, How Text Analytics is Changing the Customer Experience in 2013, and OpenSpan sponsored The Customer Experience Imperative: A Contact Center Leader's Boot Camp for Surviving in the New Economy, a part of the Talk with the Experts series in 2013.