XM Knowledge Base
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
Experience management 101: The what, why, and how of XM
As the ever-increasing flow of information shifts power from organizations into the hands of individuals, businesses must reassess how they operate. They must continuously learn what customers, employ...
By Bruce Temkin
Three phases for heading back to business
Originally published on Forbes.com I’ve studied human behavior for decades, examining how people respond to their environment as customers, employees, and leaders. Humans are amazingly resilient...
By Bruce Temkin