Bruce Temkin is a world-class highly engaging entertaining speaker who helps large organizations improve their business results by changing how they deal with customers.
Bruce Temkin is Managing Partner of the Temkin Group, a customer experience consultancy that helps organizations become more customer-centric. His goal is simply to accelerate the path to delighting customers. As part of helping businesses change how they deal with their customers, he examines strategy, marketing, interaction design, customer service, and leadership practices. He is passionate about spotting emerging best practices and helping companies master them. The company is based on four beliefs;
‘Customer experience drives loyalty’, ‘Improvement requires systemic change’, ‘It’s a journey, not a project’ and ‘We can help you make a difference’.
Bruce is the author of one of the most popular blogs on customer experience called Customer Experience Matters where he regularly posts insights on branding and leadership.
He is also co-founder and Chair of the Customer Experience Professionals Association (CXPA.org) a global non-profit organization dedicated to the advancement of customer experience management practices. Here individual members can develop, manage optimize, and envisage how organizations interact with their customers. CXPA includes customer experience practitioners within companies, vendors who support customer experience efforts, and other stakeholders in the industry. CXPA also supports the professional development of its members and advances the field by providing research and education, developing standards, offering networking opportunities, promoting the industry, and creating a better understanding of the discipline of customer experience.
Prior to founding the Temkin Group Brian was Vice President & Principal Analyst at Forrester Research focusing on customer experience. He managed several of the firm’s practice areas including customer experience, financial services, eBusiness, and B2B.
Brian holds an MBA from MIT Sloan School. He has delivered hundreds of speeches to audiences ranging from small, intimate groups to large stage events in front of thousands of people. He was the keynote speaker for many of Forrester Research’s largest events and was the highest ranked speaker at Forrester’s inaugural Customer Experience Forum and Forrester’s European Marketing Forum.
- Retail financial services
- Marketing strategy
- Product management
- Customer experience strategy