Bruce D. Temkin
Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. During his ten years with Forrester, Bruce has led the company's business-to-business, financial services, and customer experience practices.
His research focuses on the business strategies, operational processes, organizational structures, and culture required to create and sustain superior customer relationships. Bruce has consistently been Forrester's highest read analyst and has authored several Forrester's most popular research reports on customer experience, including: "Scenario Design: A Disciplined Approach To Customer Experience," "The Customer Experience Value Chain," and "Experience-Based Differentiation." He is also the creator of Forrester's Customer Experience Index, which rates more than 100 firms on their overall customer experience.
Bruce is also the author of the blog Customer Experience Matters (experiencemattters.wordpress.com) which is one of the most popular blogs dealing with customer experience. He regularly posts insights on topics like customer experience, branding, and leadership. You can download his free 11 page book called "The 6 Laws Of Customer Experience" from the site.
Bruce has extensive experience with technology-based business ventures, managing customer-facing efforts in both large and small firms. Prior to joining Forrester, Bruce was a founder and executive officer at a couple of startups. Before those startup experiences, he held management positions at General Electric, Stratus Computers, and Fidelity Investments.
Bruce has been widely quoted in the press, including such media outlets as New York Times, Los Angeles Times, and BusinessWeek. An accomplished public speaker, Bruce also has delivered keynote speeches at many of Forrester's Forums and other industry events.
Bruce holds a master's degree from the MIT Sloan School of Management, where he concentrated in business strategy and operations. He also holds a bachelor of science degree in mechanical engineering from Union College.
