Bruce Temkin Email & Phone Number

Boca Raton, Fl, Us

temkinsight is dedicated to Humanity@Scale (H@S).What is H@S? A movement to encourage the creation of mindsets and systems that propel the positive evolution of human engagement.The world is at a critical juncture in its history. The combination of technology accelerated by AI and interconnectivity can either be used to coerce and further polarize people, or it can be used to enhance human existence. H@S will push the world to flourish by educating, inspiring, and empowering people.I am taking a few months to further define the H@S vision and to identify the activities that we will undertake to achieve that vision.I am available as a KEYNOTE SPEAKER to engage audiences around topics such as the evolution of humanity; AI and human engagement; and the future of experience management, customer experience, and employee experience.

Boston, Us

I architected, established, and lead the Qualtrics XM Institute, creating the world’s most comprehensive resource for Experience Management (XM) Professionals. Our mission was to build a thriving global community of XM professionals who are empowered and inspired to radically improve human experiences. Day-to-day, I worked with our amazing Institute team, to research trends and best practices, published thought leadership, spoke at online and in-person events around the world, advised executives, and hopefully inspired the world to make quantum improvements in human experience. During my leadership tenure we:> Designed, launched and maintain XMinstitute.com, the most robust library of valuable content for XM professionals> Designed, launched, and maintain XM Pros, which is a global community of more than 8,000 XM leaders who come together to learn, connect, and advance their careers> Designed, launched, and maintain the "XM Professional (XMP) Certification," and "XM Fundamentals (XMF) Certification" which are the premier credentials in the Experience Management field> Generated nearly $100M in annual pipeline for Qualtrics by speaking at events and leading Masterclasses

I led the Experience Management movement with decades of blog posts about all aspects of customer experience, employee experience, brand experience, and product experience. My posts examined how organizations can treat people in ways that help them achieve their objectives, while exploring domains such as leadership, human behavior, organizational culture, experience design, organizational culture, and business transformation.In July 2020, the blog became part of the overall XM Institute website, and can now be found at xminstitute.com/blog.

Waban, Ma, Us

Temkin Group was acquired by Qualtrics in October, 2018. Temkin Group was a leading customer experience (CX) research, consulting, and training firm. We helped many of the world’s largest brands lead their transformational journeys towards customer-centricity and build loyalty by engaging the hearts and minds of their customers, employees, and partners. During my leadership tenure we:> Established a well-known and highly respected global brand in the CX field. CX professionals around the world regularly used and referenced our thought leadership> Created "Temkin Ratings," which were a series of experience management industry benchmarks, including customer experience, trust, and Net Promoter Score, that companies used to gauge their competitive performance> Developed the first robust CX maturity model, based around four competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Promises, and Customer Connectedness> Developed and led workshops around topics such as building CX fundamentals, journey mapping, experience design, and driving employee engagement > Advised senior executive teams at large organizations about their CX strategy and plans, and helped tech companies develop and improve their product and marketing efforts> Delivered highly-rated keynote speeches at many of the industry's largest events

Minneapolis, Minnesota, Us

After envisioning the need for a CX “profession,” I architected, launched, and led the Customer Experience Professionals Association (CXPA.org), a global non-profit organization dedicated to the advancement of customer experience management.As co-founder of the CXPA, I designed the structure of the association, developed the bylaws, hired the association management company, established the board of directors, recruited sponsors, developed the pricing and offerings, recruited both individual and corporate members, and launched the association.As the Chair and CEO for the organization’s initial 5 years, I oversaw the creation of the CXPA's offerings and operating model and built it into a thriving global association. During my leadership tenure we:> Built a strong, vibrant, and financially robust community, growing the organization to more than 4,000 members around the world with an annual budget of $1.2 million> Designed and established the first-ever industrywide professional certification “Certified Customer Experience Professional” (CCXP)> Designed and established a global network of "local chapters" that hold ongoing events> Designed and established "CX Day," a global celebration of customer experience and the professionals who make it happen on the 1st Tuesday in October.> Built a robust foundation of offerings, including the CXPA’s "Insight Exchange," the association’s popular annual conference that is built around unique Member-to-Member (M2M) content, and "CX Experts," a panel of CX thought leaders

Cambridge, Ma, Us

While at Forrester, I managed several research/advisory organizations, including Customer Experience, Financial Services, CRM, eBusiness, and B2B. Some of my results include:> Established Forrester's practice focusing on enterprise-wide customer experience, publishing several "Forrester Big Ideas" on customer experience including, "The Customer Experience Value Chain," "The Customer Experience Journey," and "Experience-Based Differentiation." > Created Forrester's Customer Experience Index and Voice of the Customer Award> Led the economic modeling that was used to project the size of the Internet economy> Developed several new advisory products, including a cross-channel experience review and design persona workshop> Advised hundreds of companies on their strategy and plans for using new and emerging technologies> Advised dozens of tech companies about their product and marketing plans> Won more than a dozen best research awards> Regularly earned the highest rating as keynote speaker across many Forrester events> Earned the position of most-read Forrester analyst for 13 consecutive quarters

Led operations and technical development for two Internet startups. During my leadership tenure we:> Built the first Internet-based retail brokerage system> Setup operations in U.S., Japan, China, and Israel to process and distribute Japanese business information

Boston, Ma, Us

Led group building technology linkages to Fidelity’s institutional clients, including product management, engineering, QA, and brokerage operations teams.> Built several new technologies, including first-ever money fund trading system on Bloomberg, omnibus asset allocation rebalancing system, treasury laddering system, and integration with bank trust systems> Established brokerage operations for handling omnibus rebalancing transactions

My earlier experiences include:> Internal consultant at General Electric where I led the first ever Six Sigma projects, participated in creating a self-managed workforce in a large Power Generation manufacturing plant, analyzed global customer service for the plastics business, and facilitated Work-Out sessions across business units to streamline operation and eliminate waste> Product manager at Stratus Computers where I led the development, pricing, and launch of several lines of fault-tolerant computers> Engineer and program manager for the US Navy and a naval contractor where I designed submarine missile systems and managed a $20 million line of business focused on manufacturing expendable submarine sonar devices

Sm, Mba: Strategy And Operations

Education record

B.S., Mechanical Engineering