Bruce Temkin, managing partner and customer experience transformist at Temkin Group, a customer experience research and consulting company. He is widely viewed as a leading expert in customer experience. Bruce is also the Chair and cofounder of the Customer Experience Professionals Association and author of the highly popular blog Customer Experience Matters. Previously, he spent 12 years with Forrester Research.

Latest Columns

The ROI of Customer Experience: Who Cares?

The ROI of Customer Experience: Who Cares?

Better experiences equal better ROI.

It's Time to Beef up Your Online Customer Experience

It's Time to Beef up Your Online Customer Experience

Consumers want to interact online, but companies aren't serving their needs.

Marketers, It's Time to Amplify Empathy

Marketers, It's Time to Amplify Empathy

5 ways marketers can blend empathy and analytics to more effectively connect with customers

Forget Funnels and Embrace Journey-Centric Marketing

Forget Funnels and Embrace Journey-Centric Marketing

The new realities of how customers interact with brands mean rethinking marketing.

Which Brands Are the Most (and Least) Trusted?

Which Brands Are the Most (and Least) Trusted?

It's been a bad year for TV service providers.

The Best and Worst Brands in Temkin Experience Ratings

The Best and Worst Brands in Temkin Experience Ratings

Which industries know how to satisfy their customers, and which ones have more work to do?

What Does a Bad Experience Cost Your Brand?

What Does a Bad Experience Cost Your Brand?

How the good, the bad, and the ugly customer experiences impact your business.

Marketers' Guide to the Six Laws of Customer Experience

Marketers' Guide to the Six Laws of Customer Experience

A wining customer experience starts with a winning company experience.

Marketers Need Results-Oriented Voice-of-the-Customer Programs

Marketers Need Results-Oriented Voice-of-the-Customer Programs

Mature, high-performing VoC programs comprise four main elements.

10 Customer Experience Tips for Marketers

10 Customer Experience Tips for Marketers

How marketers can align their marketing with their customers' journey.

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