Bruce Temkin
Head of Qualtrics XM Institute at Qualtrics XM Institute- Claim this Profile
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Bio
Natalie Schneider
Bruce and Aimee helped us craft our culture strategy and portfolio of tactics that we have been executing against for the past year. They were incredibly insightful and thoughtful in their approach and exhibited great organizational instincts - helping us secure stakeholder buy-in and thinking through the appropriate timing to ensure that we were successful. Oh, and did I mentioned that they are also incredibly nice!
Greg Theriault
Over several years, I have had the opportunity to work with Bruce and observe and evaluate his thought leadership as an analyst and as a leader. Bruce is passionate, honest, pragmatic, funny and incredibly insightful into clients problems and needs around business and technology. He's always willingness to examine a clients issues and listen closely to the thier questions and concerns. This sets him far apart from many in the field.
Natalie Schneider
Bruce and Aimee helped us craft our culture strategy and portfolio of tactics that we have been executing against for the past year. They were incredibly insightful and thoughtful in their approach and exhibited great organizational instincts - helping us secure stakeholder buy-in and thinking through the appropriate timing to ensure that we were successful. Oh, and did I mentioned that they are also incredibly nice!
Greg Theriault
Over several years, I have had the opportunity to work with Bruce and observe and evaluate his thought leadership as an analyst and as a leader. Bruce is passionate, honest, pragmatic, funny and incredibly insightful into clients problems and needs around business and technology. He's always willingness to examine a clients issues and listen closely to the thier questions and concerns. This sets him far apart from many in the field.
Natalie Schneider
Bruce and Aimee helped us craft our culture strategy and portfolio of tactics that we have been executing against for the past year. They were incredibly insightful and thoughtful in their approach and exhibited great organizational instincts - helping us secure stakeholder buy-in and thinking through the appropriate timing to ensure that we were successful. Oh, and did I mentioned that they are also incredibly nice!
Greg Theriault
Over several years, I have had the opportunity to work with Bruce and observe and evaluate his thought leadership as an analyst and as a leader. Bruce is passionate, honest, pragmatic, funny and incredibly insightful into clients problems and needs around business and technology. He's always willingness to examine a clients issues and listen closely to the thier questions and concerns. This sets him far apart from many in the field.
Natalie Schneider
Bruce and Aimee helped us craft our culture strategy and portfolio of tactics that we have been executing against for the past year. They were incredibly insightful and thoughtful in their approach and exhibited great organizational instincts - helping us secure stakeholder buy-in and thinking through the appropriate timing to ensure that we were successful. Oh, and did I mentioned that they are also incredibly nice!
Greg Theriault
Over several years, I have had the opportunity to work with Bruce and observe and evaluate his thought leadership as an analyst and as a leader. Bruce is passionate, honest, pragmatic, funny and incredibly insightful into clients problems and needs around business and technology. He's always willingness to examine a clients issues and listen closely to the thier questions and concerns. This sets him far apart from many in the field.
Credentials
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XM Professional Certification (XMP)
Qualtrics XM InstituteFeb, 2021- Nov, 2024 -
Certified Customer Experience Professional
Customer Experience Professionals Association
Experience
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Qualtrics XM Institute
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United States
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Think Tanks
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1 - 100 Employee
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Head of Qualtrics XM Institute
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Oct 2018 - Present
I lead the Qualtrics XM Institute, which is the world’s most comprehensive resource for Experience Management (XM) Professionals. Our mission is to build a thriving global community of XM professionals who are empowered and inspired to radically improve their organization's ability to create breakthrough experiences. We designed, launched, and maintain XMinstitute.com, the most robust library of useful content for XM professionals. The Institute runs the XM Professionals Network, which… Show more I lead the Qualtrics XM Institute, which is the world’s most comprehensive resource for Experience Management (XM) Professionals. Our mission is to build a thriving global community of XM professionals who are empowered and inspired to radically improve their organization's ability to create breakthrough experiences. We designed, launched, and maintain XMinstitute.com, the most robust library of useful content for XM professionals. The Institute runs the XM Professionals Network, which is a free community of XM leaders who come together to learn, connect, and advance their careers. We also launched and administer the XM Professional (XMP) Certification, which is the premier credential in the field. Day-to-day, I work with our amazing Institute team, research trends and best practices, publish thought leadership, speak at online and in-person events, advise executives, and hopefully inspire the world to make quantum improvements in human experience. Show less I lead the Qualtrics XM Institute, which is the world’s most comprehensive resource for Experience Management (XM) Professionals. Our mission is to build a thriving global community of XM professionals who are empowered and inspired to radically improve their organization's ability to create breakthrough experiences. We designed, launched, and maintain XMinstitute.com, the most robust library of useful content for XM professionals. The Institute runs the XM Professionals Network, which… Show more I lead the Qualtrics XM Institute, which is the world’s most comprehensive resource for Experience Management (XM) Professionals. Our mission is to build a thriving global community of XM professionals who are empowered and inspired to radically improve their organization's ability to create breakthrough experiences. We designed, launched, and maintain XMinstitute.com, the most robust library of useful content for XM professionals. The Institute runs the XM Professionals Network, which is a free community of XM leaders who come together to learn, connect, and advance their careers. We also launched and administer the XM Professional (XMP) Certification, which is the premier credential in the field. Day-to-day, I work with our amazing Institute team, research trends and best practices, publish thought leadership, speak at online and in-person events, advise executives, and hopefully inspire the world to make quantum improvements in human experience. Show less
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Customer Experience Professionals Association (CXPA)
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United States
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Non-profit Organizations
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100 - 200 Employee
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Co-Founder and Chairman Emeritus
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2011 - Present
I envisioned the need for a CX “profession,” so 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 individual… Show more I envisioned the need for a CX “profession,” so 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 individual members, and signed up corporate members. 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 tenure, we: • Built a strong, vibrant, and financially robust community, growing the organization to more than 4,000 members with an annual budget of $1.2 million. • Created the first-ever industrywide professional certification “Certified Customer Experience Professional.” • Created CX Day, a global celebration of customer experience and the professionals who make it happen on the 1st Tuesday in October. • Created the CXPA’s Insight Exchange, the association’s popular annual conference that is built around unique Member-to-Member (M2M) content. • Created infrastructure that enables Local Networking Events across dozens of cities around the world. • Created CX Experts, a panel of CX thought leaders that provides answers to questions submitted by members. • Envisioned and led the design of many other efforts such as CX Tools (downloadable tools shared by CX professionals), Mentor Match (facilitating mentorship connections for members), and webinar series. Show less I envisioned the need for a CX “profession,” so 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 individual… Show more I envisioned the need for a CX “profession,” so 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 individual members, and signed up corporate members. 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 tenure, we: • Built a strong, vibrant, and financially robust community, growing the organization to more than 4,000 members with an annual budget of $1.2 million. • Created the first-ever industrywide professional certification “Certified Customer Experience Professional.” • Created CX Day, a global celebration of customer experience and the professionals who make it happen on the 1st Tuesday in October. • Created the CXPA’s Insight Exchange, the association’s popular annual conference that is built around unique Member-to-Member (M2M) content. • Created infrastructure that enables Local Networking Events across dozens of cities around the world. • Created CX Experts, a panel of CX thought leaders that provides answers to questions submitted by members. • Envisioned and led the design of many other efforts such as CX Tools (downloadable tools shared by CX professionals), Mentor Match (facilitating mentorship connections for members), and webinar series. Show less
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Blogger: Experience Matters
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Jun 2007 - Present
Since 2007, I have been writing posts about all aspects of experience management, including customer experience, employee experience, brand experience, and product experience. I continue to explore how organizations can treat people in ways that help them achieve their objectives. This requires 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… Show more Since 2007, I have been writing posts about all aspects of experience management, including customer experience, employee experience, brand experience, and product experience. I continue to explore how organizations can treat people in ways that help them achieve their objectives. This requires 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. Show less Since 2007, I have been writing posts about all aspects of experience management, including customer experience, employee experience, brand experience, and product experience. I continue to explore how organizations can treat people in ways that help them achieve their objectives. This requires 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… Show more Since 2007, I have been writing posts about all aspects of experience management, including customer experience, employee experience, brand experience, and product experience. I continue to explore how organizations can treat people in ways that help them achieve their objectives. This requires 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. Show less
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Temkin Group
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United States
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Business Consulting and Services
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1 - 100 Employee
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Chief Experience Officer and Managing Partner
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Apr 2010 - Oct 2018
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. Change isn't easy, but our expertise in customer experience, leadership, and cultural change helped companies accelerate their… Show more 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. Change isn't easy, but our expertise in customer experience, leadership, and cultural change helped companies accelerate their path to delighting customers (and building more engaged employees). We combined customer experience thought leadership with deep insights into the dynamics of large organizations. We worked with executive teams at large organizations and regularly provided informative and inspirational speeches at industry and company events. Show less 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. Change isn't easy, but our expertise in customer experience, leadership, and cultural change helped companies accelerate their… Show more 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. Change isn't easy, but our expertise in customer experience, leadership, and cultural change helped companies accelerate their path to delighting customers (and building more engaged employees). We combined customer experience thought leadership with deep insights into the dynamics of large organizations. We worked with executive teams at large organizations and regularly provided informative and inspirational speeches at industry and company events. Show less
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Forrester
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United States
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Research Services
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700 & Above Employee
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VP and Principal Analyst
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Jun 1998 - Mar 2010
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." I was the most-read Forrester analyst for 13 consecutive quarters. I created Forrester's Customer Experience Index and Voice of the Customer Award, and oversaw the development of many Forrester products including its… Show more 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." I was the most-read Forrester analyst for 13 consecutive quarters. I created Forrester's Customer Experience Index and Voice of the Customer Award, and oversaw the development of many Forrester products including its cross-channel experience review and design persona workshop. While at Forrester, I also managed several research/advisory organizations, including Customer Experience, Financial Services, CRM, eBusiness, and B2B. Show less 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." I was the most-read Forrester analyst for 13 consecutive quarters. I created Forrester's Customer Experience Index and Voice of the Customer Award, and oversaw the development of many Forrester products including its… Show more 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." I was the most-read Forrester analyst for 13 consecutive quarters. I created Forrester's Customer Experience Index and Voice of the Customer Award, and oversaw the development of many Forrester products including its cross-channel experience review and design persona workshop. While at Forrester, I also managed several research/advisory organizations, including Customer Experience, Financial Services, CRM, eBusiness, and B2B. Show less
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Chief Operating Officer
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Mar 1995 - May 1998
Led operations and technical development for two Internet startups. Built the first Internet-based retail brokerage system. Setup operations in U.S., Japan, China, and Israel to distribute business information. Led operations and technical development for two Internet startups. Built the first Internet-based retail brokerage system. Setup operations in U.S., Japan, China, and Israel to distribute business information.
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Fidelity Investments
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United States
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Financial Services
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700 & Above Employee
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Senior Director of Strategic Decisions
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Jan 1993 - Feb 1995
Led group building technology linkages to Fidelity’s institutional clients, including product management, engineering, QA, and brokerage operations teams. Built first-ever money fund trading system on Bloomberg, omnibus asset allocation rebalancing system, treasury laddering system, and integration with trust systems. Led group building technology linkages to Fidelity’s institutional clients, including product management, engineering, QA, and brokerage operations teams. Built first-ever money fund trading system on Bloomberg, omnibus asset allocation rebalancing system, treasury laddering system, and integration with trust systems.
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Education
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MIT Sloan School of Management
SM, MBA: Strategy And Operations -
London Business School
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Union College
B.S., Mechanical Engineering
