Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. He has worked with hundreds of large organizations on the business strategies, operational processes, organizational structures, leadership, and culture required to create and sustain superior customer relationships.
During his 12 years with Forrester Research, Bruce led the company's B2B, financial services, and customer experience practices. As a Vice President & Principal Analyst, he was the most-read analyst for 13 consecutive quarters and was one of the most highly demanded consultants and speakers in the industry. Bruce authored many of Forrester's most popular research reports, including "Experience-Based Differentiation" and "The Customer Experience Journey." He is also the creator of Forrester's "Voice of the Customer Award" and Forrester's "Customer Experience Index." Bruce led the creation and updating of many of Forrester's customer experience evaluation methodologies and training workshops.
After leaving Forrester, Bruce founded the Temkin Group, a research and consulting firm. As the Managing Partner, he consulted for leading global companies, served as a keynote speaker at top industry events, researched customer experience trends, and authored Customer Experience Matters – one of the most popular blogs on customer experience. He is also the creator of the "Temkin Experience Index" which rates the customer experience of 100+ large organizations. Temkin Group was acquired by Qualtrics in October, 2018. The firm is a leading customer experience (CX) research, consulting, and training firm.