Introducing Temkin Group, Customer Experience Transformation Consultancy

I am thrilled to announce the formation of a new consultancy dedicated to helping organizations become more customer-centric…

The Temkin Group was created based on four core beliefs:

  1. Customer experience drives loyalty. Our research and work with clients has shown that interactions with customers influences how much business they’ll do with you in the future and how often they recommend you to friends and colleagues.
  2. Improvement requires systemic change. Companies can improve customer interactions in isolated areas, but they can’t develop competitive advantage until customer experience is embedded in their operating fabric.
  3. It’s a journey, not a project. Building the capabilities to consistently delight customers doesn’t happen overnight. Companies need to plan for a multi-year corporate change initiative.
  4. We can help you make a difference. Transformation efforts aren’t easy, but leading your company to be more customer-centric is worth the effort. We are committed to helping our clients accelerate their results and avoid many of the bumps along the way.

The “Group” will have two initial partners: my wife Karen and me. Karen is a world-class consultant who has worked with executive teams on strategic, operational, and organizational issues for more than 20 years. As an officer at CSC Index, she ran many large-scale business re-engineering projects, including some that were highlighted in the book “Reengineering The Corporation.” Her recent work has been in the areas of governance, executive coaching, and organizational alignment.

I plan to continue as a thought leader in customer experience; uncovering best practices and disruptive trends in areas like voice of the customer, corporate culture, and leadership models. I also want to focus my energy on a much smaller group of companies than at Forrester. With deeper engagement, I hope to drive more change.  

For years people have been telling me that I should write a book. Well, I’ve been listening. I don’t yet know what the exact topic will be, but I am thrilled about getting focused on that effort.

I can’t end this post without a little bit of selling…

Let us know if you need us to review your customer experience plans, present at an executive meeting, create a training workshop, or deliver a motivational speech. While our Website and other pieces of our infrastructure are still under construction, we are ready to help you right away.

You can reach me at or Karen at

The bottom line: If customer experience matters to you, then Temkin Group can help!

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

27 thoughts on “Introducing Temkin Group, Customer Experience Transformation Consultancy”

  1. Best of luck, Bruce! I also left Forrester recently to work at Pegasystems, where we are focusing on the customer experience message as beyond CRM. I’m sure we will cross paths at some point.

  2. Congratulations to you and your wife! Can’t wait to hear about all the great things the Temkin Group will be doing.

  3. Bruce although you did not publish the organigram of the Temkin Group, working with your wife, I can tell who is the boss. I know you will be extremelly succesfull. I will be following you closely for the time the Temkin Group wants to open a subsidiary in Spain 😉


    Francisco Temkin de Sebastian

  4. Congratulation Bruce and Karen!

    What an exciting move for both of you and a great way for you to continue to carry the flag for customer experience.

    I look forward to continuing to work with you in your new endeavor.

    Every experience makes a difference!

    1. Great start. I ran accross this in a search on Customer Experience. I work as a Director of Customer and Partner Strategy for a technology firm.

      We are in the process of implementing much of the items that you have posted here. Great information.

      Thank you.

  5. That’s great news Bruce! I’ve been following your blog for several years now, and am a big fan. I’m looking forward to your new endeavors and am wishing you both great success!

  6. Bruce,
    Congrats to you and your spouse! Looking forward to seeing the new site as well as continuing to leverage the blog…’s a great resource and validation tool……appreciate all of your efforts!

  7. Congrat Bruce – I love your blog and I personally print all the great ones and wish you all the very best on your new venture.

  8. Hi everyone: Thank you so much for your nice comments and good wishes. We started the company on Tuesday and are really enjoying the fun of a new company. Our week included things like buying and assembling a desk chair, buying a couple of monitors, meeting with our Web design agency, designing our stationary, writing some proposals, a lunch meeting, and responding to a myriad of emails. We also signed up 3 clients. All in all, a really great first week.

    And, hola Curro, I love the middle name. You know how much I love Madrid!

  9. Hi Bruce and Karin,

    Congratulations on your new company. The industry needs you :). Still hope that your blog, besides your personal experience, will contain some great research as during your Forrester period.

    All the best

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