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 (CXPA.org), 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: www.linkedin.com/in/brucetemkin
This video is a great introduction to a discussion with your team. That’s why we’ve created a CX Sparks guide that you can download and use to lead a stimulating discussion.
I ❤ this story. Concise, helpful, well-executed. Nice work, Bruce, and a great way to get the word out regarding areas where teams should focus. This is equally relevant for teams focused on customer-facing experiences, as well as for teams focused on “employee experience” – focus on internal and vendor touchpoints. Thank you.
Thanks for the nice comment Aaron. Happy you enjoyed the video!