Bruce Temkin is widely viewed as a leading expert in how large organizations build differentiation with customer experience. During his more than ten years with Forrester, Bruce has led the company's business-to-business, financial services, and customer experience practices. His research focuses on the business strategies, operational processes, organizational structures, and culture required to create and sustain superior customer relationships. He has consistently been Forrester's highest-read analyst and has authored several of Forrester's most popular research reports on customer experience. Bruce is also the creator of Forrester's Customer Experience Index, which rates more than 100 firms on their overall customer experience, and is the author of the Customer Experience Matters blog, one of the most popular blogs dealing with customer experience. Widely quoted in press outlets such as The New York Times, Los Angeles Times, and BusinessWeek, Bruce is also an accomplished public speaker. Bruce holds a bachelor's degree in mechanical engineering from Union College and a master's degree from the MIT Sloan School of Management.

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