Bruce Temkin is a change architect who helps organizations navigate ambiguity, complexity, and uncertainty to become more human-centric. Known as the "Godfather of Customer Experience," he is an Experience Management (XM) visionary who has shaped industry mega-trends including the Internet economy, cloud computing, digital transformation, and AI. Bruce's core strength lies in forecasting technology-driven trends, anticipating their impact on humans, and providing clear, actionable advice.
Bruce is currently incubating temkinsight, a new firm focused on "Humanity@Scale." He previously created and led the Qualtrics XM Institute, providing thought leadership and training to help organizations master XM and building a global community of XM professionals. Before that, he was managing partner of Temkin Group, a research and advisory firm that guided global brands in customer-centricity and loyalty building. He co-founded and is chair emeritus of the Customer Experience Professionals Association (CXPA.org) and was a top analyst at Forrester Research.
Bruce is a dynamic keynote speaker renowned for combining deep expertise with an engaging and entertaining style, captivating audiences of all sizes.
Experiences are the cornerstone of human interaction – from the products we consume to the services we utilize and the companies we engage with. Some leaders underestimate its significance, yet the strategic management of experience is the key differentiator between success and failure. Those who aspire to lead their industries must become masters of experience design, crafting impactful interactions that resonate with their customers, employees, and partners on an emotional level. Bruce Temkin is here to show you how.
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