Today’s interview is with Bruce Temkin, Head of the Qualtrics XM Institute. He joins me today to talk about his view on the current state of the customer experience industry, what it needs to focus on next, being acquired (twice in a few months) and what’s coming up next for him and the XM Institute.
This interview follows on from my recent interview – The removal of friction represents a huge opportunity for customer experience – Interview with Roger Dooley – and is number 304 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my chat with Bruce:
Bruce Temkini is Head of the Qualtrics XM Institute. For over 20 years, Bruce has been a central figure in the world of CX. From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011. In 2010 he created the Temkin Group, which helped large organizations create and sustain great customer experiences. Today, he heads up the XM InstituteTM at Qualtrics®, with the goal of making it the world’s premier center of excellence for all things experience management.
You can find out more about Bruce and the work that he is doing at www.qualtrics.com/xm-institute and www.experiencematters.blog. Say Hi to him and the folks at Qualtrics on Twitter @btemkin, @XM_Institute and @Qualtrics and feel free to connect with him on LinkedIn here.
Thanks to Photos Public Domain for the image.