ABOUT US – Tap Into Our Experience
WHO WE ARE
OUR FOUR KEY BELIEFS
WHO WE ARE
The Temkin Group partners combine customer experience thought leadership with a deep understanding of the dynamics of large organizations to help senior executives accelerate their customer experience efforts.
Bruce Temkin, Managing Partner
Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. He has worked with hundreds of large organizations on the business strategies, operational processes, organizational structures, leadership, and culture required to create and sustain superior customer relationships.
Bruce is the author of the blog Customer Experience Matters which is one of the most popular blogs on customer experience. He regularly posts insights on topics such as customer experience, branding, and leadership.
During his 12 years with Forrester Research, Bruce led the company’s B2B, financial services, and customer experience practices. As a Vice President & Principal Analyst, he was the most-read analyst for 13 consecutive quarters and was one of the most highly demanded consultants and speakers in the industry. Bruce authored several Forrester’s most popular research reports, including: “The Customer Experience Value Chain,” “Experience-Based Differentiation,” and “The Customer Experience Journey.” He is also the creator of Forrester’s “Voice of the Customer Award” and Forrester’s “Customer Experience Index” which rates more than 100 firms on their overall customer experience.
Bruce led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops. He is an expert experience evaluator; having reviewed the interactions of hundreds of companies. He has extensive experience evaluating Web, phone, email, retail, out-of-box, and cross-channel interactions.
Bruce has been widely quoted in the press, including such media outlets as New York Times, Los Angeles Times, and Business Week. An accomplished public speaker, Bruce has delivered keynote speeches at many company and industry events.
Bruce holds a master’s degree from the MIT Sloan School of Management, where he concentrated in business strategy and operations. He also holds an undergraduate degree in mechanical engineering from Union College.
Karen Temkin, Partner
Karen Temkin has more than 20 years of experience as a management consultant working with executive teams to structure complex problems into action and results. Her expertise cuts across the domains of business strategy, program management and organizational effectiveness. She has worked in a variety of industries including financial services, healthcare, consumer products, technology and education.
Karen helps management teams clarify their ambitions and uncover obstacles to their organization’s success. Her projects have included re-engineering the administrative processes for one of the world’s most prestigious universities, defining an emerging services model for a major medical equipment manufacturer, and redefining the governance and operating models for a financial services advisory firm.
In an earlier role as a Vice President at CSC Index, Karen was a pioneer in building the firm’s ground-breaking reengineering practice, and was recognized by being awarded the prestigious “Plum Award” for delivering outstanding client value. Michael Hammer and James Champy featured her work in the bestseller, Reengineering the Corporation.
Karen holds a master’s degree from the MIT Sloan School of Management, where she concentrated in operations management. She also holds an undergraduate degree in philosophy from Mount Holyoke College. She is active in the community and has served on the executive committee of Temple Beth Elohim and the board of Newton Schools Foundation.
OUR FOUR CORE BELIEFS
We founded Temkin Group based on the following four core beliefs:
1—Customer experience drives loyalty
Our research and work with clients has shown that interactions with customers influence how much business they will do with you in the future and how often they will recommend you to friends and colleagues.
2—Improvement requires systemic change
Companies can improve customer interactions in isolated areas, but they don’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 program.
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 obstacles along the way.
