About Us

Bruce Temkin, Managing Partner & Customer Experience Transformist

Bruce is widely viewed as a leading expert in customer experience. He has worked with hundreds of large organizations on defining and accelerating their customer experience journeys. He is also the Chair and co-founder of the Customer Experience Professionals Association.

Bruce’s research focuses on identifying current and emerging best practices. He has published seminal reports such as The ROI of Customer Experience, The Future of Customer Experience, and The Four Customer Experience Core Competencies. He uses this insight to advise companies on their customer experience journeys, identifying opportunities for sustainable breakthrough performance.

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.

Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company’s financial services, e-business, and customer experience practices. As a VP and Principal Analyst, he authored many of Forrester’s most popular research reports and was the most-read analyst for 13 consecutive quarters. Bruce also created Forrester’s Customer Experience Index and its Voice of the Customer Award.

As an executive officer and co-founder of two Internet start-ups, he led the development of the first purely Internet-based retail brokerage system and developed a global translation operation in the US, China, Israel, and Japan. He also held management positions at General Electric, Fidelity Investments, and Stratus Computers.

Combining humor and entertaining stories with deep customer experience insights, Bruce is a highly demanded public speaker. He regularly delivers keynote speeches at many corporate and industry events. Bruce is also widely quoted in the press.

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.

Aimee Lucas, Customer Experience Analyst

Aimee has over 15 years of experience improving service delivery and transforming the customer experience through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, instructional design and training.

Prior to joining The Temkin Group, Aimee was responsible for implementing the client experience strategy and managing the Voice of the Customer (VOC) program for one of the top 10 public accounting and consulting firms in the US. Her work included planning and managing strategic initiatives collaborating with cross-functional teams to introduce ‘new-to-company’ functions and improvements. Past projects include starting the firm’s internal market research function, managing the design and implementation of its sales and relationship management process, and delivering instructional design and training services across the organization.

Aimee is a graduate of the University of Notre Dame with a bachelor’s degree in marketing management. In her free time, she volunteers as a marathon coach for the Leukemia and Lymphoma Society’s Team in Training program.