About Us

Tap Into Our Experience and CX Expertise

Temkin Group is a leading customer experience (CX) research, consulting, and training firm. We help many of the world’s largest brands lead their transformational journeys towards customer-centricity and build loyalty by engaging the hearts and minds of their customers, employees, and partners. Our team combines CX thought leadership with a deep understanding of the dynamics of organizations to accelerate results. Rather than layering on cosmetic changes, we help companies embed practices within their culture and operating processes. (download brochure)
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Bruce Temkin

Bruce Temkin, CCXP Managing Partner & Customer Experience Transformist

Bruce is widely viewed as a leading expert in customer experience, leadership, and business transformation. 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.

Bruce is a Certified Customer Experience Professional.

Email: bruce@temkingroup.com

Karen Temkin

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 serves as a trustee of the Kents Hill School.

Email: karen@temkingroup.com

Aimee Lucas

Aimee Lucas, CCXP Vice President & Customer Experience Transformist

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 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.

Aimee is a Certified Customer Experience Professional.

Email: aimee@temkingroup.com

Jen Rodstrom

Jen Rodstrom, CCXP Customer Experience Transformist

Jen has more than 10 years of experience as a customer experience practitioner and a market research professional. Her areas of expertise include customer insight, voice of the customer, text analytics, and all facets of market research involving customer satisfaction, new product design, and benchmarking studies.

Prior to joining Temkin Group, Jen was a key contributor to the development and implementation of customer experience programs at Constant Contact. Here, she brought a higher level of analytic depth and understanding to the company’s voice of the customer insights, which increased the credibility, reach, and effectiveness of its customer experience initiatives. Past projects include establishing the first text analytics function, completely redesigning the customer satisfaction survey, and launching a comprehensive partner insights program for indirect sales channels. In an earlier role at Bose Corporation, Jen designed and managed an extensive voice of the customer research program that was used across all of Bose’s North American sales channels, including retail, call center, online, and customer service.

Jen holds a master’s degree from Boston University’s College of Communication, where she concentrated in applied communication research. She received her bachelor’s degree in international relations and Spanish from the University of Delaware.

Jen is a Certified Customer Experience Professional.

Email: jen@temkingroup.com

Our Four Core Beliefs

We founded Temkin Group based on the following four core beliefs:

 

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.

Improvement Requires Systematic 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.

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.

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.

 

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Client Feedback


Bruce and his team at Temkin Group are real pros. In two days they helped me feel like a customer experience expert! Incredibly simple, clear instruction, founded on proven principles and practices. And best of all - the session was collaborative and FUN. Thoroughly recommend this session to anyone who wants to become knowledgable about customer experience in record time.

Megan Kent
Founder & CEO, Megan Kent Branding Group