Biographical Information
Articles for Bruce Temkin
3 Ways to Put the Human Element into Customer Experience
01 May 2018
Recognizing and celebrating our collective humanity is more than a lofty goal—it's good business.
5 Ways to Demonstrate Purposeful Leadership
31 Oct 2017
When leaders have a clear set of values, everyone else feels confident and empowered.
Nine CX Trends to Watch
28 Apr 2017
The roles of purpose and emotion join some usual suspects (mobile and self-service).
With CX, Engaged Employees Mean Everything
01 Nov 2016
A customer-focused culture starts with people who feel good about their work
CX Metrics: 4 Ways to Measure Up
01 Jun 2016
And 5 pitfalls to avoid as you quantify the customer journey
Apple and JetBlue Focus on Customer Emotion—and So Should You
01 Apr 2016
Don't miss this crucial component of CX
The Transforming Power of Positive Psychology
01 Nov 2015
Tap into this new discipline for sustainable change
To Improve Customer Experience, Engage Your Employees
01 May 2015
For better business results, give employees the support they need
How to Create Meaningful Customer Experiences
01 Nov 2014
Tap into the power of purpose, empathy, and memories.
Customer Experience Management Is on the Road to Maturity
01 Aug 2014
Companies that lag behind must move from 'fluff' to 'tough.'
The Rise of Empathy
01 May 2014
Six steps for understanding your customers.
The Six Golden Rules of Customer Experience
01 Feb 2014
Providing good service is not rocket science.
7 Keys to Customer Experience
01 Dec 2009
Big-picture advice for how to improve the customer experience over the next year.