Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. During his more than ten years with Forrester, Bruce has led the company's business-to-business, financial services, and customer experience practices.
Bruce’s research focuses on the business strategies, operational processes, organizational structures, and culture required to create and sustain superior customer relationships. For the past 2.5 years, Bruce has been Forrester’s highest read analyst and has authored several Forrester’s most popular research reports on customer experience, including: "Experience-Based Differentiation," and “The Customer Experience Journey.” He is also the creator of Forrester’s Customer Experience Index, which rates more than 100 firms on their overall customer experience.
Bruce is the author of the blog Customer Experience Matters (experiencematters.wordpress.com) which is one of the most popular blogs dealing with customer experience. He regularly posts insights on topics such as customer experience, branding, and leadership.
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 of Forrester’s Forums and other industry events. He was recently the keynote speaker at Forrester's inaugural Customer Experience Forum.
Prior to joining Forrester, Bruce was a founder and executive officer at a couple of startups. Before those startup experiences, he held management positions at General Electric, Stratus Computers, and Fidelity Investments. Bruce holds a master's degree from the MIT Sloan School of Management, where he concentrated in business strategy and operations. He also holds a bachelor of science degree in mechanical engineering from Union College.