Biographical Information

Articles for Bruce Temkin

3 Ways to Put the Human Element into Customer Experience

Recognizing and celebrating our collective humanity is more than a lofty goal—it's good business.

5 Ways to Demonstrate Purposeful Leadership

When leaders have a clear set of values, everyone else feels confident and empowered.

Nine CX Trends to Watch

The roles of purpose and emotion join some usual suspects (mobile and self-service).

With CX, Engaged Employees Mean Everything

A customer-focused culture starts with people who feel good about their work

CX Metrics: 4 Ways to Measure Up

And 5 pitfalls to avoid as you quantify the customer journey

Apple and JetBlue Focus on Customer Emotion—and So Should You

Don't miss this crucial component of CX

The Transforming Power of Positive Psychology

Tap into this new discipline for sustainable change

To Improve Customer Experience, Engage Your Employees

For better business results, give employees the support they need

How to Create Meaningful Customer Experiences

Tap into the power of purpose, empathy, and memories.

Customer Experience Management Is on the Road to Maturity

Companies that lag behind must move from 'fluff' to 'tough.'

The Rise of Empathy

Six steps for understanding your customers.

The Six Golden Rules of Customer Experience

Providing good service is not rocket science.

7 Keys to Customer Experience

Big-picture advice for how to improve the customer experience over the next year.