Today I talked to Bruce Temkin, speaker, thought leader, and a customer experience legend. Bruce co-founded the Customer Experience Professionals Association in 2011 and currently serves as the Head of the XM Institute. Bruce shared his thoughts on some important topics that can help empower your customer experience efforts: Bruce's transition from submarine engineer to CRM researcher at Forrester and the early days of the customer experience movement. A true story of Bruce enlightening two Australian retail executives on why CX is a must despite their current success. The ROI of CX explained philosophically and pragrmatically- Common pitfalls of CX leaders Demystifying this relatively new term: Human Experience Meet Bruce Bruce Temkin is an Experience Management (XM) visionary and is often referred to as the "Godfather of Customer Experience." He leads the Qualtrics XM Institute, which provides thought leadership and training to help organizations around the world master XM and is also building a global community of XM professionals who are radically changing the human experience. Prior to Qualtrics, Bruce led Temkin Group, which provided research, advisory, and training that helped many of the world's leading brands build customer loyalty by engaging the hearts and minds of their customers, employees, and partners. He is also the co-founder and Chairman Emeritus of the Customer Experience Professionals Association. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company's B2B, financial services, eBusiness, and customer experience practices and was the most-read analyst for 13 consecutive quarters. Bruce has a mechanical engineering degree from Union College and a master's in management from the MIT Sloan School of Management. Qualtics XM Institute https://www.xminstitute.com/team/bruce-temkin/ Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

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