Mr. Temkin Verified

Bruce Tenkin previously headed Forrester's Financial Services practice. He was responsible for the research and services delivered to Forrester's financial services clients. Mr. Temkin now pushes Forrester's offerings for Customer Experience professionals. He is a leading expert in how companies build differentiation with customer experience through corporatewide strategies and initiatives. [CR-LF][CR-LF]Mr. Temkin's personal research focuses on technology-enhanced customer relationships ? identifying the business strategies, technologies, operational processes, and organizational structures that will dramatically cut service costs and increase customer acquisition and retention. Mr. Temkin has also authored two recent Big Ideas on customer experience: Scenario Design: A Disciplined Approach To Customer Experience and The Customer Experience Value Chain. [CR-LF][CR-LF]He is a recognized expert in defining and implementing technology-enabled business strategies. He has been widely quoted in the press and is a frequent speaker on a variety of topics. Mr. Temkin has extensive experience with technology-based business ventures, managing technology-centric efforts in both large and small firms. Prior to joining Forrester, Mr. Temkin was an executive officer at a couple of startups ? including a company that built one of the first Internet-based retail brokerage applications. Before those startup experiences, he held management positions at General Electric, Stratus Computers, and Fidelity Investments. [CR-LF][CR-LF]Mr. Temkin 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.

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