May 3, 2010, 10:20 AM

Customer experience analyst leaves Forrester to start his own firm

Bruce Temkin, who specialized in analyzing online customer experience at research and advisory firm Forrester Research Inc., has left to form his own consulting firm, Temkin Group.

Bruce Temkin, who specialized in analyzing online customer experience at research and advisory firm Forrester Research Inc., has left to form his own consulting firm, Temkin Group.

Temkin spent nearly 12 years at Forrester and was a vice president and principal analyst when he left. His work included creating Forrester’s Customer Experience Index, which rates the customer experience of more than 100 firms across 14 industries, Temkin says.

"There's significant opportunity for companies to improve their customer experience,” Temkin says. “But it requires a holistic effort; all the way from the CEO to each and every employee. I'm excited about the prospect of helping organizations accelerate their path to delighting customers and reaping the benefits of a more loyal customer base.”

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