NEWS29 April 2010

Former Forrester VP unveils customer experience consultancy

New business North America

US— Former Forrester Research vice president and principal analyst Bruce Temkin has formed a consultancy that aims to help companies become more consumer-centric.

Temkin will serve as a partner of the new Temkin Group, alongside his wife Karen who has spent more than 20 years as a consultant working on strategic, operational and organisational issues.

Bruce Temkin was with Forrester for 12 years, where he managed practice areas including customer experience, financial services, e-business and B2B.

Karen Temkin’s last role was at business technology consultancy firm CSC Index, where she was in charge of running large-scale business re-engineering projects.

Bruce Temkin told Research that the firm will take a holistic approach to customer experience that will help clients on their “transformational journey”.

He said some of the services that will be on offer are operational assessments to identify opportunities for improvement, interactive training workshops, executive coaching for staff charged with leading customer experience efforts and speeches to educate organisations about the importance of CRM.