About Us

Tap Into Our Experience and CX Expertise

Temkin Group is a leading customer experience (CX) research, consulting, and training firm. We help many of the world’s largest brands lead their transformational journeys towards customer-centricity and build loyalty by engaging the hearts and minds of their customers, employees, and partners. In addition to what you can learn on this site, you can find many of our ongoing insights on the Customer Experience Matters blog, see our benchmarking of large companies on the Temkin Ratings website, and view our companywide online training at the CX Institute website. This video highlights some of the many ways that we can accelerate your CX journey. You can also download our company overview (.pdf).

Meet Our Great Team

Our team combines CX thought leadership with a deep understanding of the dynamics of organizations to help our clients accelerate results.

Bruce Temkin, CCXP Managing Partner & Customer Experience Transformist

Bruce Temkin is a customer experience visionary and is often referred to as the “Godfather of Customer Experience.” He has been credited with the creation of the customer experience movement and has helped hundreds of organizations transform their customer experience.

Bruce is the past chair and co-founder of the Customer Experience Professionals Association (www.CXPA.org). He is also the author of Customer Experience Matters®, which is one of the most popular blogs on customer experience, where he regularly covers topics such as customer experience, culture, branding, and leadership.

As managing partner of Temkin Group, Bruce leads the company’s research, consulting, and training efforts that help many of the world’s leading brands build customer loyalty by engaging the hearts and minds of their customers, employees, and partners. Temkin Group also publishes one of the most comprehensive benchmarks of customer experience, the Temkin Experience Ratings.

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. He was the most-read analyst for 13 consecutive quarters and created Forrester’s Customer Experience Index.

As an executive officer and co-founder of two Internet start-ups, he led the development of the first purely Internet-based retail brokerage system. He also held management positions at General Electric, Fidelity Investments, and Stratus Computers.

Combining humor and entertaining stories with deep expertise, Bruce is a highly demanded keynote speaker. He is also regularly quoted in the press.

Bruce holds a master’s degree from the MIT Sloan School of Management, where he concentrated in business strategy and operations. He also holds an undergraduate degree in mechanical engineering from Union College.

Bruce is a Certified Customer Experience Professional.

Email: bruce@temkingroup.com

See all of Bruce’s research

Karen Temkin Partner

Karen Temkin has more than 20 years of experience as a management consultant working with executive teams to structure complex problems into action and results. Her expertise cuts across the domains of business strategy, program management, and organizational effectiveness. She has worked in a variety of industries including financial services, healthcare, consumer products, technology, and education.

Karen helps management teams clarify their ambitions and uncover obstacles to their organization’s success. Her projects have included re-engineering the administrative processes for one of the world’s most prestigious universities, defining an emerging services model for a major medical equipment manufacturer, and redefining the governance and operating models for a financial services advisory firm.

In an earlier role as a Vice President at CSC Index, Karen was a pioneer in building the firm’s ground-breaking reengineering practice, and was recognized by being awarded the prestigious “Plum Award” for delivering outstanding client value. Michael Hammer and James Champy featured her work in the bestseller, Reengineering the Corporation.

Karen is certified in positive psychology from the Whole Being Institute. She holds a master’s degree from the MIT Sloan School of Management, where she concentrated in operations management. She also holds an undergraduate degree in philosophy from Mount Holyoke College. She serves as a trustee of the Kents Hill School.

Email: karen@temkingroup.com

Aimee Lucas, CCXP Vice President & Customer Experience Transformist

Aimee has over 15 years of experience improving service delivery and transforming the customer experience through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, instructional design and training.

Prior to joining Temkin Group, Aimee was responsible for implementing the client experience strategy and managing the Voice of the Customer (VOC) program for one of the top 10 public accounting and consulting firms in the US. Her work included planning and managing strategic initiatives collaborating with cross-functional teams to introduce ‘new-to-company’ functions and improvements. Past projects include starting the firm’s internal market research function, managing the design and implementation of its sales and relationship management process, and delivering instructional design and training services across the organization.

Aimee is a graduate of the University of Notre Dame with a bachelor’s degree in marketing management. In her free time, she volunteers as a marathon coach for the Leukemia and Lymphoma Society’s Team in Training program.

Aimee is a Certified Customer Experience Professional.

Email: aimee@temkingroup.com

Recent Research:

See all of Aimee’s research

Jen Rodstrom, CCXP Customer Experience Transformist

Jen has more than 10 years of experience as a customer experience practitioner and a market research professional. Her areas of expertise include customer insight, voice of the customer, text analytics, and all facets of market research involving customer satisfaction, new product design, and benchmarking studies.

Prior to joining Temkin Group, Jen was a key contributor to the development and implementation of customer experience programs at Constant Contact. Here, she brought a higher level of analytic depth and understanding to the company’s voice of the customer insights, which increased the credibility, reach, and effectiveness of its customer experience initiatives. Past projects include establishing the first text analytics function, completely redesigning the customer satisfaction survey, and launching a comprehensive partner insights program for indirect sales channels. In an earlier role at Bose Corporation, Jen designed and managed an extensive voice of the customer research program that was used across all of Bose’s North American sales channels, including retail, call center, online, and customer service.

Jen holds a master’s degree from Boston University’s College of Communication, where she concentrated in applied communication research. She received her bachelor’s degree in international relations and Spanish from the University of Delaware.

Jen is a Certified Customer Experience Professional.

Email: jen@temkingroup.com

Recent Research:

See all of Jen’s research

Laura Wells CX Institute Program Director

Laura has over 10 years of experience in marketing and client services. Her areas of expertise include innovation, market research, leadership and sales support.

In her role as the CX Institute Program Director, Laura is responsible for the product packaging, marketing, and client relations for Temkin Group’s CX Institute online training.

Laura is also the marketing and PR director for Temkin Group.

Prior to joining Temkin Group, Laura was the Director of Marketing at Eduventures where she oversaw all demand generation, creative and sales operations. Laura also served as the director of sales and marketing at a top 50 real estate firm where she crafted onboarding training for new hires and built processes around customer interactions. In an earlier role at Forrester Research, Laura served as a Senior Advisor to Forrester’s premier IT clients.

Laura graduated from the University of Massachusetts, Amherst with a bachelors degree in Marketing and Information Technology.

Isabelle Zdatny, CCXP Principal Research Associate

Isabelle’s primary areas of research are behavioral economics, customer emotions, and experience design.

Isabelle holds a bachelor’s degree in biology and religion from Wellesley College

Isabelle is a Certified Customer Experience Professional.

Email: isabelle@temkingroup.com

Recent Research:

See all of Isabelle’s research

Julia Jaffe Senior Research Associate

Julia’s primary areas of research include four customer experience competencies and mobile experience design.

Julia holds a bachelor’s degree in psychology and biology from Wellesley College.

Email: julia@temkingroup.com

Recent Research:

See all of Julia’s research

Our Four Core Beliefs

We founded Temkin Group based on the following four core beliefs:


Customer Experience Drives Loyalty

Our research and work with clients has shown that interactions with customers influence how much business they will do with you in the future and how often they will recommend you to friends and colleagues.


Improvement Requires Systematic Change

Companies can improve customer interactions in isolated areas, but they don’t develop competitive advantage until customer experience is embedded in their operating fabric.


It’s a Journey, Not a Project

Building the capabilities to consistently delight customers doesn’t happen overnight. Companies need to plan for a multi-year corporate change program.


We Can Help You Make a Difference

Transformation efforts aren’t easy, but leading your company to be more customer-centric is worth the effort. We are committed to helping our clients accelerate their results and avoid many of the obstacles along the way.

Want a more customer-centric organization?
Contact Temkin Group. Click Here.