Forrester Veteran Launches Customer Experience Firm

Former Forrester exec Bruce Temkin has left to set up his own consultancy, the Temkin Group, which aims to help companies become more customer-centric.

Temkin, who specializes in analyzing online customer experience, spent the last 12 years at Forrester, where he latterly worked as VP and Principal Analyst.

During his time with the firm, he was credited with creating the Customer Experience Index, which ranks more than 100 firms across 14 industries. He also managed several of the firm's practice areas including customer experience, financial services, eBusiness and B2B.

Temkin's aim is now to help large organizations improve business results by changing how they deal with customers. As part of this focus, he examines strategy, marketing, interaction design, customer service and leadership practices.

He will be working alongside his wife Karen, who previously ran business re-engineering projects at business technology consultancy CSC Index.

'Improving customer experience requires a holistic effort; all the way from the CEO to each and every employee,' explains Temkin. '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.'

Web site: www.temkingroup.com .