DYNAMIC TEMKIN GROUP SPEAKERS

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1 delivers highly HIGH- IMPACT SPEAKERS FOR ALMOST ANY EVENT helps many of the world s leading brands transform their customer experience. Our CX Transformists can share their deep expertise and compelling speaking skills to help you deliver a memorable event. TEMKIN GROUP S UNIQUE SPEAKING ADVANTAGE:! World- class speakers with strong subject matter expertise.! Leading- edge content continuously fueled by ongoing research.! Collaborative tailoring of our presentation to meet your goals.! (If requested) Listing of your event on the Customer Experience Matters blog and in s monthly newsletter. TYPICAL SPEAKING ENGAGEMENTS:! Keynote addresses at customer meetings or industry events.! Sessions with partners to create alignment! Marketing road shows for clients and prospects! Planning offsites to inspire attendees into action! Leadership meetings to develop a common vision! Webinars, for both external marketing and internal training EXAMPLES OF SPEECH TOPICS:! Voice of the Customer Trends and Best Practices! Employee Engagement Trends and Best Practices! Purposeful Leadership! Compelling Brand Values! Customer Experience Transformation SPEAKING FEES FOR U.S. EVENTS: These are s standard speaking fees (subject to change). Expenses are extra and international speeches are slightly more expensive. <80 attendees 80+ attendees Bruce Temkin $10,000 $15,000 Aimee Lucas $7,000 $10,000 Jen Rodstrom $7,000 $10,000 Webinars range in cost from $5,000 for internal audiences to $9,000 for external audiences All rights reserved.

2 DYNAMIC TEMKIN GROUP SPEAKERS L e a r n, L a u g h, a n d R e m e m b e r Temkin Group delivers highly engaging and entertaining speeches about leading- edge customer experience practices and trends. We regularly speak to audience that range from small, intimate groups of executives to main stage keynotes in front of hundreds of attendees. Let us inform, entertain, and inspire your audience. BRUCE TEMKIN, CCXP CUSTOMER EXPERIENCE TRANSFORMIST & MANAGING PARTNER Bruce is widely viewed as a customer experience visionary. He has helped executives within hundreds of large organizations define and accelerate their customer experience journeys. He is also the Chairman Emeritus and co- founder of the Customer Experience Professionals Association (CXPA.org). Bruce is the author of the blog Customer Experience Matters (THECXBlog.com) which is one of the most popular blogs on customer experience. He regularly posts insights on topics such as customer experience, corporate culture, branding, and leadership. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company's financial services, e- business, and customer experience practices. He authored many of Forrester s most popular research reports and was the most- read analyst for 13 consecutive quarters and created Forrester s CX Index. Bruce holds a bachelor s degree in mechanical engineering from Union College and a master s degree in management from the MIT Sloan School. BRUCE IS AVAILABLE TO SPEAK AT YOUR EVENT Temkin Group 48 White Oak Road Waban, MA / (tel) 617/ (fax) Bruce is a dynamic speaker and instructor who is one of the most demanded keynoters in the industry. He has delivered compelling speeches at small and large events as well as on webinars and is available to speak on a number of different topics, including:! CX Trends and Best Practices! Customer Experience Culture! Driving Customer Experience Transformation! Voice of the Customer Trends and Best Practices! Purposeful Leadership! Employee Engagement! Customer Journey Mapping! The Power of Emotion Temkin Group. All rights reserved.

3 delivers highly AIMEE LUCAS, CCXP CUSTOMER EXPERIENCE TRANSFORMIST & VICE PRESIDENT 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, 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. Aimee is a graduate of the University of Notre Dame with a bachelor s degree in marketing management. AIMEE S RECENT RESEARCH REPORTS! The Federated Customer Experience Model! State of Employee Engagement Maturity! B2B Customer Experience Best Practices! Creating and Sustaining a Customer- Centric Culture! Activating Middle Managers to Drive CX Change! Engaging Millennials in the Workplace AIMEE IS AVAILABLE TO SPEAK AT YOUR EVENT Aimee is a dynamic speaker and instructor who regularly leads a variety of Temkin Group workshops. She has delivered compelling speeches at small and large events as well as on webinars and is available to speak on a number of different topics, including:! Employee Engagement Trends and Best Practices! B2B Customer Experience Best Practices All rights reserved.

4 delivers highly JEN RODSTROM, CCXP CUSTOMER EXPERIENCE TRANSFORMIST Jen has more than 15 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, Jen was a key contributor to the development and implementation of voice of the customer and broader customer experience programs at Constant Contact and Bose Corporation. Jen holds a master s degree from Boston University s College of Communication and a bachelor s degree in international relations and Spanish from the University of Delaware. JEN S RECENT RESEARCH REPORTS! Five C s of Mobile VoC Disruption! Customer- Infused Process Improvement! Make Your VoC Action- Oriented! Maximizing Value From Customer Journey Mapping! Unlocking Customer Insights From Contact Centers JEN IS AVAILABLE TO SPEAK AT YOUR EVENT Jen is a dynamic speaker and instructor who regularly leads a variety of workshops. She has delivered compelling speeches at small and large events as well as on webinars and is available to speak on a number of different topics, including:! Voice of the Customer Trends and Best Practices! Four Customer Experience Competencies All rights reserved.

5 TEMKIN GROUP OVERVIEW 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. TEMKIN GROUP WAS FOUNDED BASED ON FOUR BELIEFS 1. 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. 2. Improvement Requires Systemic 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. 3. 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 organizational change program. 4. We Can Help You Make A Difference: Transformation isn t easy, but becoming 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. HOW WE ARE DIFFERENT is focused on sustainable success. We combine research- based thought leadership with a deep understanding of human behavior and organizational dynamics to help companies build four customer experience core competencies: Our team combines CX thought leadership with a deep understanding of the dynamics of organizations to accelerate results. Rather than layering on cosmetic changes, we help companies embed practices within their culture and operating processes. HOW WE CAN HELP offers a number of different services including:! Research & Advisory Subscriptions: Access all of our research on trends, best practices, and benchmarks, and receive advice and answers to your questions.! Training and workshops: We can deliver customized training for executives, customer experience professionals, advocates, and other employees.! Sspeeches and webinars: can deliver a highly engaging and entertaining speech about leading- edge customer experience topics for just about any event or offsite.! Consulting services: We can assess your efforts and identify opportunities for you to accelerate results and avoid pitfalls along the way. We can help in discrete strategy sessions or with a more ongoing, coaching relationship. All rights reserved.