Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. He has worked with hundreds of large organizations on the business strategies, operational processes, organizational structures, leadership, and culture required to create and sustain superior customer relationships.

Bruce has helped some of the world's largest banks, retailers, insurers, health plans, pharmaceuticals, and telecom providers improve their customer experience and build more loyalty with their customers.

Bruce is the author of the blog Customer Experience Matters which is one of the most popular blogs on customer experience. He regularly posts insights on topics such as customer experience, branding, and leadership.

During his 12 years with Forrester Research, Bruce led the company's business- _to- _ business, financial services, and customer experience practices. As a Vice President & Principal Analyst, he was the most- _read analyst in the company for 13 consecutive quarters and was one of the most highly demanded consultants and speakers in the industry. Bruce authored several Forrester's most popular research reports on customer experience, including: "The Customer Experience Value Chain," "Experience- _Based Differentiation," and 'The Customer Experience Journey.' He is also the creator of Forrester's Customer Experience Index, which rates more than 100 firms on their overall customer experience.

Bruce also co- _founded a couple of Internet start- _ups and held management positions at General Electric, Stratus Computers, and Fidelity Investments.

Bruce has been widely quoted in the press, including such media outlets as New York Times, Los Angeles Times, and Business Week. An accomplished public speaker, Bruce has delivered keynote speeches at many company and industry events.

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

Blog Post: Customer Experience Resolutions for 2011

Blog Post: Customer Experience Trends for 2011