“You don’t need to choose between humanity and business success. That’s a false trade-off.”
That’s the message of Bruce Temkin, Co-founder of CXPA & XM Institute in episode 11 of the PROMISE podcast.
Over the past 30 years, Bruce has shaped the way we think about customer experience: from his early work at Forrester, to founding the Temkin Group and co-founding the CXPA, to leading the XM Institute at Qualtrics. And today, he’s on a new mission: scaling human impact through leadership with his initiative, Sparking Humanity At Scale.
In this conversation, Bruce reflects on his unconventional path—from Six Sigma at GE to pioneering CX competency models—and explains why real customer experience transformation means building organizational capabilities, not just fixing broken moments.
He also shares why most companies still fail to deliver on their brand promise—and how CX leaders can become strategic partners by connecting experiences with differentiation and loyalty.
🎧 Listen to this episode if you want to:
- Understand why brand promises often fail to translate into real experiences
- Learn how to earn loyalty—not just measure it
- Get inspired to lead in a way that’s both human and high-performing
This episode is packed with timeless lessons for CX leaders who want to build something meaningful—at scale.