Bruce Temkin 
Temkin Group 


Tuesday February 5, 2013 at 8:00 AM 
Wednesday February 6, 2013 at 2:00 PM 

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Surfcomber Hotel Miami Beach, a Kimpton Property 
1717 Collins Avenue
Miami Beach, FL 33139

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CX Reality: Learn, Experience, Transform
Two Day Hands-On Workshop

Get out of your office and immerse yourself in a highly interactive two days in South Beach. Learn leading-edge approaches to customer experience (CX) management by experiencing real-world venues and applying frameworks that you can use to transform your organization.

This workshop, which will be lead by customer experience visionary Bruce Temkin, is ideal for executives as well as individual contributors who are responsible for improving CX and are looking for a more practical, disciplined approach to use within their organization.

  • Building customer-centricity. Learn key principles of CX and understand the organizational competencies for sustaining great performance.
  • Small group experiential exercise. Small groups will be given goals to achieve at nearby retail locations. They will develop a stronger appreciation for CX competencies by applying a framework for evaluating those experiences. Groups will present their findings.
  • Reinforcing great experiences. Interactive discussion on how to apply what the group learned to build and sustain great CX in different environments.

Who should attend?

This workshop is ideal for executives as well as individual contributors who are responsible for improving customer experience and are looking for a more practical, disciplined approach to use within their organization.

Why should you attend?

  • Understanding of customer experience best practices
  • Access to Temkin Group tools and methodologies
  • Networking with other customer experience professionals
  • A fun time in Miami Beach in the winter

What will you learn?

  • Understand how to create sustainable CX improvements in your organization
  • Gauge your CX maturity using Temkin Group’s CX Competency & Maturity Model
  • Systematically evaluate experiences using Temkin Group’s SLICE-B methodology
  • Develop feedback, metrics and measurements that reinforce CX goals and objectives
  • Build a stronger perspective for leading customer experience transformation 

Fees: $1,695

The workshop fee includes all materials, breakfast for two days, lunch for two days, and dinner on the first night. Attendees are responsible for all of their travel costs and arrangements.

Register soon -- space is limited!

Cancellation Policy

We understand that plans change, so we want to give you as much flexibility as possible. But we also want to make sure that we are prepared for the right number of attendees. So we've developed this cancellation policy:

  • Cancellations by January 11th will get all of their money refunded except for a $100 handling fee.
  • Cancellations between January 12th and January 25th will get $1,000 refunded.
  • Cancellations after January 25th will not be refunded.
  • Attendees can designate another person to attend in their place at any time.
  • All notifications should be sent to

Invoicing Versus Credit Card Payment

If you would like to pay via check or have Ttemkin Group invoice your company, then download and complete this form and either fax it to (617) 663-6124 or email it to

Hotel Reservations

We've blocked a small number of rooms at the Surfcomber, a Kimpton Property. Contact the hotel directly at 800-546-7866 and mention Temkin Group to reserve a room at a special rate (starting at $289/night). These rates are only guaranteed until January 11th. The hotel is likely to book up quickly, so please resrve your rooms as soon as possible.

Here's how the hotel is described on its website:

Ocean views, sparkling pool, swaying palm trees. Direct beach access and easy, warm hospitality. Surfcomber Hotel, a Kimpton Hotel centered in South Beach, puts the best of Miami at your doorstep while taking you a world away from all your worries. Play hard, sleep well and indulge in luxury services and amenities at our boutique South Beach hotel.

About Temkin Group

Temkin Group is a leading customer experience research and consulting firm with one simple goal for its clients: increase customer loyalty by becoming more customer-centric. The company combines customer experience thought leadership with a deep understanding of the dynamics of large organizations to help leaders accelerate their results.

The workshop will be led by Bruce Temkin, Managing Partner of Temkin Group. Bruce is widely recognized as a customer experience thought leader. He is the author of the popular blog, Customer Experience Matters. Prior to forming Temkin Group, Bruce was a VP at Forrester Research for 12 years where he led many of the frim's research and advoisory areas including B2B, financial services, and customer experience. He was the most-read analyst at Forrester for 13 consecutive quarters. Bruce is a highly demanded speaker who consistently receives high marks for his content-rich, entertaining approach. He is also the co-founder and Chair of the Customer Experience Professionals Association (, a global non-profit organization dedicated to the advancement of customer experience management.