Bruce Temkin 
Temkin Group 


Tuesday July 30, 2013 at 8:00 AM 
Wednesday July 31, 2013 at 2:00 PM 

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Boston Common Hotel 
40 Trinity Place
Boston, MA 02116

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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 the heart of downtown Boston. 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.
  • Sharing with your colleagues. To help attendees share key concepts that they learn with other members of their organization, we will hold a dedicated webinar for workshop attendees and their colleagues. 

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 Boston in the summer

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 
  • Download a draft of the agenda (.pdf)

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!

Optional Red Sox Game

We have a limited number of tickets to see the red Sox on the evening of July 31st (7:10 PM) versus the Seattle Mariners. Attendees can purchase up to two tickets for $150/ticket while supplies last.

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 July 1st will get all of their money refunded except for a $100 handling fee.
  • Cancellations between July 2nd and July 12th will get $1,000 refunded.
  • Cancellations between July 13th and July 19th will get $500 refunded.
  • Cancellations after July 19th 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

You can sign up on this site by using a credit card for 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

Temkin Group has not blocked any rooms for the event. The event is in downtown Boston and there are many hotels in the area. The location of the workshop, Boston Common Hotel & Conference Center, is an older hotel that has some very reasonably priced rooms. You can contact them directly at 617-933-7700.

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 firm's research and advisory 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.