Bruce Temkin 
Temkin Group 


Tuesday December 10, 2013 at 8:00 AM 
Wednesday December 11, 2013 at 3:30 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 and Temkin Group Vice President Aimee Lucas, 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 December
Pictures from previous workshop in South Beach


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
  • Learn how to apply concepts like Temkn Group's People-Centered Experience Design
  • Develop feedback, metrics and measurements that reinforce CX goals and objectives
  • Build a stronger perspective for leading customer experience transformation 
  • You can also download a draft of the agenda (.pdf)

Fees: $1,895

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 November 8th will get all of their money refunded except for a $100 handling fee.
  • Cancellations between Novmeber 9th and November 27th will get $1,000 refunded.
  • Cancellations after November 27th 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. Use this link to book in our block or contact the hotel directly at 800-546-7866 and mention Temkin Group (Group ID# 18600700378) to reserve a room.

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 widely recognized as a leading customer experience research and consulting firm. Many of the world’s largest brands rely on its insights and advice to steer their transformational journeys. Temkin Group combines customer experience thought leadership with a deep understanding of the dynamics of organizations to help accelerate results. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building four critical competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm’s ongoing research identifies leading and emerging best practices across a wide range of activities for engaging the hearts and minds of customers, employees, and partners

Bruce Temkin 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.

Aimee Lucas 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 The Temkin Group, 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 U.S. Her work included planning and managing strategic initiatives, collaborating with cross-functional teams to introduce new-to-company functions and improvements. Past projects include starting the firm’s internal market research function, managing the design and implementation of its sales and relationship management process, and delivering instructional design and training services across the organization.