Shows
Humanity At Scale: Redefining LeadershipWhy Leadership Is a Brain Game: Unlocking the Neuroscience Cheat Code with Dr. David RockWhat if your biggest leadership challenges were actually neuroscience challenges in disguise?In this episode of Humanity at Scale, host Bruce Temkin speaks with Dr. David Rock, founder of the NeuroLeadership Institute, about how neuroscience reshapes modern leadership. They explore why leaders unintentionally trigger threat responses, how the SCARF model explains hidden workplace friction, and what it takes to create psychologically safe environments where people think clearly under pressure. From bias reduction to habit-based culture change, this conversation shows how leading with empathy, trust, and brain-aware practices helps organisations perform better, without losing their humanity.Here...
2026-01-2944 min
Humanity At Scale: Redefining LeadershipLeadership Development, Reimagined: Beyond Workshops and Static Learning with Heather ConklinWhat if the leadership development approach your organization built five years ago is already obsolete?In this episode of Humanity at Scale, host Bruce Temkin sits down with Heather Conklin, CEO of Torch, about why leadership development models built for stability are no longer fit for today’s complexity. They explore why human skills are a true competitive advantage, how coaching and feedback must be embedded into daily work, and why one-off workshops fall short. The conversation unpacks systems thinking, AI-driven uncertainty, and the need for continuous, human-centred support to help leaders adapt, connect, and lead effectively at sc...
2026-01-2248 min
Humanity At Scale: Redefining LeadershipWhy Skills Beat Job Titles: How AI Is Reshaping Work with Ravin JesuthasanHow can organisations future-proof work by hiring for potential, not roles, while using AI to unlock human skills at scale?In this episode of Humanity at Scale, host Bruce Temkin speaks with Ravin Jesuthasan, global leader for transformation services at Mercer and author of The Skills-Powered Organization. Together, they unpack why skills, not static job descriptions, are becoming the true currency of performance. Ravin explains how AI can surface hidden capabilities, match people to work dynamically, and make reskilling cheaper than constant rehiring. The conversation explores shifting from rigid roles to flow-based work, building learning agility into...
2026-01-1541 min
Humanity At Scale: Redefining LeadershipThe Humanity Code: Teaching AI What Matters Most with Heidi LorenzenWhat if the most important question leaders ask about AI isn’t “How fast can we use it?” but “What future are we training it to build?”On this episode of Humanity at Scale, host Bruce Temkin sits down with Heidi Lorenzen, Chief Content Officer at e.Republic and founder and executive producer of The Humanity Code, a documentary and global impact campaign focused on aligning AI with humanity’s highest values.With a career spanning Polycom, Autonomy, BusinessWeek, and years helping executives understand exponential technology at Singularity University, Heidi has seen firsthand how technology scales faster than leaders...
2026-01-0836 min
Amazing Business RadioCX Strategy: Embracing Humanity at Scale Featuring Bruce TemkinLessons on Humanity, Technology, and Leadership from a Pioneer of Customer Experience
Shep interviews Bruce Temkin, host of Humanity at Scale: Redefining Leadership. He talks about how AI is reshaping business and why human connection remains essential for both customers and employees.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is the difference between customer experience and customer service?
Why is the concept "the customer is always right" often considered misguided?
How can companies benefit from shifting their focus from internal processes to customer-centric thinking?
What role does behavioral scie...
2025-12-3028 min
Humanity At Scale: Redefining LeadershipRedefining Leadership for Gen Z: Coaching, Connection, and Trust with Tim ElmoreWhat if the leadership approach that built your success is exactly what's holding your organization back from the future?In this episode of Humanity at Scale, host Bruce Temkin speaks with leadership expert and author of The Future Begins with Z, Tim Elmore, about why the leadership styles that once worked may now be slowing organisations down. Together, they explore how Gen Z is reshaping workplace expectations, why leaders must shift from gatekeeping to guiding, and how connection, coaching, and clarity can bridge generational gaps. Tim shares practical frameworks, from the PERKS hiring model to the ALEG feedback...
2025-12-1849 min
Humanity At Scale: Redefining LeadershipLeading Under Fire: Ethical Clarity in Chaos with John KatsosWhat happens to your leadership when the pressure hits hard, and the stakes couldn’t be higher?In this episode of Humanity at Scale, host Bruce Temkin speaks with researcher and professor John Katsos about what truly defines ethical leadership in moments of crisis. Drawing on lessons from conflict zones like Ukraine, Iraq, and Sri Lanka, Katsos reveals why deep self-awareness, not expertise, is a leader’s greatest stabiliser under extreme stress. Together, they explore how values-driven decision-making builds cultures grounded in humanity rather than fear, and why clarity, empathy, and courage become strategic advantages when uncer...
2025-12-0441 min
Humanity At Scale: Redefining LeadershipAwakened by Pajamas: Leading With Love and Self-Reflection With Genevieve PiturroWhat happens when success no longer feels like enough?In this episode of Humanity at Scale, host Bruce Temkin sits down with Genevieve Piturro, Award Winning Speaker, Best Selling Author, and Founder of the Pajama Movement, about how a single moment of compassion transformed her life, and inspired a movement that’s brought comfort to millions of children. Together, they explore how purpose and love can become strategic advantages in leadership, the power of asking better questions, and practical ways to scale humanity without losing heart. Genevieve shares how one child’s question, “What are pajamas?” redefined her unde...
2025-11-1341 min
Breakthrough SaaS Growth with The JasonsGuest: Bruce Temkin - Humanity at Scale: Leading with Empathy in the Age of AIn this episode of Breakthrough SaaS Growth with The Jasons, hosts Jason Noble (London) and Jason Whitehead (U.S.) sit down with Bruce Temkin, founder of Humanity at Scale and one of the most respected voices in customer experience, leadership, and organizational psychology.
Together, they explore how SaaS companies can scale growth without sacrificing human connection — and why empathy, trust, and purpose are fast becoming the competitive differentiators in an AI-driven world.
Bruce shares how leaders can break free from the “efficiency trap,” rethink the role o...
2025-11-0432 min
Humanity At Scale: Redefining LeadershipOwn the Stage Like the Boss: Leadership, the Bruce Springsteen Way with Andy FreedWhat can Bruce Springsteen teach us about leadership? In this episode of Humanity at Scale, host Bruce Temkin sits down with Andy Freed, CEO of Virtual, Inc., to explore how authenticity, communication, and community can transform the way we lead. Drawing from his upcoming book Lead Like the Boss, Andy reveals how the energy and connection of a great performance can inspire teams to believe, not just follow. From uniting global professionals into purpose-driven communities to using storytelling and repetition to build trust, this conversation uncovers practical tools for leading with heart, presence, and humanity. Whether you’re sca...
2025-10-2335 min
Humanity At Scale: Redefining LeadershipRoof Shots, Not Just Moonshots: The Power of Innovation-ish with Tessa ForshawHow can leaders create real learning environments in today’s fast-paced, AI-driven workplace?On this episode of Humanity at Scale, host Bruce Temkin welcomes Tessa Forshaw, cognitive scientist and co-founder of Harvard’s Next Level Lab, about reimagining how adults build skills at work. Tessa explains why traditional training often fails, and how “learning in the flow of work” helps people connect new knowledge directly to daily challenges. She highlights metacognition, thinking about your thinking, as the essential skill for thriving in times of rapid change. Together, they explore how managers can act as cognitive apprentices by makin...
2025-10-0941 min
The CX Cast423: Culture Change — Messy, Meaningful, And HumanMartin and Angelina welcome founder of Humanity at Scale and ex-Forresterite Bruce Temkin to explore the complexities of organizational culture, especially in the context of CX. Drawing on decades of research and real-world examples, the trio dives into why culture is so hard to change, what actually moves the needle, and how leaders can inspire lasting transformation.
2025-10-0734 min
The CX Cast423: Culture Change — Messy, Meaningful, And HumanMartin and Angelina welcome founder of Humanity at Scale and ex-Forresterite Bruce Temkin to explore the complexities of organizational culture, especially in the context of CX. Drawing on decades of research and real-world examples, the trio dives into why culture is so hard to change, what actually moves the needle, and how leaders can inspire lasting transformation.
2025-10-0734 min
Humanity At Scale: Redefining LeadershipNo Dickheads Allowed: Exploring All Blacks Winning Culture with James KerrWhat makes a team win for more than a century, and what can leaders outside the sports world learn from it?On this episode of Humanity at Scale, host Bruce Temkin sits down with James Kerr, bestselling author of Legacy, the book that captured the ethos of the All Blacks, New Zealand’s legendary rugby team, with an 80% win rate across 125 years. James unpacks the 15 mantras that shaped their culture, from the blunt standard of “No Dickheads” to the humble ritual of “Sweep the Sheds.” Along the way, he shares lessons from Everest and the Gurkhas, explains why rituals an...
2025-09-2537 min
ESPN 700 & 92.1 FM | Utah's #1 Sports TalkSean O'Connell Show - Full POD 9-22-25OC talks Big 12 Football with Ari Temkin, Utah's loss to Texas Tech with Scott Mitchell, Reasons to still believe in Utah (?), Bruce Pearl's retiring + more
2025-09-222h 26The Sean O'Connell ShowSean O'Connell Show - Full POD 9-22-25OC talks Big 12 Football with Ari Temkin, Utah's loss to Texas Tech with Scott Mitchell, Reasons to still believe in Utah (?), Bruce Pearl's retiring + more
2025-09-222h 26
Above The BusinessEpisode 499: The Godfather of Customer Experience on Building Culture at Scale - Bruce TemkinIn this episode of Above the Business, Bradley Hamner interviews Bruce Temkin, often referred to as the "Godfather of Customer Experience" and host of the Humanity At Scale: Redefining Leadership podcast. They dive deep into navigating complexity and uncertainty at scale, the power of reflection cycles, and how leaders can provide clarity to their teams—even when they don't feel clear themselves."Working above the business is understanding that whatever we do, whatever business you have, we're impacting people, we're impacting employees, we're impacting customers, and we're impacting the communities in which we serve."Bruce Te...
2025-09-2232 min
Humanity At Scale: Redefining LeadershipThe Purpose Architect: How to Build Connection at Scale with Aaron HurstWhat if the future of leadership isn’t technology, but connection?In this episode of Humanity at Scale, host Bruce Temkin sits down with Aaron Hurst, founder of Taproot Foundation, Imperative, and the U.S. Chamber of Connection, and author of The Purpose Economy. Together, they explore how purpose functions as a core human need, why reflection is essential to meaning, and what it takes to rebuild trust in a fragmented society. From skills-based volunteering to AI-guided peer coaching to citywide onboarding for newcomers, Aaron shares thought-provoking insights on why the most powerful tools for change, purpose, belonging, an...
2025-09-1141 min
Business Transformation Pitch with The CX GoalkeeperBeyond the Theory: Creating Meaningful Experiences with Sam SternSam Stern shares his unique perspective on bridging strategic insights with practical execution. He dives deep into the nuances of translating feedback into internal improvements at LinkedIn, highlighting the value of member voices in shaping user-centric solutions. Sam underscores the importance of emotional memory in customer experience design, emphasizing that people remember how moments felt more than they recall the details. Drawing inspiration from psychological principles like the Peak-End Rule, he illustrates how LinkedIn designs experiences that create memorable moments during major career milestones—such as job changes or layoffs—strengthening user engagement and loyalty. Sam also shares how serv...
2025-09-0130 min
Humanity At Scale: Redefining LeadershipThe Anti-Transactional Venture Capitalist: How You Get More By Giving First with Brad FeldWhat if the best ROI doesn’t come from transactions, but from trust?In this episode of Humanity at Scale, host Bruce Temkin sits down with Brad Feld, co-founder of Techstars, Foundry Group partner, and pioneer of the “Give First” philosophy. Together, they explore how generosity, long-term relationships, and emotional self-awareness have shaped Brad’s decades-long impact in venture capital. From mentorship to mental health, Brad shares thought-provoking insights on why the most powerful tools in leadership, generosity, self-awareness, and long-term thinking aren’t just strategic advantages; they’re deeply human.What You’ll Learn:Why “Give Firs...
2025-08-2124 min
Humanity At Scale: Redefining LeadershipWaving the Magic Wand: 14 Leaders Reimagine More Human OrganizationsIn this special episode of Humanity at Scale, Bruce Temkin brings together the voices of 14 past guests, each answering the same powerful question: If you could wave a magic wand, what would you change to make organizations more humanity-centric? From rethinking leadership structures to elevating empathy, their answers reveal four core values that can redefine how we lead. It’s a fast-moving, thought-provoking journey through bold ideas, personal insights, and a shared vision for more human organizations.Tune in as Bruce and his guests explore:Faisal Hoque on why the greatest leadership ski...
2025-08-0716 min
The CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsHumanity at Scale: A New Approach to Leadership with Bruce Temkin, Host Humanity at Scale PodcastIn this episode of CX and Culture Connection, host Matt Egol, CCXP, welcomes Bruce Temkin, a pioneer in experience management and founder of Humanity at Scale, to explore the profound ways AI is shaping the future of organizations. Bruce emphasizes that the potential outcomes of AI are vast and varied, from enhancing customer and employee experiences to transforming organizational culture and community engagement.Bruce shares his motivation behind launching Humanity at Scale, driven by a desire to move beyond the traditional focus of experience management—highlighting that true impact comes when leaders see experience as...
2025-08-0438 min
Humanity At Scale: Redefining LeadershipStars, Stagehands, and Shareholders: Producing Magic on Broadway with Brian MorelandWhat does it take to produce a winning Broadway play in an environment where creative risk, emotional intensity, and public scrutiny collide—night after night?On this episode of Humanity at Scale, host Bruce Temkin sits down with Brian A. Moreland, the Tony-nominated Broadway producer behind Othello, The Wiz, and Thoughts of a Colored Man, to uncover what it takes to lead at the intersection of creative excellence, financial risk, and human connection. Drawing from his journey from performer to producer, Brian breaks down how presence, clarity, and shared vision unite dozens of teams behind the curtain and ho...
2025-07-2439 min
Humanity At Scale: Redefining LeadershipShaping the Human-AI Workforce: Leading with Intention and Eastern Wisdom with Faisal HoqueWhat does it mean to lead when machines join the team?In this episode of Humanity at Scale, host Bruce Temkin sits down with Faisal Hoque, a three-time Wall Street Journal bestselling author and the founder of multiple companies focused on innovation, transformation, and human-centered leadership. Together, they explore what it truly means to lead in a world increasingly shaped by AI. From managing hybrid teams of humans and machines to navigating the moral dimensions of automation, Faisal shares thought-provoking insights on why the most powerful leadership skills of the future, empathy, emotional intelligence, and ethical clarity, are...
2025-07-1042 min
Humanity At Scale: Redefining LeadershipFrom Homer to GPT: The Collision of Human Imagination and AI with Katherine ElkinsWhat do 50,000 novels, AI, and leadership have in common?In this episode of Humanity at Scale, host Bruce Temkin sits down with Katherine Elkins, Professor at Kenyon College and Principal Investigator at IBM Notre Dame Tech Ethics Lab, about how AI is transforming human emotion, storytelling, and leadership. From uncovering universal narrative patterns to navigating ethical dilemmas in AI integration, Elkins shares compelling insights on preserving empathy, trust, and creativity in a tech-driven world. Whether you're leading teams, building tech, or simply curious about the future, this episode offers a profound look at how to scale humanity alongside...
2025-06-2639 min
Business Transformation Pitch with The CX GoalkeeperRevisited: Unleashing the Power of Experience ManagementIn collaboration with CCW Europe Summit 2025 CCW Europe Summit 2025 unites CX pioneers to solve today's challenges and shape tomorrow's solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more. Spot are limited! Join the event join the movement: Use the discount code CXGOALKEEPER20 for 20% additional discount!. https://europe.customercontactweekdigital.com/events-ccweurope _ It was an absolute pleasure to have Bruce Temkin, one of the founders of customer experience and a leading figure in the field, on the CX Goalkeeper Podcast. B...
2025-06-1632 min
Humanity At Scale: Redefining LeadershipUnlocking Digital Transformation: The Neuroscience of Change with Kamales LardiWhat if the key to successful digital transformation isn't about technology at all, but about people?In this episode of Humanity at Scale, host Bruce Temkin sits down with Kamales Lardi, CEO of Lardi & Partner Consulting and author of The Human Side of Digital Business Transformation. Together, they explore why successful transformation is 80% about people, not technology. Kamales shares how to build digital confidence, foster trust, and use AI to enhance rather than replace human potential. Backed by neuroscience and grounded in real-world experience, this conversation offers powerful insights for leaders navigating change. Tune in to learn how...
2025-06-1236 min
The CX IconoclastHumanity at Scale: Bruce Temkin on Redefining Leadership in the Age of AIIn this CX Iconoclast episode, Richard Owen speaks with Bruce Temkin, a pioneering figure in customer experience, about his new initiative: Humanity at Scale. Temkin explains that despite decades of progress in CX and EX, many leaders still perceive a trade-off between focusing on people and achieving business results. His goal is to eliminate this false dichotomy by helping leaders understand that truly human-centric organizations—those that embrace how people naturally think, feel, and behave—are in fact more productive, adaptable, and capable of long-term success. Drawing on principles from neuroscience and behavioral economics, Temkin argues that organizations need to s...
2025-06-0938 min
365 Sports Presents: 365 Sports (Daily)Brett Yormark Addresses Media, SEC Propaganda, P4 Takeover, Road to Omaha Underway | 5.30.25(0:30:00) Ari Temkin, Big 12 Radio
(1:30:00) Mickey Spagnola, DallasCowboys.com
(1:45:00) Dave Rumsey, Front Office Sports
(2:05:00) Bruce Feldman, The Athletic
(2:48:00) Paul Catalina’s “Top 5” Learn more about your ad choices. Visit megaphone.fm/adchoices
2025-05-313h 02
Humanity At Scale: Redefining LeadershipFrom Head Count to Heart Count: Loyalty by Design with Joey ColemanWhat if loyalty isn't something you earn over time, but something you design from day one?On this episode of Humanity at Scale, host Bruce Temkin sits down with Joey Coleman, founder and Chief Experience Composer of Design Symphony and bestselling author of Never Lose a Customer Again, and Never Lose an Employee Again, to uncover why most organizations lose up to 70% of customers and employees in the first 100 days. Drawing from his eclectic background in law, education, and performance, Joey breaks down the eight emotional stages of relationship-building and offers powerful strategies to spark loyalty from day...
2025-05-2953 min
Speaking From Experience by Cortico-XHumanity@Scale, with Bruce Temkin and Sujay SahaOver the previous decades, technology has made it easier to understand and connect with other people, whether through social media, digital adoption, or with the increasing use of AI. At the same time, human interactions have become more polarized, with growing levels of political and social conflict.We are at a critical juncture in world history. The combination of technology and interconnectivity can either be used to coerce and further polarize people, or it can be used to enhance human flourishing. How can we push the world in the latter direction? To answer that question, Will is...
2025-05-2243 min
Humanity At Scale: Redefining LeadershipHumanizing a Legacy Brand: From LEGOs to Insurance with Conny KalcherWhat if you could transform your organization's customer experience while keeping empathy and the human element at its core? In this episode of Humanity at Scale, host Bruce Temkin is joined by Conny Kalcher, Group Chief Customer Officer at Zurich Insurance Company, to discuss reimagining customer experience in large organizations. They explore moving beyond transactions to build meaningful, empathetic customer relationships. Conny shares how Zurich leverages AI to support, not replace, human connections, embeds empathy into its culture, and uses co-creation to drive transformation. From empowering teams to fostering prevention-focused services, the discussion reveals how customer-centric leadership fuels i...
2025-05-2242 min
Humanity At Scale: Redefining LeadershipDesigning The Future: How to Be a Good Ancestor with Lisa Kay SolomonWhat if you could actively shape the future instead of just reacting to it?In this episode of Humanity at Scale, host Bruce Temkin is joined by Lisa Kay Solomon, Designer in Residence at Stanford’s d.school, for a powerful conversation about leading with imagination in an era of disruption. Together, they explore how leaders can actively shape the future by cultivating foresight, ethical decision-making, and human-centered design. Lisa shares actionable frameworks, like the “Design Criteria” and “Must, Should, Could, Won’t,” to help leaders move beyond reactive strategies and foster possibility thinking. Learn how to become a better anc...
2025-05-1546 min
Humanity At Scale: Redefining LeadershipThe Ethics of Empowerment: How AI Can Make Us Stronger with Vivienne MingIn an era of rapid workplace transformation, human connection remains the cornerstone of effective leadership and organizational success.In this episode of Humanity at Scale, host Bruce Temkin sits down with Dr. Vivienne Ming, a visionary neuroscientist and AI pioneer, to explore how technology can elevate, not replace, human potential. Sharing her inspiring journey from homelessness to innovation leadership, Ming unpacks how purpose, ethical design, and a deep understanding of human complexity should shape AI development. From the “Better After Use” principle to rethinking leadership and productivity, this conversation is packed with insights for anyone aiming to build more...
2025-05-0855 min
The CXPodBridging technology and humanity: Bruce Temkin on Ai, Customer Experience and human-centric leadershipIn this episode of The CXPod, Merete and Joanna welcome Bruce Temkin, a thought leader in customer experience and AI. The conversation explores the intersection of technology and humanity, discussing how AI can enhance customer experiences while maintaining a human-centric approach. Bruce shares insights on the importance of understanding customer needs, the limitations of traditional metrics like NPS, and the future of leadership in creating human-centric organizations. The discussion emphasizes the need for empathy, connection, and the role of AI in supporting these goals.Link to Bruce on Linkedin: https://www.linkedin.com/in/brucetemkin/...
2025-05-0844 min365 Sports Presents: 365 Sports (Daily)Sherrone Moore Suspended, LSU Reloads in Transfer Portal, Big 12 Rumors & Expectations | 5.5.25(0:50:00) Ari Temkin, Big 12 Radio
(1:19:00) Seth Emerson, The Athletic
(1:43:00) Bruce LeVine, Dallas Stars Radio Analyst
(2:05:00) Mike Scarborough, TigerBait.com Learn more about your ad choices. Visit megaphone.fm/adchoices
2025-05-063h 01
Humanity At Scale: Redefining LeadershipEmpathy, AI, and the New Rules of the Human Workplace with Erica KeswinIn an era of rapid workplace transformation, human connection remains the cornerstone of effective leadership and organizational success.In this episode of Humanity at Scale, host Bruce Temkin sits down with WSJ bestselling author, human workplace expert, and keynote speaker, Erica Keswin. Together, they explore the future of human-centric leadership in a tech-driven world. They discuss how leaders can create thriving and connected workplaces by striking a balance between innovation and empathy, while fostering positive cultures through intentional rituals and practices. Keswin also challenges outdated retention strategies and emphasizes the need for deeper workplace relationships, especially in hybrid...
2025-05-0139 min
Humanity At Scale: Redefining LeadershipInnovate or Stagnate: Mastering Leadership in a Dynamic World with Charlene LiWhat if disruption could be your greatest ally in creating positive change?In this episode of Humanity at Scale: Redefining Leadership, host Bruce Temkin sits down with Charlene Li, Strategic Advisor and Keynote Speaker, Founder and CEO of Quantum Networks Group, and New York Times bestselling author, to explore how leaders can harness disruption as a catalyst for innovation. Charlene shares insights on creating psychological safety while pushing boundaries, building cultures where failure fuels growth, and leading through uncertainty with bold vision and empathy. From AI-driven shifts to lasting organizational transformation, this conversation offers actionable strategies for thriving...
2025-04-2435 min
Humanity At Scale: Redefining LeadershipBeyond Right and Wrong: Rethinking Moral Disagreements with Kurt GrayHow can leaders create a culture where people with different perspectives collaborate and thrive?In this episode of Humanity at Scale, host Bruce Temkin speaks with psychologist and neuroscientist Kurt Gray, Professor of Psychology and Neuroscience at UNC, Chapel Hill, to explore how leaders can navigate moral complexity and foster empathy in organizations. They discuss how perceptions of harm shape moral divides, why storytelling builds understanding better than facts, and how power impacts empathy. Listen in as Kurt shares actionable insights into making ethical decisions transparent, designing inclusive systems, and using emotional intelligence to lead with both clarity...
2025-04-1742 min
The Delighted Customers Podcast with Mark SlatinHumanity at Scale: Bruce Temkin's Vision for the Future of LeadershipJoin us for a compelling conversation with Bruce Temkin, a true pioneer in the world of customer experience (CX) and the co-founder of the Customer Experience Professionals Association (CXPA), the founder of the XM Institute at Qualtrics, and now, head of Humanity at Scale. In this episode, Bruce shares his journey from shaping the foundations of CX to launching a bold new initiative focused on helping leaders drive sustainable success by putting people first. We dive into Bruce's unique approach to making "squishy" concepts like customer experience concrete and actionable, including the creation of the Temkin Experience...
2025-04-1738 min
Humanity At Scale: Redefining LeadershipScaling with Heart: How Safelite Balances Growth, People, and Purpose with Renee CacchilloCan extraordinary business results and genuine human connection coexist at scale?In this episode of Humanity at Scale, host Bruce Temkin speaks with Renee Cacchillo, President and CEO of Safelite AutoGlass, about leading with a people-first mindset while scaling a major business. They explore how vulnerability builds trust, why simplifying complexity enhances human connection, and how technology can support—not replace—customer relationships. Renee shares insights on fostering employee engagement, driving performance through purpose, and creating moments of unexpected joy for customers. Tune in for leadership strategies that balance growth, profit, and humanity.What you will learn:How...
2025-04-1044 min
Humanity At Scale: Redefining LeadershipWhy Smart Leaders Ask More and Tell Less with Liz WisemanGreat leaders don’t just direct—they empower others to excel.In this episode of Humanity at Scale, host Bruce Temkin speaks with Liz Wiseman, CEO of The Wiseman Group and bestselling author, about the difference between "multiplier" and "diminisher" leadership. They explore how leaders can create high-performance, human-centric workplaces by fostering "intense" rather than "tense" environments, embracing "rookie smarts," and avoiding common habits that unintentionally stifle their teams. Whether you're an executive or an aspiring leader, this conversation offers actionable insights on unlocking potential, driving innovation, and leading with impact in today’s dynamic workplace.What You wi...
2025-04-0346 min
Humanity At Scale: Redefining LeadershipFrom Conflict To Connection: Harnessing Curiosity, Empathy, and Dialogue with Dr. Tania IsraelHow can leaders foster meaningful connections in an increasingly divided world?In this episode of Humanity at Scale, host Bruce Temkin welcomes Dr. Tania Israel, Associate Dean for Diversity, Equity, and Inclusion at UC Santa Barbara and award-winning author, to explore how leaders can bridge divides and foster human-centered workplaces. They discuss how curiosity transforms conflict, the impact of cognitive biases, and practical strategies for authentic dialogue. From managing workplace tribalism to overcoming unconscious bias, this conversation offers actionable insights for leaders navigating today’s divided world. Discover how assuming good intent and embracing open conversations can create mo...
2025-03-2739 min
Humain Org with Susan CaesarHumanity at Scale with Bruce TemkinThis episode is a must-listen for any leader looking to navigate the complexities of today’s world and build a truly successful, human-centered organization. Bruce calls himself a 'Human Experience Visionary' and that title is well-deserved. For decades, Bruce has been at the forefront of helping organizations understand and better serve people – whether they're customers, employees, or partners. He's been called the “Godfather of Customer Experience,” and for good reason. Bruce has defined and propelled the disciplines of Customer Experience (CX), Employee Experience (EX), and Experience Management (XM). But Bruce's impact goes even further. He...
2025-03-2227 min
Humanity At Scale: Redefining LeadershipBeyond Profits: The Power of Customer Loyalty with Fred ReichheldWhat if the key to business success isn't just about profits, but about truly enriching customers' lives?In this episode of Humanity at Scale, host Bruce Temkin sits down with Fred Reichheld, Bain Fellow, NYT best selling author, Keynote Speaker, and creator of the Net Promoter System, to uncover the true power of customer loyalty. They explore why traditional satisfaction metrics often fall short while measuring loyalty, how NPS is misinterpreted and misused, and the importance of focusing on the "earned growth rate" when measuring real advocacy. Fred shares why referrals are the ultimate proof of loyalty and...
2025-03-2039 min
Humanity At Scale: Redefining LeadershipThe “Dragon Slayer” Approach: Empowering Teams to Elevate Senior Care with Nikki KresseWhat if senior living communities could transform resident care through authentic human connection?In this episode of Humanity at Scale, host Bruce Temkin sits down with Nikki Kresse, Chief Experience and People Officer at Lifespace Communities, to discuss how immersive leadership transforms senior living. Nikki shares insights from her month-long stay in senior communities, highlighting the power of human connection, intentional vulnerability, and purpose-driven culture. They explore strategies for enhancing employee engagement, reducing turnover, and improving resident experiences. From Lifespace’s "Dragon Slayer" culture to addressing industry challenges, this conversation reveals how empathetic leadership can revolutionize both workplace dy...
2025-03-1343 min
Humanity At Scale: Redefining LeadershipPurpose, Perseverance, and People: Ryan Hogan’s Formula for SuccessIn this episode of Humanity at Scale: Redefining Leadership, Bruce Temkin hosts Ryan Hogan, entrepreneur and Naval officer, to discuss purpose-driven leadership. From selling Creepy Crawlers as a child to growing Hunt A Killer into a $55 million business, Ryan shares how perseverance, empathy, and understanding your team's "why" transform organizational culture. Through personal stories and actionable insights, Ryan highlights how authentic, caring leadership can inspire growth, foster trust, and create meaningful impact in both business and life.Join them as they discuss:The Entrepreneurial Journey Begins with Creepy CrawlersPurpose Beyond Profit - Leading with People in...
2025-03-0631 min
Humanity At Scale: Redefining LeadershipFrom Profit to Purpose: Rethinking Design’s Role in Society with Don NormanCan design truly make our world better? In this episode of Humanity at Scale, Bruce Temkin welcomes legendary design thinker Don Norman, co-founder of Nielsen Norman Group, to discuss the shift from human-centered to humanity-centered design. They explore how design must address societal and environmental impacts, rethink AI’s role as a creative tool, and move beyond profit-driven metrics to measure real human impact. Norman challenges traditional problem-solving, advocating for community-driven solutions and ethical, sustainable design. They also discuss the Don Norman Design Award’s mission to empower future designers. This thought-provoking conversation is essential for leaders and creat...
2025-02-2740 min
Humanity At Scale: Redefining LeadershipWhat is Humanity at Scale?Get ready for some exciting conversations and amazing insights. First episode is on Thursday 27th February
2025-02-2401 min
Speaking from ExperienceHumanity@Scale, with Bruce Temkin and Sujay SahaOver the previous decades, technology has made it easier to understand and connect with other people, whether through social media, digital adoption, or with the increasing use of AI. At the same time, human interactions have become more polarized, with growing levels of political and social conflict.We are at a critical juncture in world history. The combination of technology and interconnectivity can either be used to coerce and further polarize people, or it can be used to enhance human flourishing. How can we push the world in the latter direction? To answer that question, Will is...
2024-10-1643 min
Customer SmartsAI that’s blowing the minds of CX Leaders – Bruce Temkin, Brad AndersonThe speed at which AI is changing the customer experience space is mind blowing… Qualtrics invited me to record an episode of the Customer Smarts Podcast at their X4 Summit in Sydney last week. Every guest I interviewed was genuinely blown away and excited by the amazing new Gen AI driven capabilities, things like: conversational feedback in surveys - where Gen AI adapts questions based on how the person responses to get more robust insights. As well as Managers Assist on the employee experience side an AI feature that acts as a manager coach to help managers be...
2024-07-091h 04
Trust Builders Podcast: for CX, EX and Marketing Professionals ♥ AdoreboardBuilding Trust with Bruce Temkin: Godfather of Customer ExperienceBruce Temkin, aka The Godfather of Customer Experience, led Qualtrics’ XM Institute for 5 years, spent over a decade as a VP and Principal Analyst at Forrester and co-founded the Customer Experience Professionals Association (CXPA).The man on a mission is now researching and envisioning how to achieve a vision of "Humanity@Scale". As you can imagine, we’re VERY excited to have him as our first official guest! 🤩*** Episode 02: Bruce Temkin ***Global Head of Qualtrics XM InstituteDuring this episode, we will unravel the intricate dynamics of consumer trust, why Qualtrics has named 2...
2024-03-2857 min
The Delighted Customers Podcast with Mark SlatinBruce Temkin's Blueprint for Fostering Trust in CX and BeyondThis episode features someone who has been at the forefront of the customer experience movement, tirelessly leading the charge in understanding how trust shapes our interactions: CX luminary Bruce Temkin. Bruce co-founded the Customer Experience Professionals Association and broke the news on this episode, that he will be transitioning as Head of the XM Institute (Qualtrics) to the next chapter of his life. This is a very special episode because Bruce and I explore the critical importance of trust as it relates to CX and ultimately, generating positive financial results. In this episode: Why the XM Institute declared 2024...
2024-02-2846 min
The CX Leader Podcast | A resource for customer experience leadersEncore: Once Upon a TimeProducer's Note: During the summer months we'll be re-releasing some of our favorite episodes for our "Summer Encore Series." This episode was originally on August 24, 2021. We loved how our guest is passionate about connecting employees with the customers and brand through the use of storytelling. He and Steve discussed ways this can build empathy and understanding, which is vital to the overall culture of being a customer-centric organization. Please note that some details and situations described in the episode may not neccessarily be the same as when it originally was released. When we talk about “experiences” it’s often...
2023-07-2530 min
Business Transformation Pitch with The CX GoalkeeperUnleashing the Power of Experience Management with Bruce TemkinIt was an absolute pleasure to have Bruce Temkin, one of the founders of customer experience and a leading figure in the field, on the CX Goalkeeper Podcast. Bruce's vast experience and insights into customer experience, transformation, and leadership are truly inspiring.Bruce currently leads the Qualtrics XM Institute and has been focusing on customer experience and employee experience for a long time. He has a deep understanding of how people think and feel in different contexts, whether they're customers, employees, colleagues, partners, fans, or patients. His mantra, "Experience matters, because people matter," is a testament to his dedication to...
2023-07-2432 min
The Delighted Customers Podcast with Mark SlatinDemystifying the Human Experience, Bruce Temkin, Head of the XM InstituteToday I talked to Bruce Temkin, speaker, thought leader, and a customer experience legend. Bruce co-founded the Customer Experience Professionals Association in 2011 and currently serves as the Head of the XM Institute. Bruce shared his thoughts on some important topics that can help empower your customer experience efforts: Bruce's transition from submarine engineer to CRM researcher at Forrester and the early days of the customer experience movement. A true story of Bruce enlightening two Australian retail executives on why CX is a must despite their current success. The ROI of CX explained philosophically and...
2022-12-0849 min
Liderando en Digital34 - La gestión de las experiencias en la incertidumbre con Miguel Serrano y Francisco de Sebastián de Qualtrics - Liderando en Digital LiveHoy hablamos con Miguel Serrano, Country Lead de España y Portugal, y Francisco de Sebastián, Sales Manager de Qualtrics sobre como liderar la gestión de experiencias en un entorno de incertidumbre como el actual. Hemos repasado la visión que nos transmitió Bruce Temkin, Head of Qualtrics XM Institute en su reciente workshop en Madrid. No os lo podéis perder.
Os dejo aquí el link al Informe Global Consumer Trends 2023 de Qualtrics: https://www.linkedin.com/smart-links/AQEBIyfIwj-Kow
Podéis ver la retransmisión de la conversación con Miguel y Francisco...
2022-11-0337 min
GatecrashersCornell and its Off-Campus, Off-Kilter Jewish CommuneIn the fall of 1970, a group of Jewish Cornell students did something radical. Energized by a Freedom Seder on campus led by Arthur Waskow and the countercultural movement sweeping a country, they created a Jewish communal house. The Cornell Havurah was an “an anti-establishment establishment,” completely independent with no deans, resident advisors, or national organizations overseeing it. The havurah was a residential component of the Jewish counterculture, a larger movement that included Jewish feminism and a Jewish anti-war movement. Translating literally to “fellowship,” the havurah was outside the synagogue structure, a place where Jews would com...
2022-10-1145 min
Doing Customer eXperience Right In The AI Era | Stacy ShermanLeading Experience Management During Uncertain Times with Bruce TemkinWhat does Experience Management (XM) mean? How is it changing, and what can leaders do to "boost inertia" to radically improve customer service, employee empowerment, and all human experiences at scale? Listen to Stacy Sherman and Bruce Temkin, Head of Qualtrics XM Institute, answer these questions and discuss six key laws of experience management to maximize results. You'll hear actionable tips to be a change agent and not only survive but actually thrive during uncertain times. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book...
2022-09-2533 min
CX TodayThe 2022 Global Consumer Trends Report with Bruce TemkinCX Today's Charlie Mitchell hosts Bruce Temkin, Head of Qualtrics XM Institute.
2022-08-1118 min
The CX Leader Podcast | A resource for customer experience leadersThe Revolutionized Contact CenterFor many companies the call center (or "contact center") is the frontline of their customer experience. And the past couple of decades have seen the channels in which customers can interact with your company explode beyond the simple phone call: email, live chat, social media... But are we failing to recognize the true value and potential of the contact center? Host Steve Walker welcomes Bruce Temkin of the Qualtrics XM Institute to discuss the newest technologies that help companies utilize the full potential of their contact centers.
2022-05-2429 min
CX ChampionsTackling CX in the Year of Agility with Bruce Temkin, Head of the Qualtrics XM InstituteThis episode features an interview with Bruce Temkin, Head of the Qualtrics XM Institute, the leading experience management platform in the world. Bruce is also known as the “Godfather of Customer Experience.” In this episode, Bruce discusses how to move from insight to action more quickly, focusing on sensing change, and how to thrive both personally and professionally in the year of agility.Quotes*”What we realized is this year, and probably even going farther out into the future, the organizations that succeed are those that can do that faster, learn faster, propagate insights faster, adapt...
2022-05-1836 min
The CX Leader Podcast | A resource for customer experience leadersThe Year of AgilityThis podcast has always maintained that customer experience is one of the best differentiators you can leverage in driving customer loyalty. And there’s yet another piece of research that is proving this assertion, with customers giving companies a clear warning about 2022: “we won’t tolerate bad experiences.” Host Steve Walker welcomes Bruce Temkin, head of the Qualtrics XM Institute, to discuss the results of their "2022 Global Consumer Trends" report.
2022-01-2527 min
The CX Leader Podcast | A resource for customer experience leadersOnce Upon a Time...When we talk about “experiences” it’s often from a holistic point of view – through the lens of “experience management”, or “XM.” But how do you connect the customer with the employees, or the employees with the brand? One way is through the use of storytelling, which can be particularly effective in building empathy and understanding. Host Steve Walker welcomes Bruce Temkin, head of the XM Institute, for a discussion on how storytelling can build customer empathy and lead to better customer experience.
2021-08-2429 min
Business Transformation Pitch with The CX GoalkeeperThe CX Goalkeeper with Miles C. Thomas is about 5 steps to great service and great experiencesMiles C. Thomas is the global head of customer service and experience at International Baccalaureate. Founder HumanizedCX & CX Wales. Chair of Judges at the CX awards and internationally recognized CX leader. A customer experience, success, service and operations leader for organizations such as Deloitte and the International Baccalaureate. Miles explains five steps for a great service and great experiences 1) Engaging and empowering leadership – Executives who understand the importance of CX Buy-in Leader should enable the organization (e.g., from tools and training point of view) to empower employees to meet objectives On...
2021-02-0140 min
When Sacrifice CallsThe 2020 Miracle Sacrifice is made by so many in such different capacities. In this episode of "When Sacrifice Calls" host Lesley Lykins shifts the focus from Military Reservists and National Guardsmen to America's Healthcare Workers and the sacrifices made to bring medications to market. . Lesley reflects on the COVID-19 vaccination and the many sacrifices she has observed while working at a hospital this year. She speaks with special guest, Christa Bigham, RPhPharmDMSCS, a senior pharmacy director about the importance of the COVID-19 vaccination. Finally, she weaves in her family's 2020 miracle and how it came from the...
2020-12-3137 min
B2B Insights Podcast#24: CX Masters - Bruce Temkin, Qualtrics XM InstituteWith CX a top priority for most B2B companies heading into 2021, we’re launching our brand new CX Masters series where we talk to the world’s greatest CX experts to give you actionable takeaways on how to create a superior customer experience. In this third episode we talk to Bruce Temkin, Head of the Qualtrics XM Institute. Bruce has been a central figure in the world of CX for over 20 years, from his influential thought leadership at Forrester, through to founding The Temkin Group and co-founding the Customer Experience Professionals Association.
2020-12-1849 min
The Game Changer NetworkPaul Greenberg - The Commonwealth of Self-InterestInterview by Chicke Fitzgerald of the Game Changer Network as a part of the Best of the Game Changer series
Twenty-first century customers are demanding more than ever - they will communicate with a company in whatever channel they need to at the time they want to. They want their interactions with the company to be seamless, convenient and simple. They want to get whatever it is they want to do with your company done as fast as possible. AND they want more than just good products and services, products, services, the tools they need to control their interactions with...
2020-05-2150 min
Do By FridayThat Particular KarenThis week’s challenge: do some yoga.
You can hear the after show and support Do By Friday on Patreon!
Edited by Quinn Rose
Engineered by Cameron Bopp
Show Notes
Nathan for You
Magic Puzzles by Max Temkin — Kickstarter
Speaking Fees for Former Presidents - List and Details
You Look Nice Today Episode 6: Jobbo
kung fu grippe | Circus Agent
Roderick on the Line - Merlin Mann
Two Headed Girl
Two Headed Girl is creating Queer Podcasts | Patreon
Reconcilable Differences #130: Good Quorn - Relay FM
Down Dog | Great Yoga Anywhere
Understanding Bruc...
2020-05-141h 13
Crack The Behavior CodeBusting 3 Massive Myths About Employee EngagementThere’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. And to throw some fuel on the fire, myths about what actually creates engagement are rampant—and are making the problem worse. Here’s what I know for sure is true, from the 1,000+ organizations I’ve helped to boost employee engagement over the past 30+ years. There are three (if not more!) prevalent myths I come across constantly—and it’s time to bust them. Myth #1: Employees Are Professionals—They Aren’t Supposed To Be...
2020-01-1811 min
Punk CX: Customer Experience Insights with Adrian SwinscoeC+/B- is the grade the customer experience industry currently deserves - Interview with Bruce TemkinC+/B- is the grade the customer experience industry currently deserves - Interview with Bruce Temkin, Head of the Qualtrics XM Institute. He joins me today to talk about his view on the current state of the customer experience industry, what it needs to focus on next, being acquired (twice in a few months) and what’s coming up next for him and the XM Institute.
2019-11-0321 min
Do By FridayMacintoshes TemkinThis week's challenge: read a children’s book that isn’t Animorphs.
You can hear the after show and support Do By Friday on Patreon!
Edited by Quinn Rose
Engineered by Cameron Bopp
Show Notes
Gen Con LLC | Gen Con 2019
A Yazidi woman from Iraq told Trump that ISIS killed her family. ‘Where are they now?’ he asked. - The Washington Post
The Great Mouse Detective - The world’s greatest criminal mind (lyrics) - YouTube
Batman in film - Wikipedia
John Bercow calls Prime Minister’s Questions Question Time : HelloInterne...
2019-07-251h 05
The CX Leader Podcast | A resource for customer experience leadersThe Evolution of CXPat Gibbons guest hosts this week's episode on where the term "CX" originated. An interview with Bruce Temkin, head of the XM Institute, on how the Customer Experience Professionals Associate was formed and how customer experience has evolved.
2019-01-1524 min
Chuck and AnthonyThe World's Smartest Robot Punchers (with Max TemkinBruce Banner can't stop snacking.
2018-11-2900 min
Amazing Business RadioMatt Dixon Discusses New Ways to Win the Battle for Customer LoyaltyA convenient, frictionless experience is something that consumers want and need, and are willing to pay for.
Shep Hyken interviews noted business writer and sought-after speaker, Matt Dixon, to define the effortless experience.
First Up:
Shep Hyken’s opening comments focus on how important it is to create an easy experience for your customers. Delivering convenience is going to be the battleground for what future customer service is all about.
Shep talks about a list of the top retailers who create the best customer service list, provided by Bruce Temkin, co-founder of the Customer Experience Professionals Association. Ace Hardware, wh...
2017-05-0835 min
The Leadership PodcastTLP016: Leadership and the Customer ExperienceCo-hosts Jan Rutherford and Jim Vaselopulos interview Bruce Temkin, Customer Experience Transformist and Managing Partner of Temkin Group. Bruce is widely viewed as a customer experience visionary, helping large companies define and accelerate their customer experience journeys. He trains leaders the principles of purpose, brand value, employee engagement, and customer connectedness, helping them transform their organizations to provide a superior customer experience. Listen in to learn how to improve your organization with purposeful customer connections. Key Takeaways [3:35] Customer emotion drives loyalty. We've named 2016 as the year of emotion. [5:26] While in a small group, emotional intelligence is important, and in a...
2016-09-2144 min