Financial Services Customer Experience, Business Strategy For Customer Experience, Customer Experience Management, Financial Services, Organization & Culture For Customer Experience, Customer Experience
Bruce serves Customer Experience professionals. He is a leading expert in how companies build differentiation with customer experience through corporatewide strategies and initiatives. Bruce was instrumental in the development of many of Forrester's customer experience evaluation methodologies and training courses. During his nine years with Forrester, Bruce has led the company's financial services and customer experience practices.His research focuses on the business strategies, operational processes, and organizational structures required to create and sustain superior customer relationships. Bruce has authored several Forrester Big Idea documents on customer experience: "Scenario Design: A Disciplined Approach To Customer Experience," "The Customer Experience Value Chain," and a new concept called "Experience-Based Differentiation."
Bruce has extensive experience with technology-based business ventures, managing technology-centric efforts in both large and small firms. Prior to joining Forrester, Bruce was an executive officer at a couple of startups — including NetBroker, where he built one of the first Internet-based retail brokerage applications. Before those startup experiences, he held management positions at General Electric, Stratus Computers, and Fidelity Investments.Bruce has been widely quoted in the press, including such media outlets as BusinessWeek and the Los Angeles Times. An accomplished public speaker, Bruce also has delivered keynote speeches at many events, including Forrester's Consumer Forum, Finance Forum, Executive Forum, Technology Leadership Forum, and European IT Leadership Forum.
Bruce holds a master's degree from the MIT Sloan School of Management, where he concentrated in business strategy and operations. He also holds a bachelor of science degree in mechanical engineering from Union College.
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