Bruce Temkin

#HumanExperience Visionary/Speaker/Researcher & Head of @Qualtrics #XM Institute. Co-Founder of Views = my own.

[Bruce Temkin @btemkin]

Yes, #AI can help with #CustomerService. But they need to be held accountable.

Last week, @Delta’s AI agent lied to me about being human. So in this week’s edition of Humanity At Scale, I discuss what companies can learn from this experience.

https://t.co/ZfNDVPK7wW

[Bruce Temkin @btemkin]

What’s a good sign that a company isn’t using #AI appropriately? When a virtual agent lies about being a human agent. That was my experience 10 minutes ago with @Delta.

Virtual agents can be valuable assets in serving customers. But lying should never be allowed.

[Bruce Temkin @btemkin]

Read my full LinkedIn Post: https://t.co/o8njHpb1Uk

#HumanityAtScale #Leadership #Empathy #Civility #Trust #KurtGray #Outraged #Disagreement #Polarization

[Bruce Temkin @btemkin]

🔴 I can’t stop thinking about the murders in Minnesota.

Yes, they were horrifying. But what’s haunted me isn’t just the violence—it’s what it reveals about the world we’re shaping.

What kind of society are we creating if every disagreement becomes a declaration of war?

[Bruce Temkin @btemkin]

Check out my podcast episode: "Beyond Right and Wrong: Rethinking Moral Disagreements with Kurt Gray."

🎧 https://t.co/pdnt5fxIJT

[Bruce Temkin @btemkin]

(4) Stories shape outcomes.
Othello didn’t fall because of facts—he fell because of a story he chose to believe. Leaders must constantly examine the narratives they share and the ones that they buy into.

[Bruce Temkin @btemkin]

🎭 We saw @othellobway last night—and it was excellent!

@iamKENNYLEON’s direction places the play in a modern setting while preserving Shakespeare’s original text. I didn’t catch every word—but it didn’t matter. The emotion, pacing, and performances kept me fully engaged.

[Bruce Temkin @btemkin]

(2) Culture is what you tolerate.
Iago thrives because no one calls him out. Toxicity doesn’t need permission—just silence.

(3) People need to feel seen.
Iago’s manipulation is driven by resentment. When people feel invisible, they’ll find other ways to matter.

[Bruce Temkin @btemkin]

Doesn’t it feel like #trust is disappearing?!?

This week's edition of Humanity At Scale, focuses on trust—not as a buzzword, but as a system of beliefs and behaviors that can either be built by design or eroded by default.

https://t.co/nDyFKu17j8

[Bruce Temkin @btemkin]

In the latest Humanity At Scale #newsletter, I examine "The Anatomy of Trust."

#Trust drives commitment, engagement, and advocacy, especially in times of change, and is built or broken by two questions: Can I rely on you? and Do you care about me?

👉https://t.co/nDyFKu17j8

[Bruce Temkin @btemkin]

🔥 Six Bold Thinkers. Five Big Shifts. One Human-Centric Future

This week's edition of the Humanity At Scale newsletter features 6 executives and thought #leaders who will get you to rethink your #leadership.

Read it👉 https://t.co/pUg7tjfzH7

[Bruce Temkin @btemkin]

💡 Smart leaders aren’t know-it-alls—they’re learn-it-alls.

Check out the latest episode of Humanity At Scale: Redefining Leadership Podcast featuring @LizWiseman.

🎧 Apple Podcast: https://t.co/XwkWTMoS2a
🎧 Spotify: https://t.co/Mtn0llpf2j

[Bruce Temkin @btemkin]

Great #leaders tell less and ask more!

Check out the latest episode of Humanity At Scale: Redefining Leadership Podcast, with my guest, @LizWiseman.

🎧 Apple Podcast: https://t.co/XwkWTMoS2a
🎧 Spotify: https://t.co/Mtn0llpf2j

#leadership #multipliers

[Bruce Temkin @btemkin]

In this week's edition of my Humanity At Scale newsletter, I share...

The Six Laws of #CustomerExperience.

They reflect fundamental human truths—how people think, feel, and respond—and how organizations can either uplift or frustrate them.

https://t.co/kbn3LkFLfe

[Bruce Temkin @btemkin]

Let’s face it — #conflict is everywhere.

In my Humanity At Scale: Redefining #Leadership Podcast, I chat with @TaniaIsraelPhD about how #leaders can use #curiosity, #empathy, and #dialogue.

Apple Podcasts: https://t.co/5RGxGZOGTQ

Spotify: https://t.co/t2knffNnTY