Managing Director, CXLign – Banking
With Rivel since 2019
Bruce oversees Rivel’s banking research business, CXLign – Banking, which utilizes the results of its vast Customer and Prospect Benchmarks survey dataset to produce focused reports on specific institutions within a particular footprint area, and helps banks measure their competitive position and track their performance over time. As one of the leading experts in banking customer research in the world, he is a regular speaker at industry conferences and has helped numerous banks and credit unions develop their customer experience and member experience programs.
Prior to joining Rivel, Bruce founded Customer Experience Solutions and created the Banking Benchmarks, the largest syndicated banking studies in the world, now part of Rivel’s CXLign – Banking division. Before that, he held senior roles at the Nielsen Company, the world’s largest market research company, as well as Greenwich Associates and Qualtrics.
Bruce is Director and Board Member of Westport Sunrise Rotary and Director of the Green Career Institute. In his spare time, Bruce leads Rotary hands-on activities like food drives, reading programs in schools and building schools in developing countries. His favorite book is “The Stars My Destination” by Alfred Bester.
He graduated summa cum laude with a degree in Political Economy and Asian Studies from the University of California, Berkeley, and earned an MA in Cantonese from the University of Hong Kong.