Harley Manning

Vice President, Research Director serving Customer Experience PROFESSIONALS

Harley serves Customer Experience Professionals. He is a research director in the Customer Experience practice at Forrester, and the coauthor of Outside In: The Power of Putting Your Customers at the Center of Your Business. The book is a comprehensive study of why customer experience is fundamental to the success of every business. It explores the six disciplines companies need to master in order to compete effectively in a world where their customers can leave them more easily than ever.

Harley's research, analysis, and opinions have appeared in The Harvard Business Review, Forbes, The Economist, FT.com, Fast Company, Investor's Business Daily, and Direct Marketing News. He is a regular contributor to the 1to1 media blog. An accomplished speaker, Harley has keynoted major business conferences around the world.

Harley founded Forrester's Customer Experience research coverage when he joined the firm in 1998. For his first report, he created a website review methodology that's now been used to evaluate the online customer experience of more than 1,500 sites for both research and consulting purposes. The methodology forms the basis for a popular series of workshops that have been delivered across the U.S., Europe, and Asia. It has since been extended to cover cross-channel customer interactions that span touchpoints ranging from voice-response systems to mobile apps.

Harley also founded Forrester's annual Customer Experience Forum, the company's largest event. In addition to its original location in New York, the Forum also takes place in Los Angeles and London. Harley hosts and moderates the forum in all three locations and leads speaker recruitment for the event.

Previous Work Experience

Harley came to Forrester in 1998 after spending 18 years designing and building interactive services for companies such as Dow Jones, AT&T, MCI, Prodigy, and Sears. While at AT&T he worked for a time in the former Bell Labs, where he collaborated with scientists conducting research in the field of applied artificial intelligence (two patents awarded). 

Education

Harley holds a Master of Science degree in advertising from the University of Illinois, Urbana.

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49 results in Reports

  • Marketing Organization & Culture
  • Past 12 months
  • For CMO Professionals

    Report:The CMO And CIO Must Accelerate On Their Path To Better Collaboration

    Chief marketing officers (CMOs) need to engage their chief information officers (CIOs) to develop the most effective strategy for putting marketing technology into practice. But the two organizations...

    • Downloads: 385
  • For Marketing Leadership Professionals

    Report:Find, Support, And Keep Emerging Touchpoint Talent

    There is no uniform organization structure to support emerging touchpoint innovation. Instead, success requires a shared strategy and C-level support of nontraditional, high-caliber staff. Today's...

    • Downloads: 93
  • For Marketing Leadership Professionals

    Report:Balance Trust With Targeting In Social Reach Marketing

    A Reach-Focused Road Map For The Social Marketing Playbook

    Reach marketing helps potential customers discover your brand and offerings and, in social as in other channels, requires a mix of tactics that's not the same as at other stages of the customer life...

    • Downloads: 272
  • For Marketing Leadership Professionals

    Report:Brief: Get The Most Out Of Stakeholder Meetings

    Stakeholder meetings make or break your emerging touchpoint marketing program. To make progress, you need to ensure you are prepared not just to profile the current opportunity but also to take the...

    • Downloads: 79
  • For Marketing Leadership Professionals

    Report:Beyond ROI: Showcasing The True Impact Of Mobile Marketing

    Business Case: The Mobile Marketing Playbook

    Mobile phones are becoming ubiquitous, but the same cannot be said for sophisticated mobile marketing strategies within organizations. It's a classic chicken-or-egg problem: Marketers can't build a...

    • Downloads: 449
  • For CMO Professionals

    Report:The Rise Of The Customer Life-Cycle Marketing Systems

    Tools And Technology: The Customer Life-Cycle Marketing Playbook

    Marketers need business technology that can help them create, manage, and measure increasingly complex marketing efforts. Major technology vendors have invested to help reduce this complexity for...

    • Downloads: 503
  • For CMO Professionals

    Report:Reboot Your Organization For Modern Marketing

    Use A Marketing Operating System Approach To Reconstruct Your Marketing Organization

    Hierarchical and channel-obsessed marketing organizational structures do not effectively support the customer-obsessed approach that Forrester believes will help firms win, serve, and retain...

    • Downloads: 433
  • For Customer Insights Professionals

    Report:Brief: Make Marketing Resource Management Smarter With Analytics

    Integrate Customer And Process Data To Advance Sophistication

    Marketing resource management (MRM) technology on its own does little to bring marketers closer to their customers. But implementations continue to grow because MRM provides comprehensive audit...

    • Downloads: 82
  • For CMO Professionals

    Report:The Costs And Benefits Of Marketing Innovation Labs

    Build An Innovation Lab To Focus The Organization On "What's Next" Customer Engagement Opportunities

    Marketing innovation labs are all the rage. Companies including Staples, Wal-Mart, Mondelez International, Nike, Comcast, Nestlé, Chick-fil-A, and many more have developed innovation labs to...

    • Downloads: 423
  • For Application Development & Delivery Professionals

    Report:Two Paths To The Ideal Digital Experience Delivery Organization

    Digital Customer Experience Delivery Demands An Organizational Transformation

    Many application development and delivery (AD&D) leaders are often on the outside looking in when it comes to their organizations' digital customer experience projects. Yet their role has great...

    • Downloads: 273
  • For CMO Professionals

    Report:Start To Build Your Ultimate Customer Relationship

    Digital Platforms Pave The Way For Others To Build Powerful Lifestyle-Enhancing Relationships

    Thanks to digital disruption, consumers have fully embraced a world where they use digital enablers to connect with companies more deeply than ever before. Digital platform providers like Amazon.com,...

    • Downloads: 393
  • For Marketing Leadership Professionals

    Report:Plan A Stream Of Emerging Touchpoint Programs

    No two organizations are the same, and that means there is no universal approach to developing a single emerging touchpoint. Developing a stream of these innovative touchpoints is even more...

    • Downloads: 79
  • For Application Development & Delivery Professionals

    Report:Build Your Dream Team: Organizing To Deliver Exceptional Digital Experiences

    Organization: The Digital Experience Delivery Playbook

    Many application development and delivery (AD&D) leaders are on the outside looking into their organizations' digital customer experience projects. Yet their role has great potential to expand as...

    • Downloads: 1098
  • For CMO Professionals

    Report:Brief: Five Behaviors Inspire Organizations' Shift To A Marketing Operating System Approach

    Forrester recommends that chief marketing officers (CMOs) shift from hierarchical and channel-obsessed structures to a new organizational framework — the marketing operating system (MOS)...

    • Downloads: 117
  • For Marketing Leadership Professionals

    Report:Getting The Green Light For Marketing Mix Optimization

    Business Case: The Marketing Mix Optimization Playbook

    Marketers must update traditional media mix models to incorporate fast-emerging channels such as social and mobile. But, to make sure the marketing plans reflect the insights from more sophisticated...

    • Downloads: 576
  • For Infrastructure & Operations Professionals

    Report:Forrester's I&O And Marketing Partnership Readiness Self-Assessment

    Forrester recommends using the marketing partnership readiness self-assessment tool to help I&O professionals understand whether they are ready to partner with marketing and other members of...

    • Downloads: 7
  • For CMO Professionals

    Report:Content Matters Across The Entire Life Cycle

    Include Post-Purchase Activity To Increase B2B Content Effectiveness

    Business-to-business (B2B) CMOs so fixate on acquisition in their content marketing efforts that they fail to deliver content that addresses the day-to-day realities that customers face when living...

    • Downloads: 198
  • For CMO Professionals

    Report:How To Build A Strong B2B Brand

    B2B Brands Gain In Importance In The Age Of Empowered Customers

    Business-to-business (B2B) organizations find themselves dependent on a strong brand to maintain a place in the consideration set as business buyers gain control over the purchase process with easy...

    • Downloads: 457
  • For CMO Professionals

    Report:CMOs Must Prepare For Lead-To-Revenue Investments Now

    Balance People And Process To Fund L2RM

    This report, originally written for customer insights professionals, includes content relevant to CMOs, especially those leading marketing for business-to-business (B2B) companies. Here's why:...

    • Downloads: 209
  • For Security & Risk Professionals

    Report:Executive Spotlight: Selling Security To The CMO

    An Outline Of CMO Priorities, And The Five Questions Every CISO Should Ask The CMO

    The age of the customer is redefining business challenges for organizations of all types. Rather than paying lip service to "customer care," they now must become "customer-obsessed" to retain market...

    • Downloads: 208
  • For Marketing Leadership Professionals

    Report:Publishers Must Invest In First-Party Data Protection

    Safeguard Your Single Most Important Asset

    First-party data is a publisher's single most important asset. It represents the trust that a publisher builds with a loyal audience. It embodies the very essence of a publisher's brand, and it is...

    • Downloads: 128
  • For Infrastructure & Operations Professionals

    Report:Five Ways To Impress Marketing And Support Digital Business Transformation

    Spruce Up I&O And Partner With Marketing To Support Digital Strategy Delivery

    The age of the customer demands that your firm transform into a digital business. Your marketing colleagues are leading this shift, but Forrester finds that they are currently facing numerous...

    • Downloads: 109
  • For Customer Insights Professionals

    Report:A Stopgap For Marketing Science Scarcity

    Organization: The Customer Analytics Playbook

    Marketing scientists play an essential role in converting the ever-increasing amount of customer data into more profitable customer relationships. The scarcity of skilled marketing scientists,...

    • Downloads: 187
  • For CMO Professionals

    Report:CMOs Must Embrace Software's Role In Delivering A Compelling Brand Experience

    Software Must Enrich Your Brand

    This report, originally written for CIOs, includes content relevant to chief marketing officers (CMOs). And here's why: A perfect storm of technology change — mobile, social, and digital...

    • Downloads: 116
  • For Customer Insights Professionals

    Report:Balance People And Process To Fund L2RM

    Business Case: The Lead-To-Revenue Playbook

    Today business buyers have more access to information that lets them explore solutions prior to engaging in a formal purchase process. This puts marketing in the hot seat to drive customer interest...

    • Downloads: 149