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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53 results in Reports

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

    Report:Staff Agile Teams For Social Marketing Success

    Organization: The Social Marketing Playbook

    Marketers tell us that organizational challenges make it difficult to scale and optimize their social marketing efforts: Siloed teams, rigid processes, and resource constraints block their...

    • Downloads: 445
  • 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: 227
  • For CIO Professionals

    Report:The DNA Of The Chief Digital Officer

    What To Look For When Hiring A Digital Leader

    While it's crucial for strong CIOs and CMOs to work in tandem to drive firms into the age of the customer, the job of chief digital officer (CDO) has recently emerged as a new role on the leadership...

    • Downloads: 238
  • 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 CMO Professionals

    Report:Organizing For Digital Disruption: Where And How To Ignite The Disruption You Need

    Forrester's surveys make it clear that executives believe in digital disruption; a majority of them are excited to put into practice the foundational tenets on which digital disruption must be built:...

    • Downloads: 531
  • For eBusiness & Channel Strategy Professionals

    Report:Sustain A Digital Culture

    Continuous Improvement: The Digital Business Transformation Playbook

    Organizations face a number of roadblocks as they transform to become truly digital businesses. Legacy technology, siloed KPIs, and a lack of understanding of how customers really use emerging...

    • Downloads: 749
  • 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: 98
  • For Customer Experience Professionals

    Report:The State Of Customer Experience Management In Australia, 2014

    The only way to compete effectively in the age of the customer is to become truly customer obsessed. To help firms achieve this goal, this report sheds light on the current state of customer...

    • 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: 453
  • 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: 443
  • For CMO Professionals

    Report:Predictions 2014: B2C CMOs Embrace The Post-Digital Landscape

    The post-digital era is upon us — digital has tremendous impact but no longer lives in its own vacuum of marketing tactics. And this will be another year in which fast-paced technology adoption...

    • Downloads: 359
  • 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: 464
  • For CMO Professionals

    Report:The New Roles That Will Power Your Marketing Operating System

    CMOs Need To Add Key Roles To Tune The New Marketing Org For Customer Obsession

    As empowered customers take control of their relationship with brands, CMOs must redefine their organization in the form of a marketing operating system (MOS). A MOS-based organizational design...

    • Downloads: 261
  • For Customer Insights Professionals

    Report:Safeguard Your Social Intelligence Strategy

    Managing Privacy, Risk, And Compliance Challenges When Listening To And Leveraging Social Data

    The more granular you get when collecting and analyzing social data, the more value you can extract with meaningful customer segmentation, affinity mapping, and other valuable customer insights. The...

    • Downloads: 92
  • For CMO Professionals

    Report:The CMO's Blueprint For Strategy In The Age Of The Customer

    Four Imperatives To Establish New Competitive Advantage

    Your customers, empowered by technology, can leave at any moment. To retain their loyalty, companies like Hilton Worldwide and The Home Depot plan to spend hundreds of millions of dollars to redefine...

    • Downloads: 22
  • For Marketing Leadership Professionals

    Report:Organize To Support Integrated Messaging

    Organization: The Email Marketing Playbook

    The future of email is integration with other marketing channels. But most email organizations today are too small and too operationally focused to be prepared for customer-focused integrated...

    • Downloads: 152
  • For Marketing Leadership Professionals

    Report:Big Data's Big Meaning For Marketing

    Use Big Data To Deliver Context And Personalization At Scale

    In the age of the customer, it's not enough for your organization to simply meet your customers' needs. Today, your customers often expect you to anticipate their needs, in much the same way as the...

    • Downloads: 540
  • 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: 190
  • 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 CMO Professionals

    Report:Evaluate The Completeness Of Your Marketing Effort

    Assessment: The Customer Life-Cycle Marketing Playbook

    The world your customers live in is complex — a maze of media, devices, conversations, and interactions — and to make a connection between them and your brand means finding new ways to...

    • Downloads: 572
  • 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: 157
  • 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: 230
  • 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: 123
  • 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: 512
  • 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