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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6 results in Reports

  • Past 12 months
  • Tina Moffett
  • For Interactive Marketing Professionals

    Report:The Forrester Wave™: Marketing Mix Modeling, Q2 2013

    The Nine Providers That Matter Most And How They Stack Up

    Since Forrester published its first Wave™ evaluation on marketing mix modeling in 2011, the market has undergone significant growth and evolution as marketers demand more in-depth, real-time,...

    • Downloads: 786
    • Rating:
  • For Customer Insights Professionals

    Report:Consumer Insights Professionals Must Demonstrate Attribution Success

    Performance Management: The Cross-Channel Attribution Playbook

    The ultimate goal of cross-channel attribution measurement is to help marketers understand what's working and what isn't through recalculating key performance indicators (KPIs) in a more accurate,...

    • Downloads: 318
  • For Customer Insights Professionals

    Report:Quick Take: Google Attribution Improves, But Not Enough

    Google's New Tool Is A Step Toward Understanding Customer Journeys

    Forrester recently attended the 2013 Google Analytics Summit (GA Summit) in Mountain View, California. Following the August announcement of its new Data-Driven Attribution (DDA) tool, Google took...

    • Downloads: 192
    • Rating:
  • For Marketing Leadership Professionals

    Report:Extract Business Value From Your Mix Model

    Case Study: USAA Leverages A New Model And Processes To Drive Marketing Decisions

    USAA, a large financial services firm, has successfully leveraged marketing mix optimization to uncover the strategic drivers of the business. The insights helped USAA recalibrate marketing and media...

    • Downloads: 120
  • For Customer Insights Professionals

    Report:Determine The Best Attribution Provider Based On Long-Term Measurement Needs

    Tools And Technology: The Cross-Channel Attribution Playbook

    Customer intelligence (CI) professionals increasingly look to attribution experts for guidance and tools to help calculate true channel and customer purchase path. While there is a broad array of...

    • Downloads: 318
  • For Customer Insights Professionals

    Report:B2B Measurement Needs A Reboot

    B2B Customer Insights Professionals Must Focus On Consumer Indicators To Drive Business Success

    Business-to-business (B2B) organizations struggle to provide a holistic measurement framework. B2B customer insights (CI) professionals must constantly deal with siloed, incomplete measurement of...

    • Downloads: 167
    • Rating: