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.

Harley Manning's Research

  • 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 exp...

    • Downloads: 61
  • For Customer Experience Professionals

    Report: Transform To An Experience-Driven Organization

    Companies see substantial business benefit when they systematically hunt down and eliminate customer experience problems. But eventually they need to stop doing business in ways that create thos...

    • Downloads: 1635
  • For Customer Experience Professionals

    Report: The Customer Experience Index, France 2014

    How good is the experience at leading French companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 38 Fr...

    • Downloads: 191
  • For Customer Experience Professionals

    Report: The Customer Experience Index, UK 2014

    How good is the experience at leading UK companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 28 UK bra...

    • Downloads: 261
  • For Customer Experience Professionals

    Report: Predictions 2014: Customer Experience

    Customer experience (CX) made big news in 2013, with firms investing big bucks in boosting their CX efforts and cringe-inducing failures making international headlines. In 2014, expect two domin...

    • Downloads: 799
  • For Customer Experience Professionals

    Report: What's The Right Customer Experience Strategy?

    Most companies lack a customer experience strategy. As a result, their leaders struggle with decisions about funding and prioritizing projects meant to improve customer experience at the enterpr...

    • Downloads: 2929
  • For Customer Experience Professionals

    Report: Topic Overview: Customer Experience In A Down Economy

    As markets around the world continue to decline, credit stays tight, and job cuts escalate, making the case for customer experience will be even more of a challenge. But firms can ensure that th...

    • Downloads: 3166
  • For Customer Experience Professionals

    Report: Topic Overview: Customer Experience

    Forrester's customer experience research helps customer experience professionals and interactive marketing professionals compete effectively in a world where empowered consumers are getting hard...

    • Downloads: 2550
  • For Customer Experience Professionals

    Report: Transform To An Experience-Driven Organization

    Companies see substantial business benefit when they systematically hunt down and eliminate customer experience problems. But eventually they need to stop doing business in ways that create thos...

    • Downloads: 1635
  • For Customer Experience Professionals

    Report: Top 10 Web Design Fixes For Improving Business Results

    The overwhelming majority of today's Web sites suffer from design flaws. These problems hurt the business by making it hard for customers to achieve goals like buying products, opening an accoun...

    • Downloads: 1491
View all of Harley Manning's Research

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