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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28 results in Reports

  • Harley Manning
  • 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 enterprise...

    • 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 the...

    • 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 harder...

    • Downloads: 2550
  • For Customer Experience Professionals

    Report:Transform To An Experience-Driven Organization

    Executive Overview: The Customer Experience Maturity Playbook

    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 those...

    • 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 account, or...

    • Downloads: 1491
  • For Customer Experience Professionals

    Report:Best Practices For Launching Site Redesigns

    When companies redesign sites, users' aversion to change results in problems like spikes in call center traffic and social media backlash. That's because changes in site design force users to learn...

    • Downloads: 1357
  • For Customer Experience Professionals

    Report:Customer Experience Maturity Assessment

    Forrester's customer experience maturity framework outlines the 40 essential practices companies must perform in order to design, implement, and manage customer experience in a disciplined way....

    • Downloads: 1080
  • For Customer Experience Professionals

    Report:The Future Of Web Design: Balanced Support For Both Customer Goals And Brand Communication

    Forrester interviewed 19 creative directors and user experience directors from 12 top interactive agencies in the UK to ask them why there is a divide between Web sites that communicate brand...

    • Downloads: 872
  • 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 dominant...

    • Downloads: 799
  • For Customer Experience Professionals

    Report:Web Site User Experience 2010: US Banks

    Forrester Applies Its Web Site User Experience Review Methodology To Six Top US Banks

    Forrester evaluated the user experience at the public-facing Web sites of the six leading US banks by assets: Bank of America, Chase, Citibank, PNC Financial Services, US Bank, and Wells Fargo....

    • Downloads: 843
  • For Customer Experience Professionals

    Report:Web Site Brand Reviews: What, Why, And When

    A Testing Method To Make Your Brand Stand Out In Your Web Experience

    During these uncertain economic times, it's even more important that brand attributes relate to key user goals and are always in front of your customers, giving them the desire and confidence to shop...

    • Downloads: 653
  • For Customer Experience Professionals

    Report:People Who Transform An Experience-Driven Organization

    This stakeholder map is designed to help customer experience professionals plan and coordinate activities across roles and functions as well as clarify the responsibilities of participants in the...

    • Downloads: 712
  • For Customer Experience Professionals

    Report:How To Survive The Browser Wars

    Top Considerations When Designing For Cross-Browser Interoperability

    The browser wars have turned hot! How can companies deliver a high-quality Web experience in a world of proliferating platforms — without breaking the bank? The answer lies in best practices...

    • Downloads: 534
  • For Customer Experience Professionals

    Report:Top Customer Experience Takeaways From The Web 2.0 Expo, 2009

    Forrester recently attended the Web 2.0 Expo in New York, where presenters discussed techniques to improve customer experience. Among speakers' top recommendations for customer experience...

    • Downloads: 464
  • For Customer Experience Professionals

    Report:Web Site Reviews: What, Why, And When

    An Overview Of The Benefits And Limitations Of Expert Reviews

    During these uncertain economic times it's even more important to satisfy customers by offering them a high-quality Web experience. Web site reviews offer an efficient way to identify — and...

    • Downloads: 308
  • For Customer Experience Professionals

    Report:UK Site Search Best Practices: Creating A User-Centered Search Experience

    Users only need two things for a positive site search experience: relevant results and an easy-to-use interface. Fortunately, today's leading sites help users get what they need by implementing best...

    • Downloads: 362
  • For Customer Experience Professionals

    Report:The 2009 European Web Design Vendor Survey

    Forrester Asks 46 European Interactive Agencies About Their Web Design Practices

    For Web site owners, choosing the right Web design vendor can be a serious challenge. Project costs are high, and agencies are becoming increasingly selective about the projects they take on. To help...

    • Downloads: 307
  • For Customer Experience Professionals

    Report:Undo Functionality Best Practices

    Today's leading sites offer a number of best practices for letting users reverse completed actions and previous selections, jump between steps, and understand which steps are final. Customer...

    • Downloads: 267
  • 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 brands...

    • Downloads: 261
  • For Customer Experience Professionals

    Report:The Netherlands' Customer Experience Index, 2008

    Consumers Rate The Customer Experience Of 57 Large Firms In The Netherlands

    Forrester asked 5,000 consumers in the Netherlands about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these...

    • Downloads: 220
  • For Customer Experience Professionals

    Report:UK Utilities Don't Energize Consumers With Their Home Pages

    Forrester Reviews The Home Pages Of Six UK Energy Suppliers

    Forrester evaluated the home pages of the UK's top energy suppliers and found that there is significant room for improvement: Only one company achieved a passing score. To attract new customers and...

    • Downloads: 230
  • 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 French...

    • Downloads: 191
  • For Customer Experience Professionals

    Report:Forrester Web Site Review Scorecard

    • Downloads: 7
  • For Customer Experience Professionals

    Report:The Netherlands' Customer Experience Index Snapshot: Health Plans

    Forrester asked nearly 5,000 consumers in the Netherlands about their interactions with a variety of health plans, gauging the usefulness, usability, and enjoyability of those experiences. Based on...

    • Downloads: 124
  • For Customer Experience Professionals

    Report:TV Network Sites Make It Hard For Users To Find Content And Purchase DVDs Of Shows

    Forrester Evaluated The Top Four US TV Network Sites

    Forrester applied its Web Site Review methodology to the site experiences at the top four US TV network Web sites: ABC, CBS, FOX, and NBC. Our evaluation looked at how well each site supported a fan...

    • Downloads: 93