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 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. 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. Today he manages a team of analysts who cover topics ranging from Forrester's Customer Experience Index (CX Index™), which measures how well a brand's customer experience strengthens the loyalty of its customers, to customer-centric culture. His own research focuses on the business impact of CX.

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 has expanded to San Francisco, Washington, D.C., and London.

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). 


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 Five Essential Steps To Plan Your CX Transformation

    Customer experience (CX) transformations are huge, complex, and expensive. That's why, as a CX transformation leader, you need to craft a plan detailing why and how you want to transform your co...

  • For Customer Experience Professionals

    Report: Improving CX Through Business Discipline Drives Growth

    As power shifts from businesses to customers, more firms respond by transforming their customer experience (CX) in an effort to retain or gain market share. That's a rational response because CX...

  • For Customer Experience Professionals

    Report: How Companies Improved Their CX Index Scores, 2016

    Forrester interviewed customer experience (CX) professionals at brands that showed the biggest year-over-year improvement in Forrester's Customer Experience Index (CX Index™) from 2015 to 2016. ...

  • For Customer Experience Professionals

    Report: Customer Experience Drives Revenue Growth In Europe, 2016

    In the US, superior customer experience (CX) drives superior revenue growth when customers are free to switch their business and competitors offer differentiated CX. Does that relationship hold ...

  • For Customer Experience Professionals

    Report: The CX Transformation Imperative

    A handful of famous brands have thrived despite their dreadful customer experience (CX). But now a confluence of digital disruption, consumer hyperadoption, and rising customer expectations thre...

  • For Customer Experience Professionals

    Report: Customer Experience Drives Revenue Growth, 2016

    It's the age of the customer, and transforming the customer experience (CX) is one of five critical market imperatives that companies need to shift toward customer obsession. But how can custome...

  • 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...

  • 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...

  • 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...

  • 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...

View all of Harley Manning's Research

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