Harley   Manning

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). 

Education

Harley holds a Master of Science degree in advertising from the University of Illinois, Urbana.

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). 

Education

Harley holds a Master of Science degree in advertising from the University of Illinois, Urbana.

Harley Manning's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: The Five Essential Steps To Plan Your CX Transformation

    The Strategy Report In The CX Transformation Playbook

    June 19, 2017Harley Manning

    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 company as well as when the transformation will start showing results. In this report, we first explain how to decide whether CX is strategic for your company and then describe the steps that will help you chart your course to transformation.

  • For Customer Experience Professionals

    REPORT: Improving CX Through Business Discipline Drives Growth

    The Vision Report In The CX Transformation Playbook

    June 19, 2017Harley Manning, Rick Parrish

    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 transformation can yield financial benefits, including faster revenue growth or lower costs to serve. The problem: Transformation is hard. To do it successfully, organizations need to craft a CX vision, establish CX competencies, and execute those competencies with discipline. This report shows aspiring CX transformation leaders why their organizations should transform and what they need to do to make that happen.

  • For Customer Experience Professionals

    REPORT: How Companies Improved Their CX Index Scores, 2016

    March 14, 2017Harley Manning, Dylan Czarnecki

    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. We interviewed five of the most improved companies to ask them what they did to drive CX improvements. CX professionals should note both the customer-facing strategies these companies used as well as what they did below the line of customer visibility to make CX improvement possible.

  • For Customer Experience Professionals

    REPORT: Customer Experience Drives Revenue Growth In Europe, 2016

    The Correlation Between CX And Revenue Growth In Three Industries

    January 4, 2017Harley Manning, Dylan Czarnecki

    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 true in Europe as well? To find out, we compared the revenue growth of European companies with superior customer experience to that of their direct competitors with relatively inferior customer experience. This report details how we did it and provides fuel for a revenue-based business case that justifies strategic investments in customer experience improvements for CX professionals. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For Customer Experience Professionals

    REPORT: The CX Transformation Imperative

    Strategic Plan: The Customer Experience Ecosystem Playbook

    September 14, 2016Harley Manning

    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 threatens to take them down. To acquire and retain customers in this environment, all companies must elevate the role of customer experience in their competitive strategies and commit to playing the long game. Winning the long game won't be easy. CX professionals must have a CEO mandate, an outside-in perspective, an innovation mindset, and disciplined execution.

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