He’s back! Harley Manning, longtime Forrester analyst and author of the seminal book on CX, “Outside In,” takes a break from retirement to discuss the evolution of CX over the past decade. Harley dives into the foundational principles of CX, the importance of emotion in creating customer loyalty, and how CX efforts must tie into business results. Harley also shares a wealth of anecdotes that span his decades-long career as a CX thought leader. We discuss:
- What are the six disciplines of CX, and how can CX pros leverage them to deliver stellar CX?
- How does CX drive business results?
- What are the five truths of CX?
- How can emotion be a key differentiator in CX?
- How can a Porsche be a good example of the difference between UX and CX?
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