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: How To Achieve CX Management Maturity

    Eighty-four percent of brands in Forrester's US Customer Experience Index (CX Index™) got "OK" scores or worse from their customers in 2015. This is a clear sign that their current approach to c...

  • 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: 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: 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...

View all of Harley Manning's Research

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