Harley Manning

Innovating CX In Brokerage And Wealth Management

Recently, Forrester published our CX predictions for 2019. Our first prediction was that stagnating CX quality will cause short, destructive price wars. We cited Fidelity’s two new zero-fee investment funds as an example of how this is already starting to play out. We also...

Customer Experience Comes Under Fire

Let’s face it: 2018 was not a fabulous year for customer experience. On average, CX quality was flat, with Customer Experience Index (CX Index™) scores showing little movement for the third year in a row. And what little movement that did happen was toward...

NFL Owners Just Learned a Lesson About Bad Customer Experience. Did you?

I'm not the biggest NFL fan in the world but now that I live in Boston I follow the Patriots. I think it's actually a requirement of citizenship. And I do have a passing interest in some other teams. Who doesn't love watching anyone...

Does Your Company Have A Customer Experience Strategy? No, Really

Here's a typical conversation we have with businesspeople when trying to gauge the level of customer experience maturity at their company: Forrester analyst: "Do you have a customer experience strategy?" Manager: "We sure do!" Forrester analyst: "Great! What's in it? What's the intended experience that…

Every Parent’s Worst Nightmare: How United’s Culture Failed Its Customers

You're at home when your phone rings. It's your child's summer camp calling to tell you that she never arrived. No one knows where she is. Make your gut churn? Yes, if you're a parent – or even if you're not. If you were following…

New Posts