Harley Manning
Harley Manning
Harley Manning is Vice President & Research Director of the customer experience practice at Forrester Research. Harley leads a team of analysts who cover topics ranging from strategy and design to metrics, and he is the co-author of Forrester's latest book, Outside In: The Power of Putting Customers at the Center of Your Business.
The Right Way To Prioritize Customer Experience Projects
“Which CX improvement project should we do first?” Forrester’s customer experience (CX) research team gets that question a lot. The good news is that picking...
The One-Sentence Business Case For Customer Experience
Recently, I wrote a post arguing that $ is the one CX metric that matters to executives. The obvious conclusion: You need to design...
How To Prove That Fixing Customer Experience Problems Cuts Costs
In my last post, I described how to tie customer experience (CX) to revenue in a measurement system. Admittedly, it’s a little complex (though...
Tie CX To $ In Your Measurement System
In a previous post, I wrote about why $ is the only customer experience (CX) metric that really matters. So how do you make...
There’s Just One CX Metric That Matters To Your C-Suite — But You’re Not Reporting It
I’d be doing you a massive disservice if I didn’t tell you that the one CX metric you must report to your CEO and...
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...
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™)...
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...
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...
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...