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.
Leader's Guide to Contact Center Excellence
Plan smarter with this ultimate guide to contact center management and technology. Learn how to reduce agent turnover, win talent, and tap into emerging tech trends. Don't miss: 6 talent and ops strategies.
Customer Success: The North Star for CX Leaders
CustomerThink research finds just 25% of Customer Experience (CX) initiatives can show business value. Explore how Customer Success can be used as a "North Star" to create value for your customers and improve CX ROI.