Harley Manning

Harley Manning, is Vice President & Research Director, Customer Experience Practice, Forrester Research. Harley is the co-author of Outside In: The Power of Putting Customers at the Center of Your Business. He founded Forrester's customer experience research practice when he joined the firm in 1998. Today he leads a team of analysts that cover enterprise-level customer experience topics ranging from strategy to metrics. At Forrester, Harley has authored many top-read reports. His first report, Why Most Websites Fail, launched the firm's Website Review methodology, which has now been used to evaluate more than 1,500 sites. In subsequent reports, he created Forrester's methodologies for evaluating website brand experience and for modeling the ROI from customer experience improvement projects.Harley is the founder of Forrester's annual Customer Experience Forum, which he hosts and moderates. In 2011 it became the firm's largest event. Website

Hacer Crecer el Negocio a Través de la Experiencia del Cliente

El autor de "Outside In" explica cómo las seis disciplinas de la experiencia del cliente pueden ayudar a las empresas a tener éxito.

Grow Business Thru Customer Experience

"Outside In" author explains how the six disciplines of customer experience can help businesses succeed Editor's Note: This article concludes a two-part series. In our new book, "Outside In," my co-author...

6 Disciplines of Customer Experience

"Outside In" author explains how businesses of all sizes can develop innovative customer experience   Editor's Note: This article is part one of a two-part series. If you're a small business owner...