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All posts by Harley Manning

Harley Manning
Harley Manning is a research director in the Customer Experience (CX) 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 CX 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 also founded Forrester's CX research coverage when he joined the firm in 1998. For his first report, he created a website review methodology that's now been used to evaluate the online customer experience of more than 1,500 sites for research and consulting purposes.
  • Brexit, volatile markets should not affect customer experience investments

    The global economy entered 2016 under a cloud of uncertainty that has been further exacerbated by the Brexit shockwave. Now more than ever, company leadership will need to develop meaningful strategies to win new business, despite the growing global volatility. But businesses should be cautioned that now is not the time to cut back on customer experience improvement programmes. Companies are sitting on more than US$7-trillion worth of cash -- double that of just a decade ago. In an effort to garner returns in a low interest rate global economy, companies will look for investments. Venture capital and hedge funds now...