Biographical Information

Harley Manning

Harley Manning is the co-author of Outside In: The Power of Putting Your Customers at the Center of Your Business. He has led the customer experience practice at Forrester Research for 14 years, where he is currently a vice president and research director.

Articles for Harley Manning

Don’t Let Volatile Markets Block CX Investment

Delivering a great experience is always the right move

Can Better Customer Experience Improve Your Bottom Line?

A correlation exists, but it depends on your industry, your competitors, and your customers

Match Priorities with Practice

Emphasizing cost over experience is a losing proposition.