Biographical Information
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
How to Cut Costs With CX—and Prove It
22 Jan 2020
Cutting costs in quantifiable ways is a win for customers and companies
Don’t Let Volatile Markets Block CX Investment
01 May 2016
Delivering a great experience is always the right move
Can Better Customer Experience Improve Your Bottom Line?
01 Dec 2015
A correlation exists, but it depends on your industry, your competitors, and your customers
Match Priorities with Practice
01 Dec 2012
Emphasizing cost over experience is a losing proposition.