Harley Manning

VP, Research Director

Forrester Bio

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Qualtrics’ $1.125B Acquisition Of Clarabridge Upends The Customer Feedback Management Market

Judy Weader July 30, 2021
Yesterday evening, Qualtrics announced that it’s acquiring Clarabridge in an all-stock deal worth $1.125 billion. This is a great move for Qualtrics. In one swoop, it has secured the best-in-class analytics capabilities that will define the future of voice-of-the-customer programs as firms decrease their reliance on surveys and focus instead on understanding customers based on […]
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How Customer Experience Measurement Drove CX Improvements In 2020 Despite COVID

Harley Manning March 18, 2021
Despite COVID-19, customer experience measurement improvement at leading companies continued in 2020 and led to business growth. Learn more.
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It’s Likely You Already Have Low-Code Developers — Get Them Into Your Security Neighborhood

Sandy Carielli January 4, 2021
Security pros should work to integrate security into the developer experience to ensure customer-facing applications are secure. Consider these three points to get started.
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COVID Drives M&A Activity In DevOps And IT Management

Sandy Carielli December 4, 2020
Learn how the pandemic's increased uncertainty and volatility has produced some attractive M&A opportunities in DevOps and IT Management.
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Blog

In 2019, Southwest Had A CX Disaster; In 2020, Its Customers Forgave The Airline — Here’s Why

Harley Manning August 3, 2020
I predicted that Southwest would recover in the CX Index due to the CX equity it has built with its customers. As it turned out, Southwest not only recovered, it set a new high score for the industry and passed JetBlue to take the top spot among airlines.
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Low-Code Development Requires A Security Rethink

Sandy Carielli July 31, 2020
Low-code platforms speed delivery of applications, but are they secure? The answer is more complicated than I expected when I started this research project with my colleagues, John Bratincevic and John R. Rymer. We’re still gathering information, but we’ve discovered that: Low-code security is not well understood. Even vendors with extensive security investments acknowledged that […]
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“All Right, You Made Your Point. Now What Do We Do About It?”

Harley Manning July 13, 2020
On Wednesday, July 15, we’re inviting executives from all companies — large and small, B2B, and B2C — to participate in our inaugural CX Reality Day and test out the real experiences that their brand delivers to customers.
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If You Want To Deliver A Great Customer Experience, Start By Attracting The Right Customers

Harley Manning April 13, 2020
Focus on attracting customers who will find the experience your firm offers extremely compelling. Otherwise, marketers will shovel prospects in through the front door while customer experience (CX) professionals watch dissatisfied, one-and-done customers flow out through the back door, never to return.
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COVID-19 — Vendors Step Up To Help IT Manage Increased Digital Loads

Nigel Fenwick April 1, 2020
To help IT teams manage traffic surges while employees work from home, vendors have begun offering free access to their performance monitoring tools.
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Three Steps To Improving Customer Experience In The Middle Of The COVID-19 Pandemic

David Truog March 16, 2020
Read the three essentials of customer experience that every organization should prioritize during the ongoing COVID-19 pandemic.
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Answers To Common CX Questions

Harley Manning February 3, 2020
A round-up of answers to CX questions asked by audience members during the Predictions 2020 webinar.
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The Right Way To Prioritize Customer Experience Projects

Harley Manning December 16, 2019
Prioritizing CX projects can be relatively easy — if the CX team sets up its measurement program to populate a simple but effective prioritization model.
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Blog

The One-Sentence Business Case For Customer Experience

Harley Manning December 9, 2019
Almost all CX professionals make the same exact mistake when asking for money. Discover what it is and how to avoid it by using a one sentence business case.
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Blog

How To Prove That Fixing Customer Experience Problems Cuts Costs

Harley Manning December 1, 2019
Learn a simple method for achieving financial results with CX.
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Blog

Tie CX To $ In Your Measurement System

Harley Manning November 21, 2019
How to quantify and prove the ability of CX to drive revenue growth in five steps.
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Blog

There’s Just One CX Metric That Matters To Your C-Suite — But You’re Not Reporting It

Harley Manning November 11, 2019
There’s one CX metric you must report to your CEO. It’s not NPS, CSAT, or even our beloved CX Index score. It’s $$$.
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Predictions 2020: For CX, It’s All About Proving Business Results

Harley Manning October 31, 2019
The ability to deliver business results will be a career-defining issue in the year ahead.
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Hungry For More CX Events? Try FXD In Boston Oct. 24–25

Harley Manning October 20, 2019
I just got back from Forrester’s very successful CX SF 2019 Forum, and I’m already looking forward to a terrific event that’s happening right here in Boston this coming week. It’s the Mad*Pow Financial Experience Design Conference on October 24 and 25. You can find out more about it at www.fxdconf.com and even save $200 […]
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Cybersecurity Risk Ratings Are Here To Stay — Learn To Work With Them

Paul McKay July 31, 2019
Cybersecurity risk rating solutions are a polarizing topic for security leaders. We meet promoters and detractors in roughly equal measure in the customers that we speak to. Positive client sentiment cites the ability to continuously monitor their third parties, and the simplicity of the quantifiable risk score is popular. Security leaders tell us it is […]
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Blog

Two Big Answers Emerged From The US CX Index For 2019

Harley Manning June 11, 2019
The journeys of Whole Foods and Southwest Airlines exemplify lessons brands can learn from 2019’s CX Index results.
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