Harley Manning

Despite COVID-19, customer experience measurement improvement at leading companies continued in 2020 and led to business growth. Learn more.

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.

Learn how the pandemic's increased uncertainty and volatility has produced some attractive M&A opportunities in DevOps and IT Management.

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.

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 […]

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.

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.

To help IT teams manage traffic surges while employees work from home, vendors have begun offering free access to their performance monitoring tools.

Read the three essentials of customer experience that every organization should prioritize during the ongoing COVID-19 pandemic.

A round-up of answers to CX questions asked by audience members during the Predictions 2020 webinar.

Prioritizing CX projects can be relatively easy — if the CX team sets up its measurement program to populate a simple but effective prioritization model.

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.

Learn a simple method for achieving financial results with CX.

How to quantify and prove the ability of CX to drive revenue growth in five steps.

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 $$$.

The ability to deliver business results will be a career-defining issue in the year ahead.

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 […]

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 […]

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