Harley Manning

Vice President, Research Director

Forrester Bio

Harley Manning

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Video Recap: Day Two Of Forrester’s Customer Experience Forum East 2014

Harley Manning August 19, 2014

Last week I blogged a video recap of day one of Forrester’s Customer Experience Forum East, 2014. I had originally planned that post to cover both days of the forum, which has grown to become Forrester’s largest event in our 30+ year history. But at some point I realized that there was just too much […]

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Video Recap: Forrester’s Customer Experience Forum East 2014, Day One

Harley Manning August 15, 2014

How did it get to be August already? Admittedly, going away for two weeks of vacation in July hit my fast forward button. But even so, memories of our Customer Experience Forum East in New York in June are still fresh in my mind. If you were also at CX East, here’s a reminder of […]

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CX Q&A With Nancy Clark, Senior Vice President — Operational Excellence, Verizon

Harley Manning June 23, 2014

There’s a good chance that you’re a Verizon customer. I am; I get my cable TV, Internet access, and home phone service from it. All in all, there are 130 million of us Verizon customers — and that’s a daunting challenge for Verizon. How do you — how can you — create a high-quality, consistent customer […]

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Customer Experience Q&A With Stephen Cannon, President And CEO, Mercedes-Benz USA

Harley Manning June 18, 2014

When I was 10 years old, I heard my father and my Uncle Bob talking about the car they’d most like to own. Noticing me, Uncle Bob asked, “How about you, Harley? What car do you want to drive when you grow up?” I immediately answered, “A Mercedes!” My father’s eyes widened as Uncle Bob […]

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Customer Experience Q&A With John Maeda, Design Demigod

Harley Manning June 6, 2014

Okay, maybe “demigod” is a little over the top. But maybe not. John Maeda is both design partner at Kleiner Perkins Caufield & Byers and chair of the eBay Design Advisory Board, where he collaborates with design leaders across eBay to disseminate design thinking. But that’s just what he’s doing now. He previously served as […]

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Customer Experience Q&A With Steve Quirk, SVP, Trader Group, TD Ameritrade

Harley Manning May 30, 2014

Do you like those thinkorswim commercials from TD Ameritrade as much as I do? Because I love them. Although that’s not the reason we recruited Steve Quirk, a senior vice president (SVP) at TD Ameritrade, to speak at Forrester’s Forum For Customer Experience Professionals East in New York this June.   Sure, Steve was responsible for […]

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Ta Da! Announcing The Speakers At Forrester’s Forum For Customer Experience Professionals East, 2014 — June 24th and 25th in NYC

Harley Manning April 18, 2014

It’s that great time of year when I finally get to talk publicly about Forrester's Forum For Customer Experience Professionals in New York at the end of June. If you’ve ever been to one of our events, you know that we always have a theme, and this year that theme is “Why Good Is Not Good Enough.” […]

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Customer Experience In Asia Pacific: More Advanced Than You Might Suspect

Harley Manning March 28, 2014

For the past two weeks, I’ve been on the other side of the planet, spending a few days each in four very different cities: Sydney, Singapore, Beijing, and Shanghai. While Sydney was much like I remembered it — an exotic version of San Francisco but with better weather — the Singapore skyline had changed drastically […]

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Customer Experience Predictions For 2014

Harley Manning January 31, 2014

My colleague John Dalton and I recently published a report outlining our major predictions for customer experience in the coming year. What we envision is perhaps best summed up by the old William Gibson quote: “The future is already here, it’s just not evenly distributed.” Here’s why: As I wrote in a recent post, roughly […]

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The Path To Customer Experience Differentiation

Harley Manning January 10, 2014

In a previous post, I wrote about speakers at Forrester’s Forum For Customer Experience Professionals EMEA who represented companies in the repair phase of customer experience (CX) maturity. Their mission: find broken experiences, fix them, and measure the results. Roughly half of companies on the path to customer experience maturity say that they’re in the repair phase […]

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Speakers At Forrester’s Customer Experience Forum EMEA Show That They’re On The Path To Customer Experience Maturity

Harley Manning December 6, 2013

Last month it was my pleasure to host Forrester’s Forum For Customer Experience Professionals EMEA in London. The theme for the event was “boost your customer experience to the next level,” which we picked because we know that attendees of our events are at widely (sometimes wildly!) different levels of customer experience maturity. What is […]

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Q&A With Darren Bentham, Chief Customer Officer, Southern Water

Harley Manning November 8, 2013

Design is, without a doubt, the sexiest of the six customer experience (CX) disciplines. So when we talk about CX design at Forrester, our favorite example comes from a really sexy industry: water utilities. That’s right — water utilities. And one in particular: Southern Water, located in the southeast of the UK. We like the […]

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Forrester’s Customer Experience Forum Is Coming To London November 19th and 20th!

Harley Manning October 30, 2013

Although it seems like Forrester’s Forum For Customer Experience Professionals West in Los Angeles just happened, we’re now just three weeks away from Forrester's Forum For Customer Experience Professionals EMEA in London. I can’t tell you how excited I am about how the London event is shaping up. On second thought, I can tell you. […]

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Q&A With Declan Collier, CEO, London City Airport

Harley Manning October 21, 2013

I have to admit that I’m a little intimidated at the thought of sharing a stage with Declan Collier, the CEO of London City Airport, at Forrester’s Forum For Customer Experience Professionals EMEA on November 19th and 20th in London.  For one thing, if you’ve ever been to London City Airport, it’s an experience that’s […]

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Q&A With Jo Moran, Head Of Customer Service, Marks And Spencer

Harley Manning October 17, 2013

Ever since Forrester began conducting its Customer Experience Index study, retailers have topped all other industries. They not only have the highest average scores (as rated by their own customers), they comprise the majority of the companies in the “excellent” category. In fact, the only other industry that comes close to retailers is hotels. That’s […]

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Q&A With Clyde Guinn, President, Days Inn Worldwide, Wyndham Hotel Group

Harley Manning September 30, 2013

How’s this for a challenge? Imagine you’re the president of one of the largest economy hotel chains in America. Your goal: deliver a consistent, high-quality on-brand customer experience across all of your properties. Now add in that the brand is more than 40 years old, you have 15 major direct competitors, and the behavior of […]

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Q&A With Tony Ezell, Vice President, Chief Customer Officer, Eli Lilly And Company

Harley Manning September 23, 2013

Interest in customer experience at pharmaceutical companies has shot up in the past few years. This came home to me more than a year ago at our 2012 Forum For Customer Experience Professionals East, where every meeting I took was with one or more decision-makers at pharma companies. That’s one reason why I’m so excited that […]

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Q&A with Harit Talwar, President, US Cards, Discover Financial Services

Harley Manning September 19, 2013

We all felt extremely lucky to score Harit Talwar as a speaker for Forrester's Forum For Customer Experience Professionals West, which is coming up on October 9th and 10th in Los Angeles. Why lucky? It’s for two main reasons. First, Discover has been a consistently strong performer in our Customer Experience Index, in a virtual dead […]

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Q&A With Tom Feeney, President And CEO, Safelite AutoGlass

Harley Manning September 13, 2013

A few months ago, I had the pleasure of seeing Tom Feeney speak about customer experience at an event in Boston. I was fascinated by his story of how Safelite went from a company that put shareholders first to one that put employees first. The reasoning behind this move: Highly engaged employees will deliver a […]

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Creating Audi Fans

Harley Manning August 19, 2013

To better compete in the US luxury automotive landscape, leadership at Audi of America had focused on improving three fundamental areas: the brand, the products, and the dealership. And they had made huge progress. But according to Jeri Ward, director of customer experience at Audi of America, “The customer experience had not kept pace.” Troubling […]

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