Harley Manning

Vice President, Research Director

Forrester Bio

Harley Manning

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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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Join Us At Customer Experience Forum West In Los Angeles, October 9 & 10, 2013!

Harley Manning August 16, 2013

It feels as if this summer is flying by. Although it seems like yesterday when we put on Forrester’s Customer Experience Forum East in New York City, it was actually back in June. And now, our Forum For Customer Experience Professionals WEST in Los Angeles  is just eight weeks away. Like CX Forum East, the theme […]

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Customer Experience Meets Business Technology In Forrester’s New Podcasts

Harley Manning August 12, 2013

Like it or not, the success of your customer experience initiatives depends on business technology.   That’s because the quality of customer interactions with your brand results from a complex system of interdependent people, processes, policies, and technology that we call the “customer experience ecosystem.” And just like a natural ecosystem, when your CX ecosystem […]

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The Discipline Of Delighting Clients At Vanguard

Harley Manning August 8, 2013

Attendees at Forrester’s Forum For Customer Experience Professionals East in New York saw some great speakers, including Jamie Moldafsky, chief marketing officer at Wells Fargo, John Vanderslice, the global head of luxury and lifestyle brands at Hilton, and Graham Atkinson, the chief marketing officer and chief customer officer at Walgreen. Interestingly, the speaker with the highest […]

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Walgreens: At The Corner Of Experience And Innovation

Harley Manning July 18, 2013

Who doesn’t know Walgreens? It’s an iconic American brand that’s been around for over 100 years. But at Forrester’s Forum for Customer Experience Professionals in New York on June 26, Graham Atkinson showed us a Walgreens that’s totally different from the one we’ve come to know.  Graham is the Chief Marketing and Customer Experience Officer […]

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Getting To Wow At Wells Fargo

Harley Manning July 12, 2013

Does a big bank care about customer experience? And if so – why? Those are the fundamental questions answered for Wells Fargo by its CMO, Jamie Moldafsky, at Forrester’s Forum for Customer Experience Professionals in New York on June 25. Going into the event, I didn’t envy Jamie’s task. The four large banks that dominate […]

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Q&A With John Vanderslice, Global Head, Luxury And Lifestyle Brands, Hilton Worldwide

Harley Manning June 28, 2013

Way back in January I spoke at the Luxury FirstLook conference put on by Luxury Daily in New York (a terrific event, by the way). Several of the other speakers intrigued me. One, in particular, gave a speech that I immediately wanted to bring to attendees at Forrester's Forum For Customer Experience Professionals East: John […]

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Q&A with Jamie Moldafsky, Chief Marketing Officer, Wells Fargo & Company

Harley Manning June 4, 2013

Marketing and customer experience are two sides of the same coin: Marketers are responsible for communicating the brand promise, and customer experience professionals are responsible for making sure that the promise is kept. It’s that synergy between marketing and CX that led us to invite Jamie Moldafsky, CMO at Wells Fargo, to speak at Forrester’s […]

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Q&A With David Shapiro, VP Of Member Experience For Medicare And Retirement, UnitedHealth Group

Harley Manning May 20, 2013

There is a staggering amount of customer experience work going on in the healthcare industry these days. From providers (the docs), to pharma companies and payers (health insurers), everyone is trying to figure out what to do and how to do it. One guy who’s figured out a lot is David Shapiro, who wowed members […]

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Announcing Speakers For Forrester’s Customer Experience Forum East, 2013 – June 25 & 26 in NYC!

Harley Manning May 3, 2013

I’m excited to finally be able to talk publicly about our CX Forum East in New York at the end of June. The theme this year is “Boost Your Customer Experience To The Next Level.” We picked that theme because ever since last fall when we published Outside In, our book about customer experience, people […]

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Stop Watching The Stock Ticker And Start Improving Customer Experience

Harley Manning April 26, 2013

As an avid personal investor I’m often appalled by cable shows that report on the markets as if they were non-stop sporting events. Seriously, how many people care how the NASDAQ or the Dow are doing on any given minute of any given day? But apparently there are enough day traders out there that noon […]

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Business-To-Business Companies: What’s Your Reason For Ignoring Business-to-Consumer Customer Experience Practices?

Harley Manning March 29, 2013

It disappoints me when customer experience (CX) professionals at business-to-business (B2B) companies won’t even consider CX practices from business-to-consumer (B2C) companies. Sure, B2B firms can learn a lot from other B2B firms: Cisco has an amazing voice of the customer program, Boeing does great work conducting field studies of its customers, and Adobe has a […]

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When Should You Favor Customer Experience Over Profits? Never!

Harley Manning March 1, 2013

Last month, I was in Europe with a group of customer experience professionals from various divisions of the same large company. Although their expertise was at varying levels, no one was clueless, and everyone seemed highly motivated. About halfway through the all-day session, one of the attendees asked me a question that I’m going to […]

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Engaged Employees Do The Right Thing Because It’s The Right Thing To Do

Harley Manning December 7, 2012

Recently I was on a panel about the impact of cultural change on customer experience. My fellow panelists included Meltem Uysaler, a senior vice president of customer experience for Citi, and Patricia John, the customer experience director for Europcar UK (a car rental agency). Right at the end of the session, Patricia responded to an […]

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Bank Of America's Tough Decision Shouldn’t Be Tough At All

Harley Manning December 3, 2012

I was both encouraged and perplexed by an article in The Wall Street Journal that described the internal debate at Bank of America over how to grow revenue. One side of the debate wants to charge new fees for basic services like checking accounts. And who do they want to charge? Their unprofitable customers who […]

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Hurricane Sandy Scorecard: NSTAR 1, Verizon 0

Harley Manning October 31, 2012

Like millions of Americans who live along the Eastern seaboard, my family got hit by Hurricane Sandy. Now don’t get me wrong: Compared with residents of New York, New Jersey, and several other states, we had it easy in our little suburb north of Boston. Even so, there were a few exciting episodes, like this […]

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Verdict: Samsung Galaxy Is Not Cool. This Is Winning?

Harley Manning October 18, 2012

An appeals court in the UK just decided that the design of the Samsung Galaxy does not infringe on Apple patents for the iPad. Why? Well, the opinion by Judge Colin Birss concluded that, "They are not as cool.” That’s pretty damning. Consider that customer experience occurs at three levels: meets needs, easy, and enjoyable (emotionally […]

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Softbank Acquisition Of Sprint Will Shake Up Customer Experience In The Wireless Industry

Harley Manning October 15, 2012

Softbank, which owns Japan's third-largest mobile carrier, just announced that it will buy a 70% stake in Sprint Nextel. What exactly will that mean for wireless customers? First, a little background . . . In our new book, Outside In, my co-author Kerry Bodine and I describe the customer experience turnaround that CEO Dan Hesse […]

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Why Some Companies Succeed — For Now — Despite Their Poor Customer Experience

Harley Manning October 12, 2012

Last week I got a question via email from one of Forrester’s clients, who asked: “How do you explain the success of companies that consistently provide a poor experience but perform well financially?” I wish more people asked this question because it shows that they’re thinking about customer experience in the right context: as a […]

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NFL Owners Just Learned A Lesson About Bad Customer Experience. Did You?

Harley Manning September 27, 2012

I’m not the biggest NFL fan in the world, but now that I live in Boston, I follow the Patriots. I think it’s actually a requirement of citizenship. And I do have a passing interest in some other teams. Who doesn’t love watching anyone named “Manning” throw a football? (Unless it’s against the Pats in […]

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