Harley founded Forrester's customer experience research practice when he joined the firm in 1998. Today he leads a team of analysts who cover customer experience topics ranging from strategy to design to metrics.
At Forrester, Harley has authored many top-read reports and created a number of widely used methodologies. The methodologies include the firm's Website User Experience Review, which the team has now used to evaluate more than 1,500 sites, as well as techniques for evaluating website brand experience and for modeling the ROI of customer experience improvement projects.
A highly rated speaker with a love of the stage, Harley is the founder of Forrester's annual Marketing Forum as well as its Customer Experience Forum, which he hosts and moderates. In 2011, the Customer Experience Forum became the firm's largest event, attracting more than 1,300 leaders from the financial services, technology, retail, travel, and professional services industries.
Prior to joining Forrester, Harley spent 18 years designing and building interactive services for companies including Dow Jones, AT&T, the pioneering online service Prodigy, and Sears. He developed his love of research while he was at AT&T Bell Labs, where he was brought in to design user-friendly interfaces for inventions in the field of applied artificial intelligence — work that resulted in two patents. He holds an M.S. in advertising from the University of Illinois, Urbana.
Harley lives in Winchester, Mass., with his wife and son.