Outside In THE POWER of PUTTING CUSTOMERS
at the CENTER of YOUR BUSINESS

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Harley Manning

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.

Kerry Bodine

Kerry is a vice president and principal analyst in Forrester's customer experience research practice and the creative force behind the customer experience ecosystem, a framework that helps companies diagnose and fix customer problems at their roots.

Kerry leads Forrester's research on customer experience design. She taps into her past work as both a design practitioner and leader to help Forrester clients develop empathy for customer needs and co-create experiences that make their customers happy. In previous roles, Kerry has led consumer research teams; guided the design of websites, mobile apps, and branded social networks; designed interfaces for robots and wearable devices; and, in 1995, developed a social shopping prototype for AT&T Bell Labs. She's also completed stints as both a management consultant and an advertising executive.

Kerry's research, analysis, and opinions appear frequently on sites like Harvard Business Review, Forbes, and Advertising Age, and she blogs for Forrester and 1to1 Media. She contributes a regular column and sits on the advisory board for Touchpoint, the journal published by the Service Design Network. An accomplished and frequently requested speaker, Kerry has keynoted major conferences on customer experience, design, and marketing around the globe. She holds a master's degree in human-computer interaction from Carnegie Mellon University.

Kerry lives in San Francisco, Calif., with her husband.

The Book From Forrester

Outside In - The Power of Putting Customers at the Center of Your Business

OUTSIDE IN is the book from Forrester Research analysts Harley Manning and Kerry Bodine.

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