Harley based Forrester's customer experience study practice when he joined the company. He leads a group of analysts who pay enterprise-level customer experience issues ranging to web site and business 21, today.
In Forrester, Harley has authored several top-read reports. His initial record, "Why Most Websites Fail", beat out dozens of additional Forrester reports to acquire the business’s best research award for this quarter. It also established the company’ and functions. In subsequent reports, '' he generated Forrester’s methodologies for modeling the ROI from customer experience improvement projects and also for assessing web site brand experience.
An honored speaker having a love of the stage, Harley is the creator of Forrester’s annual Marketing Forum in addition to its Customer Experience Forum, he broadcasts and moderates. The Customer Experience Forum turned into the firm & #x2019 event and drew a crowd of 1,300 attendees.
Before joining Forrester, Harley spent 18 years designing and building interactive services for companies such as Dow Jones, AT&T, the pioneering online service Prodigy, and Sears. While he was at AT&T Bell Labs, where he was brought into design user-friendly interfaces for inventions in the field of applied artificial intelligence, he developed his love of study.
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