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Harley Manning

As seen in: Forbes, Fast Company, Forrester Research, Memeburn, UX Magazine, MyCustomer.com, CustomerThink, CRM Magazine, 1to1 Media, Latin Biz Today
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Articles

6 Disciplines of Customer Experience

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By Harley Manning
| Latin Biz Today
Business | Ideas | Innovation & Strategy “Outside In” author explains how businesses of all sizes can develop innovative customer experience Editor’s Note: This article is part one of a two-part series. At Latin Biz Today reader’s requests this is an encore mini series. If you’re a small business owner, then you already know “intuitively” the basic principles of customer experience. You know that you have to offer products or services that meet your customers’ needs.
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Grow Business Thru Customer Experience: Part 2

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By Harley Manning
| Latin Biz Today
Business | Ideas | Marketing | Sales & Media “Outside In” author explains how the six disciplines of customer experience can help businesses succeed, here are 4 through 6. Editor’s Note: This article concludes a two-part series.
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Current State vs. Future State: Innovating your Customer Experience

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By Harley Manning, Forrester Research, James Torio, Rishabh Dayal
| UX Magazine Verified
Idea in Brief The challenges caused by the pandemic force businesses to rethink their customer experience and invest in strategic planning. To start, it's necessary to analyze the current state, identify weaknesses, and focus on inclusive knowledge management to find opportunities to improve the organization. Some of the most common inefficiency problems include non-utilized talent and extra processing.
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