Vice President, Research Director
Harley serves Customer Experience Professionals. He is a research director in the customer experience practice at Forrester and coauthor of Outside In: The Power of Putting Customers at the Center of Your Business. Harley’s research, analysis and opinions have appeared in The Harvard Business Review, Forbes, The Economist, FT.com, Fast Company, Investor’s Business Daily, and Direct Marketing News. An accomplished speaker, Harley has keynoted major business conferences around the world.