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411: Harley Manning’s Five Universal Truths of CX
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Manage episode 493332628 series 167788
Content provided by Forrester. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Forrester or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
Harley Manning, longtime Forrester analyst and author of the seminal book on CX, "Outside In," takes a break from retirement to discuss the evolution of CX over the past decade. Harley dives into the foundational principles of CX, the importance of emotion in creating customer loyalty, and how CX efforts must tie into business results. Harley also shares a wealth of anecdotes that span his decades-long career as a CX thought leader.
…
continue reading
198 episodes
MP3•Episode home
Manage episode 493332628 series 167788
Content provided by Forrester. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Forrester or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
Harley Manning, longtime Forrester analyst and author of the seminal book on CX, "Outside In," takes a break from retirement to discuss the evolution of CX over the past decade. Harley dives into the foundational principles of CX, the importance of emotion in creating customer loyalty, and how CX efforts must tie into business results. Harley also shares a wealth of anecdotes that span his decades-long career as a CX thought leader.
…
continue reading
198 episodes
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