Monday, May 20 - 11:15 A.M.
Harley Manning co-authored Outside In: The Power of Putting Your Customers at the Center of Your Business. Based on 14 years of research by the customer experience leaders at Forrester Research, Outside In offers a complete road map to attaining the experience advantage.
It starts with the concept of the Customer Experience Ecosystem—proof that the roots of customer experience problems lie not just with customer-facing employees like sales staff, but with behind-the-scenes employees like accountants, lawyers, and program
-mers, as well as the policies, processes, and technologies thatemployees use every day.
Manning launched the customer experience practice at Forrester Research and has led it for 14 years. Manning oversees interaction design, customer experience strategy, persona development, and building a customer-centric culture.
A featured speaker at the 2013 OAAA/TAB National Convention & Trade Show, Manning will discuss why enhanced customer performance is critical for continued growth of the OOH business.