Harley serves Customer Experience Professionals. He leads a team of analysts who cover topics ranging from strategy and design to metrics, and he is the co-author of Forrester's latest book, Outside In: The Power of Putting Customers at the Center of Your Business.

At Forrester, Harley has authored many top-read reports and created a number of widely used methodologies. The methodologies include the firm's Website User Experience Review, which the team has now used to evaluate more than 1,500 sites, as well as techniques for evaluating website brand experience and for modeling the ROI of customer experience improvement projects.

A highly rated speaker with a love of the stage, Harley is the founder of Forrester's annual Customer Experience Forum, which he hosts and moderates. In 2011, the Customer Experience Forum became the firm's largest event, attracting more than 1,300 leaders from the financial services, technology, retail, travel, and professional services industries.