ABout the AuthorS | Harley Manning launched the customer experience
practice at Forrester Research and has led it for 14 years. He is currently a
vice president and research director. Kerry Bodine is a vice president and principal
analyst at Forrester Research and the creative force behind the customer
experience ecosystem, a framework that helps companies diagnose and fix
customer problems at their roots. Josh Bernoff is a senior vice president
of idea development at Forrester Research.