By Nancy Porte, VP of Customer Experience, Verint® Systems
*This is reposted from http://www.verint.com/verint-blog/
This week I had the pleasure of hosting a webinar presented by Harley Manning, Vice President and Research Director, Forrester Research. Harley leads Forrester’s team of analysts who cover topics ranging from strategy and design to metrics. He is also the co-author of Forrester’s latest book, Outside In: The Power of Putting Customers at the Center....