Speaker Biography
Megan Burns
Principal Analyst
Sessions Featuring This Speaker
Outside In: A Forum For Customer Experience Professionals EMEA
11/06/2012
12:15 PM - 12:45 PM
How To Master The Six Disciplines Of Customer Experience
To make the leap from incremental improvements to breakthrough transformation, companies must routinely perform a set of sound, standard practices. These practices fall into six high-level disciplines: customer experience strategy; customer understanding; design; governance; measurement; and culture. Collectively, the disciplines represent the most important things that the best companies we know of do to be great at customer experience. This keynote will explain:
- How the six disciplines can give you a competitive advantage.
- What key practices boost your organization to reach customer experience excellence.
- How to find your natural path to customer experience maturity.
Research Focus
Megan serves Customer Experience Professionals. She is a leading expert on customer experience management, maturity, benchmarking, governance, and ROI. She is the creator of Forrester's Customer Experience Maturity Framework and manages The Customer Experience Index, Forrester's annual benchmark of customer experience quality across more than 150 large US firms.
As an accomplished public speaker, Megan is a frequent presenter at industry events such as Forrester's Customer Experience Forum and the NetPromoter Conference. She has been quoted in media outlets including The Wall Street Journal, Internet Retailer, and B2B Magazine.
Previous Work Experience
Before joining Forrester, Megan spent more than six years defining online customer experiences for B2C and B2B websites at AT&T. That work included eCommerce, online customer service, and online marketing sites. Prior to that she spent time at both Intel and IBM as a software engineer.
Education
Megan holds a master's degree in software engineering from Carnegie Mellon University, where she specialized in user and business requirements. She also holds a Bachelor of Science degree in computer science from Rensselaer Polytechnic Institute.