Forrester Research : Analyst

CLIP THIS INQUIRY

Select a group :

Group Name

Create New Group Clip

CLIP THIS FLOOW

Select a group :

Group Name

Create New Group Clip

Megan Burns

Principal Analyst serving Customer Experience PROFESSIONALS

Blog: Customer Experience Blog

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.

Research Coverage:

Accenture, Capgemini, Customer Experience Management, Dell, Deloitte, Expert Reviews, Multichannel Customer Experience, Web Design & Usability

Reports (4)

Refine your results

Role

Customer Experience (3)
Customer Insights (1)

Topics

Industry

Consumer Electronics & Technology (1)
Retail (1)

4 results in Reports

Megan Burns
Customer Intelligence Strategy and Process

For Customer Experience Professionals
Report:Firms Struggle To Measure Customer Experience Across Channels
Technical And Organizational Silos Hinder Cross-Channel Tracking
Megan BurnsSeptember 22, 2009
Forrester recently surveyed decision-makers at 41 companies and found that their primary challenges when it comes to customer experience measurement relate to tracking experiences across channels....
- Downloads: 1007
For Customer Experience Professionals
Report:Make The Most Of Web Site Satisfaction Surveys
Go Beyond Measurement To Modeling And Diagnosis
Megan BurnsMarch 17, 2009
Customer satisfaction surveys are popular, but overall satisfaction scores don't produce actionable insights. Firms need detailed data on specific factors that influence visitors' overall perception...
- Downloads: 818
For Customer Insights Professionals
Report:Q&A: Five Web Analytics Answers Direct Marketers Must Know
Megan Burns, Suresh VittalOctober 14, 2008
Web analytics data is one of the few pieces of customer data that direct marketers have not yet integrated into their customer databases. This is a missed opportunity for most direct marketers: Web...
- Downloads: 1021
For Customer Experience Professionals
Report:The Design Guide For Online Customer Reviews
Six Principles For Maximizing The Value Of Customer Reviews
Megan BurnsJanuary 18, 2008
Online customer reviews are a trusted source of product information for consumers — and therefore a potentially valuable sales asset. But many sites do not implement these tools effectively. To...
- Downloads: 1223

Search

CLIP THIS INQUIRY

CLIP THIS FLOOW

Megan Burns

Principal Analyst serving Customer Experience PROFESSIONALS

Research Coverage:

Refine your results

Role

Topics

Industry

For Customer Experience Professionals

Report:Firms Struggle To Measure Customer Experience Across Channels

For Customer Experience Professionals

Report:Make The Most Of Web Site Satisfaction Surveys

For Customer Insights Professionals

Report:Q&A: Five Web Analytics Answers Direct Marketers Must Know

For Customer Experience Professionals

Report:The Design Guide For Online Customer Reviews

Browse