Megan Burns

VP, Principal Analyst serving Customer Experience PROFESSIONALS

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.

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15 results in Reports

  • Megan Burns
  • Retail
  • For Customer Experience Professionals

    Report:The Customer Experience Index, 2012

    This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform their...

    • Downloads: 3029
    • Rating:
  • For Customer Experience Professionals

    Report:The Customer Experience Index, 2011

    Consumers Rate The Customer Experience Across 153 Large US Brands

    To assess the state of customer experience in 2011, Forrester asked more than 7,700 US consumers about their interactions with a variety of companies. Based on their responses, we calculated Customer...

    • Downloads: 2701
  • For Customer Experience Professionals

    Report:The Customer Experience Index, 2013

    How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for...

    • Downloads: 2328
    • Comments: 7
    • Rating:
  • For Customer Experience Professionals

    Report:The Business Impact Of Customer Experience, 2012

    Business Case: The Experience-Driven Organization Playbook

    This report outlines the business case for customer experience professionals seeking to discover the business benefits of improving customer experience in an experience-driven organization. Years of...

    • Downloads: 2428
    • Comments: 2
    • Rating:
  • For Customer Experience Professionals

    Report:The Design Guide For Online Customer Reviews

    Six Principles For Maximizing The Value Of Customer Reviews

    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: 1240
  • For Customer Experience Professionals

    Report:The Business Impact Of Customer Experience, 2010

    What A Higher Customer Experience Index Score Can Do For Revenue

    To help customer experience professionals prove the business value of a better enterprise customer experience, we built simple models that show how revenue increases when a company's Customer...

    • Downloads: 1619
  • For Customer Experience Professionals

    Report:Required Registration Lowers Online Conversion Rates

    To understand the impact of required registration on conversion rates, Forrester asked US online shoppers what they did last time they were required to register before making a purchase online. The...

    • Downloads: 1342
  • For Customer Experience Professionals

    Report:Three Secrets Of Success For Customer Experience Organizations

    Customer Experience Teams Need To Build A Strong Internal Brand

    Centralized customer experience organizations play an important role in a company's journey to Experience-Based Differentiation. Forrester examined the inner-workings of several such teams and found...

    • Downloads: 1430
  • For Customer Experience Professionals

    Report:How Companies Raised Their Customer Experience Index Scores, 2011

    To understand how companies drive customer experience improvement, Forrester spoke to leaders at brands having Customer Experience Index (CxPi) scores that went up appreciably in 2011. We uncovered a...

    • Downloads: 1394
  • For Customer Experience Professionals

    Report:The Customer Experience Index, 2014

    Benchmarks: The Customer Experience Maturity Playbook

    How good is the customer experience at your company — as rated by your own customers? This report helps answer that question by providing benchmarks of the quality of customer experience for...

    • Downloads: 1278
    • Comments: 2
    • Rating:
  • For Customer Experience Professionals

    Report:How Satisfied Are Consumers With Web Site Experiences In 2010?

    Consumers Rate Their Satisfaction With 87 Web Sites Across 13 Industries

    Forrester recently asked US online consumers to rate their satisfaction with Web site experiences at companies they've done business with across multiple industries. When the results were tallied,...

    • Downloads: 1299
  • For Customer Experience Professionals

    Report:The Business Impact Of Customer Experience, 2011

    Improvements Can Add More Than $1 Billion In Revenue For Wireless Carriers And Hotels

    Customer experience professionals must clearly articulate the business benefits of improving customer experience. Years of Forrester data confirm the strong relationship between the quality of a...

    • Downloads: 1367
  • For Customer Experience Professionals

    Report:Better Customer Experience Correlates To Higher Net Promoter Scores For Banks And Retailers

    Investments in customer experience improvements are likely to drive a higher Net Promoter Score (NPS). Forrester tested the strength of the correlation between customer experience quality — as...

    • Downloads: 909
  • For Customer Experience Professionals

    Report:How Satisfied Are Consumers With Phone Experiences In 2010?

    Consumers Rate Their Satisfaction With Phone Experiences Across 13 Industries

    For many companies, the phone is a major channel through which they interact with customers. Forrester surveyed 4,653 consumers to find out how satisfied they were with the phone interactions they...

    • Downloads: 744
  • For Customer Experience Professionals

    Report:Measuring Customer Experiences At LEGO

    A Report From Forrester's Marketing Forum EMEA 2009

    At Forrester's Marketing Forum EMEA 2009, LEGO's vice president of consumer experiences, Conny Kalcher, told audiences how the company used a variety of tactics — including a strong focus on...

    • Downloads: 615